Customer Insight for Shopify

Ola Górska
5 min read
updated: Jun 15, 2020

Install Customer Insight to access information about your customers and their orders right in the LiveChat app. Have more than one store on Shopify? No problem! With Customer Insight, you can connect multiple stores to one LiveChat license.

For installation guide see this article
For installation guide see this article

Customer Insight allows you to:

  • View your customer’s cart
  • View a customer’s profile and shopping history (for customers who are logged into your store)
  • Send product cards directly in chat
  • Access your Shopify store details, and view orders and refunds – CCA is your Shopify Admin Panel right in the LiveChat app!

Customer Insight app - LiveChat for Shopify

View your customer’s cart

Customer Insight lets you see the contents of your customer’s cart in real time, right in the Chats section of the LiveChat Agent App. No need to switch between tabs and visit your Shopify Admin panel – you can find this information in the Details section on the right. Use the time saved to engage with customers, e.g., send Product Cards on the basis of what they’ve already placed in their cart. When the customer starts a chat, you immediately know the context of the chat.

During the chat, you can see the total value of a customer’s cart in the Details section. Click on Cart Content to view the list of items currently in the cart (you can also access this view by clicking on the Shopify tab).

The customer wants to discuss an order they already placed? For customers who logged in, you can see their shopping history in the Details section. Customer not logged in? No problem! Just ask for the order number and you can view the order info right in the Customer Insight widget.

Customer’s cart empty? Suggest items by sending some Product Cards!

View a customer’s profile and shopping history (for logged in customers)

If the customer has logged into your store, you have access to their user profile and shopping history in the Customer Insight widget. For frequent shoppers and big spenders, add an appropriate tag to their profile. Is there something your sales team should know about this customer? Add a note to their profile.

Without leaving the LiveChat Agent app, you can view your customer’s cart in real time, as well as their orders and refunds.

You can also check the status of their last order and send order details in chat.

Send Product Cards in chat

Customer doesn’t have any items in their cart yet? Why not suggest an item, or a choice of items, by sending Product Cards. Each product card consists of an image, a description, and a button that is linked to a product page in your Shopify store. You can pick up to 10 items at a time and send them in chat. The customer will receive a carousel of clickable Product Cards that link to your store.

View orders and refunds

If the customer comes to chat to discuss an order they already placed, you can retrieve the order info right in the Customer Insight widget.

For users who are logged in – just click on Orders to see the list of the customer’s orders and review their status:

Click on a specific order to check which items are fulfilled, which are unfulfilled, and whether the order is paid. You can send this info to the customer with the click of a button - just click on ‘Send order details’.

And if they mention a special request, add a note to their order (you can also view the notes added to the order by the customer).

The customer has not logged in into your store? Not to worry! All you need is the order number, and you can view the order in the Customer Insight widget as well. To access your store information in the Customer Insight widget, click on the Shopify tab in the Details section.

When your customer is not logged in, the tab opens on the Store section of the Customer Insight widget - you can view your entire store order history there. Click on Orders and enter the order number to access order details.

If the customer comes to discuss a refund, this also can be done in the Customer Insight widget.

All of the above and more you get when you install the Customer Insight app. More features are still to come, as we continue to work towards an even more seamless shopping experience for your customers.

If you’re new to LiveChat and want to try out Customer Insight, head to Shopify App Store and install LiveChat for Shopify.

If you already use LiveChat for Shopify, to migrate to the latest version of the app, go to Shopify Dashboard and log in to the app with your LiveChat credentials

If you’re new to LiveChat and want to try out Customer Insight, head to Shopify App Store and install LiveChat for Shopify.

If you already use LiveChat for Shopify, to migrate to the latest version of the app, go to Shopify Dashboard and log in to the app with your LiveChat credentials

Access to particular functionalities may vary depending on your subscription plan.

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