Here at Blend Commerce, our marketing team has been researching, collecting and putting together a new blog series where we take a look at the latest feature updates from our Partners and what these mean for Shopify merchants.
In this blog, we’ll be taking a look at updates in December from:
Gorgias
Gorgias is an e-commerce help desk that strives to turn your customer service into a profit centre. Integrating with Shopify, Messenger, Emails, Klaviyo and Reviews.io, you can bring all of your customer service messages into one helpful place.
Send a Custom Satisfaction Survey via Outlook/Gmail
When you send a survey using Gmail or Outlook integrations, the integrations will now be used to send the survey. This means you will now see the surveys sent in your inbox’s “sent folder and will work for a survey sent both on email and chat.
Sending Custom Satisfaction Surveys could be a good way of finding out how well your customer service is performing or identify areas for improvement. You can find out more about this survey from Gorgias here.
Source: https://updates.gorgias.com/posts/send-csat-via-outlook-gmail-integration
Reply to Facebook comments via Messenger
Text Gorgias has now released a private reply button to allow you to respond to comments on your page via Messenger.
A ‘Message’ button is now available next to the comment. Clicking on this will open a popup allowing the customer support agent to reply to the comment via Messenger.
Once the reply is sent, an event will be displayed in the comment ticket along with links to the Messenger Ticket. On the Messenger ticket, the comment will also be shown as a private reply.
Source: https://updates.gorgias.com/posts/reply-to-facebook-comments-via-messenger
View Sections
A large interface update has been seen towards the end of 2020 for Gorgias with changes made to the views navigation sidebar. They can now be organised into sections and create collapsible groups of views.
Until now you used to see many of them in a single place which could be confusing for larger customer service teams. Moving forward you can use this new feature to separate agent’s private views from your team’s shared views.
Here is a demo from Gorgias:
We think this is a great update as it allows you to build your own private views whilst keeping a common space that’s accessible for all agents. This small but mighty update will help facilitate team collaboration, onboarding and the overall navigation across views, creating an easy to follow order that will not only help your team but also improve customer service efficiency.
Source: https://updates.gorgias.com/posts/view-sections
You can find all of Gorgias updates here: https://updates.gorgias.com/
PushOwl
PushOwl is an effective way to convert your one-time visitors into loyal customers with push notifications. Without the need for an email or phone number, you can use your customer’s browser to send them notifications about sales or new arrivals you have on your store.
If you'd like to learn more about why PushOwl is a must-have addition to your Shopify Store read our blog here.
New Integration with Alloy
To give merchants the flexibility to communicate with their shoppers more efficiently, Push Owl has a new integration with Alloy, a powerful automation solution that lets you set up and run workflows. You can learn how to set up a workflow here.
The integration between PushOwl and Alloy allows merchants to set up highly specific web push campaigns and automated notification based on specific triggers like an action taken by a customer or an update on your Shopify store.
To get started, we’ve listed a few PushOwl-specific use cases for your Alloy workflows:
- Send a notification to your customer when their customer tag is updated or when they earn rewards through your loyalty program.
- If you use ReCharge you can send a web push notification to your shopper when their subscription is renewed.
- Easily inform your customers about their order updates by setting up this workflow on Alloy.
- Alert shoppers of new products or collection with an automated campaign.
Here at Blend we think this is a great integration and step forward for PushOwl. From an agency perspective, this allows us to come up with brand new ways of integration PushOwl with our other partner apps to create a marketing strategy that will elevate our clients.
Shopify Merchants are no longer limited to being on Shopify Plus to make use of similar workflows in Shopify Flows and have a great opportunity to enhance their customer experience across their store.
Source: https://blog.pushowl.com/pushowl-integrates-with-powerful-automation-solution-alloy-to-create-web-push-workflows/
You can find all PushOwl updates here: https://blog.pushowl.com/
Reviews.io
Reviews.io is one of the leading review collection platforms and trusted by many big brands in the UK. As a Google Licensed Review Partner, Reviews.io gives Shopify merchants the ability to enhance the power of their customer’s voice to increase brand trust.
Text Segment Klaviyo Data Based on Attributes
Reviews.io has been working on improving its integration with Klaviyo. You can now segment your Klaviyo data based on attributes passed from Reviews.io, this could be age, influencer score, happiness etc. It’s available now on all plans at no additional cost.
You can find out more about the integration here.
Source: Callum McKeefery via LinkedIn
You can find all of Reviews.io’s updates here: https://announcekit.app/reviews.io/announcements
SMSBump
SMSBump is a highly developed SMS Marketing Platform that uses Shopify customer data to create a personalised experience through Flows and Campaigns. Integrating with Klaviyo, ReCharge and LoyaltyLion, Shopify merchants can reach their customers in new ways with incredible open rate and ROI of text messages.
Browse Abandonment Flows are here!
Connecting with your customer at the right moment with the right message is essential for a successful conversion. This is why the SMSBump team released the Browse abandonment flow.
The newest addition to their product helps Shopify merchants reach SMS subscribers that dropped out of the purchase funnel while browsing on their online store. The flow is fully customisable, so merchants can tailor incentives based on the products shoppers last saw.
And the best thing - it’s fully automated, no need to install complicated code or add additional widgets to your store. Simply activate the flow and it will do the heavy-lifting for you.
With the advancements of Flows, SMSBump released another new feature to help you track your results even better than before - Flow analytics. With just a click of a button, you will know how each message of your flow performs and make the necessary adjustments on the spot, without the need to go back-and-forth between analytics and flows.
We’re excited to see how Browse Abandonment Flows develops in the future. We can already see how using these with a combination of additional flows and advanced segmentation can create a personalised experience for every subscriber allowing you to maximize conversions from some of your most engaged customers.
Source: https://smsbump.com/blogs/recover-sales-with-abandoned-carts-browse-abandonment-flows
You can find all of their updates here: https://smsbump.com/blog/new-features
Summary
There we have it! All of the latest updates you need to know from our Partners. We’re excited to see what else our Partners release next and we’ll be sure to update you!
If you need any additional information or have any questions, leave us a comment below or email us at hello@blendcommerce.com and we’ll connect you to one of our partners or our customer service team here at Blend.
