View ecommerce order information during a conversation

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Introduction

The View ecommerce order information during a conversation feature in ActiveCampaign enhances the customer support experience by providing agents with comprehensive visibility into a known visitor's order history during live conversations. This capability is essential for fostering meaningful interactions, as it enables agents to address queries related to previous purchases swiftly, recommend products, or resolve issues based on the customer's purchase behavior.

Understanding the order details—including total revenue, order status, and specific items purchased—equips agents with the necessary context to provide personalized assistance. This kind of tailored support not only boosts customer satisfaction but also drives retention and loyalty, making it a valuable asset for businesses leveraging ecommerce integrations.

How to Access This Feature

To access the ecommerce order information during a conversation, ensure that you have integrated your ecommerce platform with ActiveCampaign. Supported platforms include **Shopify**, **WooCommerce**, **BigCommerce**, and **Square**. Once the integration is set up, this feature automatically activates for conversations involving known visitors who have a shopping history.

Step-by-Step Instructions

Follow these steps to view ecommerce order information during a conversation:

1. **Log in to your ActiveCampaign account**. 2. Navigate to the **Conversations** section by clicking on the corresponding option in the main menu. 3. When a visitor starts a conversation and is recognized as a known customer, their order information will be displayed instantly in the conversation interface. 4. The displayed ecommerce information will include the most recent order by default. To view additional orders for the contact, click on the order dropdown menu.

Ecommerce Order Information Displayed

The specific details you will see in the conversation include:

• **Ecommerce logo and connected store name**: This identifies where the customer made their purchases.
• **Total revenue**: The total amount spent by the customer over time.
• **Total orders**: The cumulative number of orders placed by the customer.
• **Average order value**: The average amount spent per order.
• **Order number**: Unique identifier for each order.
• **Order date and time**: When the order was placed.
• **Order status**: Current status of the order (e.g., processing, shipped).
• **Number of products purchased in the order**: The total quantity of items within that order.
• **Items included in the order**: List of products purchased.
• **SKU**: Stock Keeping Unit for inventory tracking.
• **Order total**: The final amount paid for the specific order.

Configuration Options and Settings

This feature requires specific configuration settings to enable its functionality. Ensure that you have:

• Integrated with the supported ecommerce platforms (Shopify, WooCommerce, BigCommerce, or Square).
• Ensured that you are communicating with known visitors, as the ecommerce information will only appear for customers with previous purchase history.

If you encounter issues, ensuring correct integration settings may resolve connectivity problems.

Best Practices and Tips

1. **Train agents**: Ensure that your support agents are familiar with how to interpret and utilize the order information displayed during conversations. This can significantly improve the quality of support provided. 2. **Promote personalized interactions**: Encourage your agents to use the ecommerce information to tailor their responses based on the customer’s past purchases. 3. **Monitor customer interactions**: Keep track of how frequently customers interact, as this can help your team identify return customers and consider loyalty programs.

Common Use Cases with Examples

• **Customer Inquiries**: A customer reaches out asking about their order status—agents can quickly see the order status and provide real-time updates based on the order information displayed.
• **Assisting with Returns**: If a customer wants to return an item, agents can reference the order details displayed during the conversation to look up return policies and statuses.
• **Addressing Complaints**: If there’s a complaint regarding a product, the agent can look at what the customer has purchased to offer replacements or solutions effectively.

Troubleshooting

If you are not seeing the ecommerce information as expected during conversations:

• Confirm that the integration with your ecommerce platform is active and properly configured.
• Check if the visitor is known (has made prior purchases); information will not display for new visitors without previous orders.
• Ensure that the communications are not being filtered or restricted in ActiveCampaign settings.

Related Features

- Conversations - Ecommerce Integration - Customer Support

FAQ

1. Which ecommerce platforms are supported for viewing order information?

  - Supported platforms include **Shopify**, **WooCommerce**, **BigCommerce**, and **Square**.

2. What type of order information is displayed during a conversation?

  - The information includes the customer's total revenue, total orders, order numbers, order statuses, and product details.

3. Can I see order information for all visitors?

  - No, this feature only displays information for known visitors who have made previous purchases.

4. Is this feature available on all ActiveCampaign plans?

  - No, the Conversations feature was no longer available for purchase as of January 3, 2023.

5. What should I do if order information is not displaying?

  - Ensure integration with the ecommerce platform is active and that the visitor is recognized as a known customer.

6. Does this feature help with upselling or cross-selling?

  - Yes, agents can use parcel information about what customers have previously purchased to recommend related products.

7. How can I ensure that my agents are trained to use this feature effectively?

  - Organize training sessions that focus on interpreting the displayed information and applying it during customer interactions.

This comprehensive overview should assist users in effectively utilizing the feature to enhance their customer conversations. ```