Shopify Chat: Best Way For Buyers to Reach You

- Shopify

Shopify customer support chat:

In the following article, we shed light on the Shopify shop chat – the best way for you and your customers to interact. You will learn what Shopify chat is and how your customers can use it. We also explain how to manage your Shopify support chat visibility and teach you how to reply to customer messages using this handy instrument. Note that the platform offers a system of instant responses so that you can partly automate your client support. We focus on this aspect below. Check our guide to Shopify Admin for more.

What Is Shopify Chat?

Your shop’s customer support chat is where clients can contact your store through the Shop app. They can initiate a chat with your store at any time, whether or not they’ve purchased from your store. However, it is only a one-way street: as a store manager, you can’t initiate a chat with a customer.

Shopify Support Chat Advantages

Using the Shopify customer support chat is associated with these benefits:

  • Instant Customer Support: It works! The tool lets you provide immediate assistance to customers, enhancing their shopping experience.
  • Free Tool: You can use Shop Chat for free with all its features! 
  • Customer Convenience: The Shopify chat introduces a quick and easy way for customers to get help right within the shop app. It offers suggested replies and automated responses
  • Personalized Experience: The chat offers tailored assistance as your store admins can easily see the customer’s behavior and history.
  • Higher Customer Satisfaction: As a result, you can improve overall satisfaction with prompt and efficient service. It usually helps to reduce cart abandonment and increase sales. 

Shopify Chat Limitations

Of course, Shopify’s chat for customer support is associated with various limitations and downsides: 

  • One-Way Connection: Only customers can initiate a dialog with you in this tool. 
  • Limited Availability: The Shopify customer support tool is only available in the Shop app.
  • Ban on Files: Customers cannot send files in the chat.
  • Message Size: A message cannot exceed 1000 characters.

How to Add Live Chat to Shopify Store

Now, let’s see how to add a live chat to your Shopify website. It requires activating the Shop Channel and setting up the Inbox. 

Activate Shopify Shop Channel

First of all, you need to activate the Shop Channel, which is a shopping destination and delivery tracking app available to customers on both mobile and PC. Follow these steps:

  1. Go to Shopify admin -> Settings -> Apps and sales channels.
  2. Click Shopify App Store.
  3. Log in to continue to the Shopify App Store if applicable.
  4. Search for the Shop sales channel.
  5. Click Add channel.

You can read more about the Shop Channel in the Shopify Help Center.  

Set up Shopify Inbox

Next, you need to set up Shopify Inbox to finally add a live chat to your Shopify store. Install the Shopify Inbox app on your e-commerce website

  1. Open this link in your browser:
  2. Follow the prompts.

Shopify Chat: add Shopify inbox

Manage Shopify Shop Chat Visibility

You can show/hide your live chat from the Shop app at any time. Follow these steps to make chat visible or not visible to your customers:

  1. Proceed to Shopify admin -> Settings -> Apps and sales channels -> Inbox -> Open sales channel.
    Shopify Chat: open sales channel
  2. Now, choose Manage Settings and Customize Chat.
    Shopify Chat: customize chat
  3. Turn the Shop chat on or off.
    Shopify Chat: turn chat on or off
  4. Click Save.

How to Reply to Customer Messages in Shopify Chat 

Now, you can reply to customer messages using the Shopify Inbox. A Shop chat icon at the top of a conversation indicates that the customer messaged you from the Shop app. 

Also, there is an Online indicator that shows whether a customer is actively on your website or not. When the customer leaves your store, the Online indicator no longer displays, and your reply is automatically sent to the customer’s email address.

When you, click a conversation in the Shopify Inbox, you can type your message or use suggested replies. It’s a good idea to review and edit suggested replies for tone and accuracy.

Note that it is also possible to send product links in the Shopify Chat: 

  1. Click the price tag icon – a list of your store’s products displays.
    Shopify Chat: add image, product, or discount
  2. Look for the product that you want to send, and then click it.
  3. Type any additional information and click Send.

Use the same algorithm but apply it to the discount icon to send a discount code in the Shopify chat. If you want to send an image (it is also a one-way street), click the image icon, and then select an image from your computer to send.

Another good thing is that you can create instant answers. Follow these steps:

  1. Proceed to Shopify admin -> Settings -> Apps and sales channels -> Inbox ->Open sales channel -> Manage Settings and click Create instant answer.
    Shopify Chat: instant answers
  2. Provide a question up to 60 characters long and an answer to it up to 350 characters long. When customers select a question, the answer appears in their chat window.
    Shopify Chat: create instant answer

How to Manage Conversation Assignment in Shopify Shop Chat

Shopify lets you assign a chat conversation to a staff member with the online store chat permission. After the assignment, that staff member receives message notifications for the corresponding conversation. At the same time, it is possible to inform everyone by unassigning the staff member from the conversation. You can do that as follows:

  1. Go to Shopify Inbox and open a conversation.
  2. Click the Assign staff button. It is available straight in the conversation header.
    Shopify Chat: assign staff to chat
  3. Click the staff member that you want to assign to the conversation followed by clicking Assign.
    Click Unassign to unassign a staff member from the conversation.

That’s it! Refer to the Shopify Help Center for more information about the Shop Chat.

Final Words

Shopify’s shop chat is a handy free tool that lets your clients communicate with you. They can easily describe the issues they face while shopping on your e-commerce website. Support specialists, on the other hand, can provide rapid text responses with images, discount codes, and links to product pages. The app adds a bit of automation to your customer support routine, including suggested and automated replies. Well-balanced communication is a benefit that both you and your clients deserve. If you wish for more benefits, consider streamlining and automating various routine processes with the Import & Export Tool. Follow these links for more information about the app: 

Shopify Customer Support Chat FAQ

Does Shopify have a chat function?

Yes, there is a built-in live chat functionality in Shopify. Customers can access it in the Shop app.

Is Shopify chat free?

The Shopify chat is a free tool available to every business by default as a part of the Shopify Inbox functionality.

How to enable Shopify chat?

You can enable the Shopify chat in a few simple steps. First of all, it is necessary to activate the Shop Channel. Next, you need to set up the Shopify Inbox.

How to add live chat to Shopify?

If you have an active Shop Channel and the Shopify Inbox configured, proceed to Shopify admin -> Settings -> Apps and sales channels -> Inbox -> Open sales channel -> Chat settings, click Shop, and turn the Shop chat on to add a live chat to Shopify.

How to disable Shopify chat?

Proceed to Shopify admin -> Settings -> Apps and sales channels -> Inbox -> Open sales channel -> Chat settings, click Shop, and turn the Shop chat Off to disable a live chat on Shopify.