I used to be on Magento and used Zendesk for our live chat.
I've just moved my store to Shopify and I'm really impressed with how apps integrate natively with Shopify?
I feel like the productivity of my support team could skyrocket.
I've tried Klaviyo and a few others and I'm thinking about moving off Zendesk to try a more integrated app.
Do you guys have any suggestion on what's best?
My requirements: I'd like to:
Just discovering this community forum and it has proven to be very valuable.
Welcome to the Shopify community and I wish you all success with your new Shopify store!
I think you're making the right decision by moving off Zendesk to more integrated solution.
In that context, I may suggest trying out Gorgias Shopify Live Chat
I've listed below how I think it answers all your requirements. Feel free to ask me questions on a specific feature if it's unclear.
- Avoid sharing Shopify logins with my support team so if they can perform some basic actions or retrieve customers data from the app, that would be awesome
Gorgias does integrate natively with Shopify and other apps so your support team doesn't have to leave the helpdesk: http://gorgias.io/integrations/
- Integrate with other email app so I can check other discussions with the same customer.
Gorgias is fully omni-channel and can help you manage all your support channel in one view: email, facebook comments, instagram, SMS and more.
- Automate some answers without relying on a chrome extension or similar
You can do this in 2 ways in Gorgias. One is using macros, the other one is using phrase prediction.
- Add notes to customers or tickets + Tags to tickets
You can do this too :)
Hope this helps and welcome again!
You may try out Gorgias Shopify live chat. It has all the features you're describing especially the ones around integrations (emails, shopify, other apps) and automations (macros, phrase prediction)
I believe that HelpCenter App has what you’re looking for and would help to take your customer support team to new heights.
HelpCenter’s Live Chat feature lets you communicate with your customers in real-time and also saves all your communications in the HelpDesk ticketing system.
The HelpDesk ticketing system will cover everything you expect a help desk system to have - adding notes, tagging, automated replies. Besides that, you can have as many inboxes, live chat accounts, and agents as you need.