Automate Shopify Order Tracking Support Conversations
Provide automated Shopify order status updates for your customers with Aide AI
When a customer reaches out to inquire about the status of their order, they expect a prompt and accurate response. However, manually looking up order details and providing updates can be time-consuming for your support team, leading to longer response times and frustrated customers. By using Aide for Shopify order tracking, you can ensure that your customers receive timely and relevant information about their orders.
Aide’s Workflow feature allows you to create custom rules based on various conditions, such as the Shopify order details. By setting up multiple Workflows that trigger different Auto Replies based on the order’s shipment status or tracking information, you can provide personalized and accurate responses to each customer’s inquiry.
What you’ll accomplish
By following these steps, you’ll configure Aide to detect when a customer inquires about their order status and send tailored responses based on the specific details of their order. This can work for emails or other sources of messages from a connected omni-channel inbox. It can also work with Aide Chat.
Once set up, your customers will receive instant updates on their order status, reducing the need for manual intervention from your support team. As your business grows and evolves, you can easily adjust your Workflow conditions to align with your company’s policies and processes.
Pre-requisites
- Shopify integration
- Helpdesk integration (Zendesk, Front) or Aide Chatbot
Task outline and guidelines
For this use case, you will:
- Create an Order tracking inquiry Topic
- Set up multiple Workflows, one for each type of order tracking scenario
- Create Macros with Auto Replies for each Workflow, providing relevant order status information
Setting it up in the app
Tip: You can import the Shopify Order Tracking Workflow template to get started. This comes packaged with the necessary Topic, Workflows, and Macros. Be sure to review and customize the Auto Replies to match your brand’s voice and tone.
Otherwise, follow the steps below.
Create an “Order tracking inquiry” Topic
- Go to the Topics page and click +create topic
- Name the Topic Order tracking inquiry and provide a description, such as “Customer is asking about the status of their order”
- Optionally add 5-10 example conversations that represent different ways customers might inquire about their order status (do this if you need to further improve accuracy)
Create Macros with Auto Replies
For each scenario, create a Macro with an Auto Reply that provides relevant information based on the order’s status. For example:
- Order not yet shipped
Thank you for your inquiry. Your order is currently being processed and has not yet shipped. We'll send you a notification with tracking information as soon as your order ships.
- Order in transit
Thank you for your inquiry. Your order is currently in transit and is expected to be delivered within the next 3-5 business days. You can track your order using the following tracking number: {{ shopify.tracking_number }}
- Order delivered
Thank you for your inquiry. Our records show that your order was successfully delivered on {{ shopify.delivered_at | date: "%B %d, %Y" }}. If you have any further questions or concerns, please let us know.
Note: Auto Replies can use the LiquidJS templating language.
Create the Workflows
- Go to the Workflows page and click +create workflow
- Name the first Workflow “Order not yet shipped” and add the conditions:
- Topic is Order tracking inquiry
-
Shopify >
shipment_status
isnot_shipped
- Under Macros, select the respective Macro for this Workflow
- Save the Workflow
- Repeat this process for additional Workflows, such as:
- Order in transit (Shopify >
shipment_status
isin_transit
) - Order delivered (Shopify >
shipment_status
isdelivered
) - Order tracking begun (Shopify >
tracking_begun
istrue
)
- Order in transit (Shopify >
Test it
- Send a test email or start a chat conversation with your support inbox or chatbot, mimicking a customer inquiring about their order status
- Verify that the Order tracking inquiry Topic is detected and the appropriate Workflow is triggered based on the order’s status
- Ensure that the correct Auto Reply is sent, containing relevant order details
Next steps
- Regularly review and update your Workflow conditions to ensure they align with your company’s policies and processes
- Customize the Auto Replies to match your brand’s voice and tone, and consider adding additional information or resources as needed
- Provide feedback on the Topic predictions to help refine Aide’s categorization of order tracking inquiries
- Explore setting up additional Workflows for edge cases or specific order scenarios, such as orders with multiple shipments or international orders