Shopgate has debuted an in-app live chat capability, powered by Intercom. The feature is designed to give retailers more control and organization for their mobile shopping app needs, and in turn, enable them to improve conversations and customer satisfaction rates.
Using Intercom Live Chat, a mobile shopper can click the “chat” tab to contact the retailer on their own terms. The Intercom Live Chat feature can also be set to have the app automatically send a message to the shopper asking if they need live assistance. Retailers also can decide where to continue the conversation, whether in the chat box or via email.
The chat feature also helps its retailers stay more organized by assigning shoppers with customer care team members based on languages spoken and types of questions asked. Retailers also are given access to customer care teams’ inboxes to see which team members are helping which mobile app shoppers. These tools can provide retailers a more efficient and enhanced structure than most traditional customer hotlines and service pages.