Match Customer by Shopify Default Address Phone NumberUpdated 14 days ago

Overview

The “Match Customer by Shopify Default Address Phone Number” enhances customer identification by checking multiple locations within a Shopify customer’s profile, including the default shipping address, for phone number matches. This reduces duplicate profiles by automatically merging them based on phone numbers and provides agents with a complete customer history, leading to faster and more efficient support.

How to enable phone number matching

1. Go to Settings in your Shopify integration.

2. Find the Match Customer by Phone Number toggle.

3. Switch the toggle to On to enable the feature.

By default, this feature is turned Off and must be enabled in your Shopify integration settings.

How it works

When this feature is enabled, Gorgias will match customer profiles using phone numbers found in their Shopify default shipping address. For customers who have interacted with your Shopify store before this feature is activated, there are specific behaviors to be aware of:

Example Scenario:

Before Enabling the Feature:

• A customer, Jane Doe, places an order in your Shopify store. This creates a profile in Gorgias as Customer A - Email ([email protected]).
• Later, Jane Doe calls your customer support from her phone number, creating a separate profile in Gorgias as Customer B - Phone Number (+123456789), which is not linked to any Shopify profile because the phone number wasn’t previously included in the customer’s primary contact information.

After Enabling the Feature:

• Jane Doe places another order on your Shopify store, and this time her phone number (+123456789) is added to the default shipping address for her order.
• Gorgias now checks for a match with the phone number in Customer B - Phone Number and attempts to add it to Customer A - Email.

Note: If the phone number exists in both profiles (Customer A - Email and Customer B - Phone Number), Gorgias will automatically merge them into a single profile.

Alternative handling options:

• Prompt the agent to merge the profiles manually.
• No Action: If the customer profiles cannot be automatically matched (e.g., due to conflicting information), they will remain separate. Customers who placed orders before this feature was activated would need manual intervention to be merged or matched correctly.

What are the current limitations?

• This feature only matches based on phone numbers found in the default shipping address.
• Existing profiles will not retroactively match unless the phone number information is updated after enabling the feature.

Important Notes

• To avoid data inconsistency, always verify customer profiles before merging.
• If any discrepancies are found, manual intervention may be required to ensure correct customer data alignment.
• The system matches phone numbers regardless of formatting, spacing, or inclusion of country codes. If a number lacks a country code, we will attempt to match it by appending the relevant country code from the customer’s address.
• If a customer’s profile already exists under another customer in Gorgias:
  • First Step: No immediate matching occurs.
  • Follow-up: We will auto-merge the duplicate customer profiles to ensure accuracy
• Gradual rollout to all customer base.