Manage all customer communication from a single admin tab by combining incoming emails with contact form messages.
Managing customer communication from a single location allows for a timely, more relevant support decisions, and saves precious admin time.
Help Desk is a customer-oriented support system designed specifically to operate out of Shopify backend, as an integral part of the platform.
Messages from both contact form and direct emails are assembled in a single backend "inbox". Nothing is changed in the customer routine though - it is only the admin who gets a simplified workflow.
Further, all messages associated with a single customer are neatly arranged in a conversation layout. Individual notes, previous orders, and related follow up messages are also available for each customer.
✓ One contact point for all direct emails and contact form messages
Having all of the customer communication assembled in a single location allows admins to stay on top of any arising issues and provide timely and, above all, relevant assistance to the customers.
Compliance with CRM standards
✓ Individual message threads for each customer
All messages created by an individual customer are arranged in a single thread. This way there is no need to look up previous messages in order to build a complete picture of the correspondence history.
✓ Additional customer information
Message history, notes, orders, purchased products and related follow up emails are available for quick reference and making appropriate support decisions on the spot.
✓ Logical information view
All customer related events are arranged in chronological order.
✓ Contact topics
Create any number of inquiry topics, which will be available to customers when submitting a new message. This way you can optimize your workflow by group processing messages with similar topics or reassigning certain topics to different people.
✓ Admin notes
Keep individual customer notes visible to admin only. Use them to log calls, write down the solutions reached or promises made, monitor status changes, etc.
✓ All message types
This app allows receiving both plain text messages and messages with attached files.
✓ Automated message statuses
Each message changes its status automatically (unread, read, replied, deleted, etc.), allowing you to streamline your workflow.
✓ Additional Message Control
You can additionally control, individually or jointly, the quality of responses via supplementary ВСС email addresses specified in the settings.
✓ reCAPTCHA support
Our contact form contains the reCAPTCHA functionality to protect you from SPAM.
Help Desk works smoothly in the Shopify admin area as an embedded app and meets all necessary platform design standards.
Follow Up Email integration
Help Desk is integrated with the Follow Up Email application, allowing you to track the follow up emails sent to each individual customer.
Moneyback: 30 days
aheadWorks eCommerce experience spans 15 years
We have been around for almost as long as eCommerce itself and had enough time to learn a trick or two. Our primary focus has always been on SMEs, which allowed us to learn about their needs, and design solutions to match.
That being said, we have recently decided to put our expertise towards developing Shopify applications and we are now happy to present solutions that are certain to make your life much easier.
15 years of developing solutions for eCommerce
45 experts continuously pushing our service to a new level
~ 250 000 times our apps have been installed by online merchants