Shopify is a multinational e-commerce platform that enables small merchants to set up online stores and sell locally produced products across the internet. Unlike big brands, small merchants sell products with limited resources. Managing customers support thus becomes a daunting task for most of these small merchants on Shopify. But don’t worry, Omnie is here to help you.
Integrated with Service Inc., Omnie launched a customer support app on the Shopify App Store. Named ‘Omnie ‑ Branded Live Support‘, the new app is available for all at a minimum cost of $99/month. The app doesn’t have any other pricing plan. In Silver $99/month plan, Omnie mentions that it would additionally charge merchants with $0.09 for every order.
How Omnie App Works?
The Omnie app allows merchants to place a live chat widget on their store’s one or many pages. Each of the customer’s query will be answered by a team of experienced agents. These professionals will be available to handle merchants’ communication with customers 24/7. In the meantime, Shopify merchants can focus on improving shopping experience of their customers.
The conventional live chat applications require merchants to be online 24/7. Merchants have to answer each of customers’ query by themselves, compromising time from other commitments. Another problem that merchants face with a traditional chat software is that sometimes they get customers’ queries beyond their area of expertise. With the Omnie app, these merchants can work peacefully while experts chat with their customers to resolve the most complicated problems.
The new app is powered by Human Cloud Network of Omnie. An additional feature of this service is that it helps converting site visitors into customers. Omnie promises instant support on any query, provides assistance for online purchases and recommends products to customers on the basis of their queries.
The modern customer expects 24/7 support available at their fingertips, but this is next to impossible for growing Shopify merchants. We are thrilled be here to delight their customers, allowing our valued Shopify merchants time to focus on growth.
Jordan Brown, Founder, Omnie
Less Cart Abandonments, More Sales
Omnie claims that a live chat support 24//7 ensures there is less cart abandonment and bounce rate on website. The instant support also helps build a long lasting relationship with customers.
“At Omnie, we are focused on making premier customer experiences available to businesses of all sizes.” Jordan Brown, Founder of Omnie, said in a press release.
“The modern customer expects 24/7 support available at their fingertips, but this is next to impossible for growing Shopify merchants. We are thrilled be here to delight their customers, allowing our valued Shopify merchants time to focus on growth,” Brown added.
How to Install Omnie – Branded Live Support App?
Shopify merchants can set up Omnie – Branded Live Support app within a few minutes without any prior knowledge of coding. All they need is to download it from the Shopify App Store and brand its widget on their Shopify store.
The Omnie widget allows merchants to change the background colour of button and header to match with the brand asthetics. Luncher text color feature allows merchants to write a message for customers in any preferable colour. The widget position can be decided from bottom right, bottom left, top right and top left options. The Omnie – Branded Live Support app also allows merchants to change launcher button text and form title text as per their store requirements.
For a better personlised experience, Omnie asks merchants a few short questions, which help the team of experts better assist their customers. That’s it, once you answer these questions, Omnie starts its commitment of live chat support 24/7.
Shopify And Customer Support
Customers support is the most important aspect of online selling and Shopify knows this much more than any other e-commerce platform. In August, Shopify invested in Gorgias to build the best of customer service tools for e-commerce websites. With this, the company raised $30 million to take its overall valuation to $710 million.
The new $30 million investment was made by Shopify and Transpose Platform. Gorgias already has investors like SaaStr’s Jason Lemkin, CRV, Alven and Sapphire Ventures’ Rajeev Dham. According to Tech Crunch, Gorgias’ current funding is $72.4 million.
In 2020, Gorgias was helping over 4,500 online stores with customer support tools based on live chat, phone, email, SMS, messaging apps like WhatsApp and social media. It now has over 10,000 stores under its name. Steve Madden, Princess Polly, Olipop and Marine Layer are among some of its prominent clients. Most of its associated companies use Shopify to sell their products.
Gorgias has a staff of 245 employees with physical offices in cities like Paris, San Francisco, Toronto, Sydney, New York City, Belgrade and Charlotte.
Gorgias co-founder and CEO Romain Lapeyre was then told Tech Crunch that a proactive support boosts conversion rates. “Both the automation and ticket prioritization will further merchant revenue goals by better identifying shoppers who are ready to buy and by increasing conversion rates through proactive support — an innovation in the current helpdesk market,” Lapeyre said.
