Help Desk is a customer-focused support system, designed specifically to operate out of the Shopify backend, as an integral part of the platform.
Messages from both contact form and direct emails are assembled in a single backend "inbox", so the store admins get a simplified workflow.
Furthermore, all messages associated with a single customer are neatly arranged in a conversation layout. Individual notes, previous orders, and related follow up messages are also available for each customer.
Having all customer communications assembled in a single location allows admins to stay on top of any arising issues, as well as provide timely and, above all, relevant assistance to the customers.
All messages created by an individual customer are arranged in a single thread. This way there is no need to look up previous messages in order to build a complete picture of the correspondence history.
Message history, notes, orders, purchased products and related follow up emails are available for quick reference, helping make appropriate support decisions on spot.
All customer related events are arranged in chronological order.
Create any number of inquiry topics that will be available to customers when submitting a new message. This way you may optimize your workflow by group processing messages with similar topics or reassigning certain topics to different people.
Keep individual customer notes visible to admins only. Use them to log calls, write down solutions reached or promises made, monitor status changes, etc.
Help Desk allows receiving both plain text messages and messages with attached files.
Each message changes its status automatically (unread, read, replied, deleted, etc.), allowing you to streamline your workflow.
You may additionally control the quality of responses via supplementary ВСС email addresses specified in the settings.
Our contact form provides reCAPTCHA functionality to protect you from spam.
Help Desk operates within Shopify admin area as an embedded app and meets all the platform design standards.
Help Desk is integrated with the Follow Up Email application, allowing you to track follow up emails sent to each individual customer.
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