Automate 97% of CRM tickets for your Shopify Store

Automate 97% of CRM Tickets for Your Shopify Store

Handling customer tickets can be a daunting task, especially if you're running a Shopify store that receives hundreds or thousands of ticket inquiries every week or month. One of the stores in our portfolio faces a similar challenge, and we've developed a strategy to automate over 90% of customer tickets efficiently. Here, I share my key takeaways, which I hope will be beneficial for your business too.

Lines of Defense Framework for CRM

I like to visualize the customer support process as defending your goal against incoming customer tickets, which are akin to an opposing team trying to score. Here's a detailed breakdown of our defensive strategy:

1. FAQ Pages

Having comprehensive FAQ sections on your product pages or a dedicated FAQ page can address customer queries directly. This preemptive measure often resolves questions before they escalate into support tickets.

2. Chatbots

Implementing chatbots on your website is another layer of defense. These AI-driven tools can provide instant answers to common customer questions, helping customers right on the product page.

3. Rules and Macros Using CRM Software

The most crucial part of our defense is leveraging rules and macros within your CRM software. We use Gorgias, but various tools are available that offer similar functionalities. These rules can automatically handle specific keywords in customer inquiries.

For instance:

Our system identifies emails with the subject line containing "tracking code."
It then fetches the tracking code from the Shopify order page and
Automatically sends a customized email to the customer within minutes.

This automation drastically reduces the manual effort required and ensures a quick response time, enhancing customer satisfaction.

Keywords

Shopify store
Customer tickets
FAQ pages
Chatbots
CRM software
Gorgias
Automation
Rules and macros

FAQ

Q: What are the benefits of having FAQ pages on a Shopify store? A: FAQ pages can address customer queries directly, often resolving questions before they escalate into support tickets. This can significantly reduce the volume of customer tickets and improve customer satisfaction.

Q: How can chatbots help in reducing customer support tickets? A: Chatbots provide instant answers to common customer questions, assisting customers in real-time on the product page. This immediate support can prevent many inquiries from turning into support tickets.

Q: What CRM tool is mentioned in the article for automating customer tickets? A: The article mentions Gorgias as the CRM tool used for automating responses to customer tickets.

Q: How do rules and macros work in CRM software? A: Rules and macros in CRM software can automatically handle specific keywords in customer inquiries. For example, the system can identify emails with particular subjects (like "tracking code") and then fetch relevant information from the order page to send a customized response.

Q: Can this automation be applied to any CRM software? A: Yes, the concept of using rules and macros for automation is not limited to Gorgias. Many other CRM tools offer similar functionalities to streamline and automate customer support processes.