You're an e-commerce company and you're in need of some help to improve your customer service? No worries, we got you covered. Here is a guide on customer service for online stores that will tell you everything you need to know about the steps you have to take to make the most out of Crisp.

Features available for online stores in the Unlimited Plan

Knowledge base: Create a knowledge base and publish articles to make your customers and leads more autonomous.
Shared Inbox: Build a centralized inbox to unify all your channels into one place. Connect chats, Messenger, WhatsApp, Emails and more!
Instagram: Connect Instagram DMs to your shared inbox and build chatbots!
WhatsApp: Connect WhatsApp messages to your shared inbox and build WhatsApp Shared Inbox for your online store.
Phone calls: Connect Aircall to Crisp to start and receive phone calls straight from Crisp inbox.
Status Page: Display the availability of your services to the world, improve transparency and double down on trust.
Customer Reminders: Never forget another important milestone with your leads or your customer.
Routing Rules: Route conversations automatically to the right reps to improve response time and time to resolution.
Magic Browse: Monitor customers' screen in real-time and take control of the screen to help customers in distress.
Live Translate: Translate your messages to scale your customers' relationship at an international level while not having to hire new reps.
Automated Replies: Build an autoresponder that will take the lead on the conversations based on specific actions.
Chatbot: Craft the best conversational experiences through automated scenarios to make customer experience unforgettable.
Campaigns: Build automated sequences that will make your life much easier. Whether it's chat or email, send the right message, at the right time.
CRM: Centralize contacts and interactions inside your CRM to forget about siloed data.
Video Calls: Make your customer experience much more human with peer to peer video chat.
Screen Sharing: Share your screen or let your customer share his screen to simplify support and user experience.
Analytics: Get insights about your customers' experience and improve the way you're chatting with your customers.
SMS: Send and receive SMS straight from Crisp Inbox.
Line: Send and receive messages from Line straight over Crisp Inbox.
Zapier: Connect with the app you love in little to no time.
Integrations: Connect Crisp to major CRMs such as Pipedrive, Hubspot, Salesforce or Zoho.
Customer satisfaction: Assess the quality of your customer support through CSAT.

Getting Started with the Unlimited Plan as an E-Commerce Business

We have a dedicated integration with Shopify which is listed on the Shopify marketplace, make sure to check it out.

>>> Connect the Shopify Integration with my Crisp workspace
>>> Connect the WooCommerce plugin with my Crisp Workspace
>>> Connect the Adobe Commerce extension with my Crisp Workspace

Adding new teammates to your ecommerce helpdesk (Total: 2 minutes) 👨‍👨‍👦‍👦

Gather the whole team around your shared inbox with Crisp. Simply add new accounts to Crisp to improve the quality of your support and humanize your brand. With the Unlimited plan, there's a limit concerning the number of agents that are able to connect: 20. Then, there is an additional 10$ / month / agent to be paid.

You'll need:
To be owner of your workspace
Have your colleagues' emails

Click here if you need help on how to invite new operators to your team.

Connect your generic mailboxes to your e-commerce helpdesk (Total: 10 minutes) 📬

As an e-commerce business, you have a lot of emails to deal with. That's why Crisp offers the ability to centralize as many emails as you want within one inbox.

For example, you could centralize emails such as "delivery@myshop.com" or "reviews@myshop.com" to improve internal collaboration between your teams and enhance answers' quality.

➡️ Click here to discover how you can connect Crisp to your maibox

Connect Instagram DM, Messenger, and WhatsApp to your Crisp Inbox

Overloaded by DMs coming from social networks or messaging apps? We got your back! Connect Instagram DMs, Messenger or WhatsApp to your helpdesk for ecommerce to build one unified Crisp inbox that gathers conversations, teams and data around one platform.

Here is how you can do:
Connect Crisp to Instagram: https://help.crisp.chat/en/article/how-to-link-crisp-with-instagram-dm-14xg8xl/
Connect Crisp to Messenger: https://help.crisp.chat/en/article/how-to-link-your-facebook-messenger-pages-to-crisp-1gbgm9d/
Connect Crisp to WhatsApp: https://help.crisp.chat/en/article/how-to-setup-crisp-with-whatsapp-11rcwkw/

Benefit from these integrations by building chatbots that connect with these channels automatically! With Crisp chatbots, you can build flows that get triggered on any channel.

Connect data sources (Total: it depends) ⚙️

Being able to get customers' data is vital to enhancing customers' experience. To do so, you have plenty of options. You can use our Shopify integration, our APIs or use a tool such as Segment to make data flow easily between your different sources.

Here are the different steps depending on your choices:

Using the Shopify integration

The Shopify integration enables automated data synchronization every time you have a new conversation coming to your helpdesk. Making it super easy for any online store to offer the best customer experience ever!

➡️ Click here to see more about the Shopify integration

Using API to get customers' data :

This method uses the Crisp REST API, which you can call from your own backend code. To make it easier, we have API wrappers available in several languages.

session data: Update Conversation Metas
contact data: Save People Data

You'll need to add your custom data in the "data" object in the request body:

{
   "data": {
      "plan_price": "95"
   }
}

This will make data synchronization automatic between your own backend and Crisp

Using Segment.com

Segment is a powerful tool that helps your business to share data among different tools. it doesn't require any coding skills once it's enabled.

To do so you'll need to:
Enable the Segment integration available in your Crisp plugins.
Have a Segment account up and running

Using a CSV import:

As said, importing data is a key asset. At Crisp, we provide you with the ability to use a CSV file to import your data from a previous provider or from your existing database.

to do you'll need:
A CSV file
Follow the steps required in the contact tabs

Here is a guide that will tell you what to do to import your contacts using a CSV file.

Create shortcuts for your ecommerce helpdesk (Total: 15 Minutes) 💨

Shortcuts are template messages available for your teams to increase first response time. It can be used on lots of different occasions. In the e-commerce industry, it's particularly needed when you're trying to build the best customer service.

To do so you'll need:
Go to https://app.crisp.chat/settings/shortcuts/
Add a !bang. This bang will be a word which will be used later to reply faster. Like !forget_password
Organize your shortcuts using categories, like Videos, Greetings, Products, etc.
Finally, write your content

⚠️ You can add macros to your shortcuts to personalize your messages at scale.

Here are some examples you could create too:

Delivery: We all know that repetitive questions for e-commerce business are numerous. Particularly the ones about delivery. Make sure you have existing answers for these requests.
Openers: Saying "hello, how can I help" all day long is boring. By building personalized openers, you make sure your team doesn't get bored while keeping proximity with your customers and leads

Import or Create a knowledge base (FAQ) (Total: It depends) 📚

Here, you have two options

Create a knowledge base

Building a knowledge base can be time-consuming, especially when you're starting from nowhere. Here are some guiding steps that could help you to set things up properly:

Don't try to have the most extensive knowledge base. Start small and grow from day to day.
Ask your teams:" what are the most frequent questions customers have?" then build your first articles upon those answers.
Make your knowledge visible from the homepage of your website (and not that sneaky little link in the footer that no one sees)

Here is an article that will tell you everything you need to know to build a great knowledge base.

Import a knowledge base

You already have a knowledge base built through another provider? No worries, we got your back with a tool that will import all your articles in your new environment.

To do so, simply follow this article.

Build a chatbot to qualify and route conversations (Total: 60 minutes) 🤖

Chatbots are a powerful asset to improve your customer satisfaction and your team productivity. There are plenty of situations where a chatbot can be efficient to enhance productivity.

Here are some examples of scenarios you could build thanks to our chatbot software:
- Out of office responder: That's the perfect trick to build consistency in your customer service while being offline at night and on weekends. Make sure you build a good one.

To do so, make sure:
- You've your availability settings up and ready for the entire team

Here is an example of a weekend responder.

- Repetitive questions' responder: We told you to build a knowledge base earlier, it's time to use it! Combine keywords and content to push the right knowledge article based on customers' question.

To do so, make sure:
- You have built a knowledge base
- You have identified your top 5 most FAQ

How to create a support bot to answer customers automatically?

- Routing responder: Avoiding waiting time for customers is a key factor of success. To do so, build a bot that will qualify customers' intent and route him directly to the right group of people.

To do so, make sure:
- You have gathered the company around Crisp
- You have built routing rules (Click here to know more about them)

Here is an example of a bot scenario you could build.


Now you're all set to build the best customer service thanks to Crisp ecommerce helpdesk for Shopify. Still have more questions? Feel free to get in touch with us using chat!

Updated on: 07/06/2023