DeliverliticsUpdated 24 days ago
Know your customers and provide personalized CX!
Deliverlitics allows you to take control of personalizing your CX by allowing you to catalog and categorize all of your customers with a few clicks. That data is then stored and shared anonymously across our network of stores, allowing you to gain shared insights on customers who have committed fraud or are policy abusers, as well as gain insights into customers who should be trusted with instant refunds, and great CX.
Integration benefits
- Integrates with your Shopify store, and provides your personalized customer data back as tags, which can enhance your workflows across all other software products.
- Allows you to rate your customers and build trust, similar to Uber's driver-rider rating system, making identifying problematic customers a breeze.
- Aggregates data from across the network to create detailed customer profiles. These profiles help identify patterns across multiple brands.
- With Deliverlitics merchants can evaluate users through surveys and manage behavioral insights, reflected as Shopify tags viewable inside Shopify and the Gorgias Widget.
Steps
- From your Gorgias account head to Settings → App Store → All Apps
- Find Deliverlitics on the list
- After selecting the app, click on the Connect App button
- Authorize the app
- Make sure to connect Deliverlitics to your Shopify account as well
- Once installed, there will be an HTTP integration created (called Customer Intelligence):
The main functionality of the integration is to use the widget to mark the ticket as a positive or negative customer interaction:
Choose a description from the drop-down menu and optionally add additional comments:
If successful, the action will appear like so in the ticket:
Once the ticket is marked, the Shopify widget will be updated with the corresponding tag based on the option chosen from the menu:
A couple of general things to note about the widget:
- The app validates the customer GID (from Shopify) so the survey will generate tags into the Shopify widget only the first time the widget is used (for ‘positive’ or ‘negative’).
- The app includes a third option in the negative survey, where you can block a customer, in which case it creates this tag → DLTX_Survey_Action_Local:User Blocked. In Gorgias, this tag is informational only (visible in the ticket after the widget action has successfully passed:
The action is applied in Shopify and doesn't impact the customer’s overall status, but the tags will be visible under the customer’s profile (image above). What is impacted when a customer is blocked, is that any future orders created by that customer will be canceled in Shopify, and the orders will be tagged as well. The canceled order will also be visible in the Gorgias Shopify widget:
