Imagine this: a customer is browsing your Shopify store mobile app, and their eyes snap to a beautiful jacket from your catalog.
It looks great, but will it fit? They quickly scan your product page but can’t find the answer. Frustrated, they are about to quit your app.
Thankfully, they really really like the jacket, so they tap on the in-app chat, expecting no response since they are shopping way past business hours.
Ping! A message pops up, offering options that address common pre-purchase questions, like the sizing. Not only do they get the answer, but you also find an opportunity to upsell or cross-sell similar styles in their desired size.
The sale got saved, all thanks to in-app chat automation. Definitely, a better outcome than an abandoned cart!
In-app chat can be a game-changer for mobile app engagement because it lets you connect with your customers in real time, offering support and guidance.
In fact, customers who chat with your brand are nearly 3X more likely to complete a purchase and half as likely to return their order!
But without automation, this powerful tool can quickly become a time-consuming drain on your resources. With, it can help turn your in-app chat into your tireless chat assistant, keeping your customers engaged and your sales ticking.
So, what are the must-have in-app chat automations you need to implement today?
Essential automations for in-app chat (with templates!)
In this section, we’re going to share essential automations that every brand should consider integrating into their in-app chat systems, along with two ready-made templates for each so you can get started immediately!
1. Return policy-related
One of the most common queries your customer will have in your return policy- specifically, how easy it is to return a product. By prompt and clear responses on chat, you can enhance their confidence in your brand by being transparent about your processes.
Here are two examples:
- Template 1: "Hi there! Need help with a return? Our policy allows returns within 30 days of purchase. Reply with ‘YES’ if you want to know more."
- Template 2: "Sorry to hear you need to return an item! Check out our policy here: [link]. We'll happily guide you through the process."
2. Refund policy-related
Along with details on how a customer can return, they will also likely need clear and reassuring information about how and by when they’ll get their refund.
Here are two templates that you can use to reduce customer anxiety regarding their purchases.
- Template 1: "Concerned about a refund? No worries. Our refund policy ensures a smooth and quick process. Can you share your order details?"
- Template 2: "Need assistance with a refund? Please provide your order ID for quick support!"
3. Shipping related
Since it’s online shopping, keeping your customers informed about their order status is extremely important. In this case, overdoing it actually helps, by sending push notifications each time the status updates. However, they might come to your in-app chat for the same reason.
In this case, use any of the templates below!
- Template 1: "Tracking your order is easy! Enter your order ID and your registered email/phone number.”
- Template 2: "Can’t wait for your item to get delivered? Give us your order number, and we’ll tell you how close it is to reaching you!”
4. Exchange related
Like returns and refunds, your customer might want to exchange to get a different size, before they put up a review. To create a smooth exchange process, your brand has to show flexibility and customer-centric service.
Use the two templates below to get started:
- Template 1: "Not satisfied with your purchase? Let's find you a better fit. Share your order details for a quick exchange."
- Template 2: "Looking to exchange an item? We're here to help. Please provide the order ID for a smooth exchange process."
5. Size guide related
Product pages can often be difficult to scan through. By helping them in making informed decisions about product sizes, you can reduce the chances of returns.
Here are two examples:
- Template 1: "Finding the perfect fit is important. Check out our size guide [link] or ask us for personalized advice."
- Template 2: "Need help with sizing? Check out this video on our sizing, or simply tell us the below measurements, and we’ll find the best fit for you!"
6. Offer discount codes
A well-timed discount when the intention to purchase is high can boost your sales. To incentivize a purchase and reward customer loyalty, send them a discount code.
Use any of the below examples to get started:
- Template 1: "Who doesn't love a good deal? Use code SAVE10 for a 10% discount on your next purchase!"
- Template 2: "Still thinking about (product)? Here’s a discount code to sweeten the deal! Use DISCOUNT20 on your next purchase!"
7. Recommend products (AI-powered chatbot)
Your in-app chat needs to be your store’s best salesperson. To do this, you can use an AI-based virtual assistant to provide personalized product suggestions, increase sales around the clock, and reduce support tickets!
This is a great way to reassure and nudge your interested users to the perfect product match for them.
Check out these two examples:
- Template 1: "We can’t help but notice that you love browsing for (sneakers)! You might love these [product links] too (link)!
- Template 2: "Looking for something specific? Your personal stylist can suggest products tailored to your taste. Just ask!"
8. Upsell and cross-sell
Notice a customer has added something to cart but hasn’t finished purchasing? To maximize sales, you can suggest complementary products to create the perfect bundle.
Here are two templates you can use to increase your A.O.V:
- Template 1: "We love your choice and think it will go perfectly with [related product]! Check it out here (link)!”
- Template 2: "Customers who bought this also loved [related product]. Tap to see more."
9. Review requests
When it comes to gathering social proof, it is important to have a proactive approach. To gather customer feedback, which is crucial for improving products and services, make sure your in-app chat automation includes one for collecting reviews.
Use either of the below for your campaign copy:
- Template 1: "Happy with your purchase? We’d love to hear more! Leave us a review here [link]."
- Template 2: "Your opinion matters! Tell us your experience of using [product] and get an extra 5% OFF on your next order!"
10. Feedback requests & surveys
Unlike the review request that should be ideally shared after a few days of the delivery date, when the person is likely to have tried it enough to leave a review, you can send feedback requests after their first interaction with your chat itself as even their first browsing experience can help you refine your Shopify store.
Get started by using any of the below templates:
- Template 1: "We're always looking to improve! Share your feedback with us in a quick 30-second survey!"
- Template 2: "Got a minute? Help us serve you better by taking this quick survey [link]."
Benefits of automation in in-app chat
We’ve told you how important automating your in-app chat can be, but maybe you’re still considering whether it’s worth it.
Let’s deep-dive into the why.
- Increased conversion rate: When you significantly reduce your response time and provide instant answers to customer queries, you keep them engaged. This can be what makes or breaks a sale. Automated responses can guide your customers to checkout and smooth out any friction points that can frustrate them from purchasing.
- Enhanced customer satisfaction: Online shoppers expect quick and accurate responses, ones that show that it understood their query. Automated chat systems can deliver such an experience consistently, and offer immediate assistance. This leads to higher customer satisfaction, as they feel their issues are being addressed promptly and seriously.
- 24/7 availability: You can get an order at any time- especially if you’re catering to a wide geographical area. Your online customer support through your in-app chat has to be ready for this. Unlike human customer care reps, automated chat systems can respond at any point regardless of the time, day or night. This reassuring availability can help increase positive brand associations, and in turn, increase sales.
- Cost efficiency: Automating inquiries will significantly reduce the workload on your customer support team. This way, your brand can allocate your team’s time for more complex issues. This also helps reduce labor costs and a large overhead.
- Personalized customer interactions: By analyzing customer data, like their browsing history, you can provide custom recommendations. This level of personalization will help customers feel valued and understood, increasing loyalty.
- Scalability: As your brand grows, so will your customer service issues. Automated chat systems are easily scalable, and can handle an increasing volume of inquiries quickly without having to expand your support team.
Conclusion
Today, nurturing an interested user into a customer is more cost-effective than getting another user onto your Shopify store.
To ensure no query goes unanswered, every interaction can be an opportunity to increase sales. The best way of doing that? In app-chat automation!
Remember, this is just a starting point.
With a little creativity and Shopney's powerful automation tools, you can build your in-app chat experience tailored to suit your specific needs and audience.
Best part? No more struggling with multiple tools! Our tool will seamlessly integrate with your Shopify Inbox and customer support platforms like Gorgias, by streamlining all chats into one platform!
