Comprehensive Guide to Kodago Chat

Kodago Chat is an AI-powered chatbot designed specifically for Shopify stores. It helps you enhance customer support, boost sales, and reduce support costs. This comprehensive guide will walk you through all aspects of using Kodago Chat effectively.

Using the Chatbot

Kodago Chat offers a range of capabilities to help your customers find what they need quickly and efficiently. Here's how your customers can interact with the chatbot:

1. Product Queries

Customers can ask about any products in your store or simulate an inquiry. The AI will search your product catalog and provide relevant information.

Example: "Do you guys have winter boots?"

The chatbot will respond with available winter boots, potentially including images, prices, and links to product pages.

2. Order Status Inquiries

Customers can check on their orders in two ways:

By tracking ID: They can directly input their tracking ID and ask for a status update
By order number: They must verify with their email address for security

Example: "What's the status of order 1001?"

The chatbot will verify the customer's identity if needed and provide current order status information.

3. Business Information

Customers can learn more about your business by asking questions about information that's available on your website.

Example: "What's the return policy?"

The chatbot will provide information about your return policy based on the content of your website.

4. General Support Tickets

When customers need assistance that goes beyond automated responses, they can create general support tickets.

Example: "Can I speak with someone from your business?"

The chatbot will prompt for more details about the inquiry and then submit a ticket for your team to follow up on.

5. Order-Related Tickets

For fulfilled orders, customers can request returns or refunds through the chatbot.

The process works as follows:

The chatbot verifies the order
It notes the specific items and quantities being inquired about
It asks for the reason for the return/refund
It validates that the customer is adhering to your store's policies

This structured approach ensures all necessary information is collected before a ticket is created.

Using the Support Ticket Manager

The support ticket manager is a powerful tool that stores all tickets submitted through the chatbot. It streamlines your workflow for handling customer inquiries, returns, refunds, and other complex issues.

General Support Tickets

When a ticket is created for general support or sales:

You'll receive notification of the new ticket
You can review the customer's inquiry and contact information
Reach out to the customer to address their needs
Once resolved, close the ticket using the "Close Tickets" button
If needed, you can reopen the ticket at any time

Order-Related Support Tickets

Order-related tickets (returns/refunds) follow a structured workflow with different stages:

REQUESTED Stage

When a return is first requested:

The ticket will show a status of "REQUESTED"
The order in your Shopify admin panel will show "Return Requested"
You have two options:
- Approve Return: This changes the status to "IN PROGRESS"
- Decline Return: This changes the status to "DECLINED" and reverts the order to fulfilled/archived

IN PROGRESS Stage

After approving a return:

Handle the return process according to your business procedures
Once the return is physically completed, you can:
- Close Return: This changes the status to "RETURNED" (different from closing the ticket)
- Cancel Return: This changes the status to "CANCELLED" and reverts the order to its original state

RETURNED Stage

Once a return is marked as completed:

You can choose to:
- Process Refund: Issue a monetary refund to the customer
- Process Store Credit: Provide store credit as a gift card that will be emailed to the customer

This structured workflow ensures consistent handling of returns and refunds while maintaining clear records of each step in the process.

Using the Settings Panel

The Settings Panel allows you to customize how Kodago Chat works with your store. There are three main sections:

1. General Settings

This section allows you to modify general information about your business that the chatbot will use when interacting with customers. You can update:

Business name and contact information
Operating hours
Basic policies and procedures
Other general business details

2. Appearance Settings

Customize the visual aspects of the chatbot to match your brand:

Color scheme
Chat bubble style
Font choices
Avatar options
Other visual elements

A consistent brand experience helps build trust with your customers.

3. Tool Parameters

Enable or disable specific capabilities of the chatbot:

Order Support: Allows the chatbot to submit order-related support tickets (available with Essentials Plan and higher)
General Support: Allows the chatbot to submit general support tickets (available with all plans)

Adjusting these parameters lets you control exactly what the chatbot can do based on your business needs and subscription level.

Benefits of Using Kodago Chat

Implementing Kodago Chat on your Shopify store provides numerous benefits:

Reduced Support Costs: Automate answers to common questions
Increased Sales: Guide customers to products they're looking for
24/7 Support: Provide assistance even when you're not available
Structured Support Process: Streamline how you handle returns and inquiries
Data Collection: Gain insights into common customer questions and concerns

Getting Started

If you haven't already set up Kodago Chat on your Shopify store, the process is simple:

Install the Kodago Chat app from the Shopify App Store
Complete the initial setup wizard
Customize your chatbot settings
Test the chatbot functionality
Go live with your new AI assistant

Conclusion

Kodago Chat is a powerful tool for enhancing your Shopify store's customer experience. By understanding how to use the chatbot, support ticket manager, and settings panel effectively, you can maximize the benefits of this AI-powered solution.

For additional assistance, contact our support team at support@kodago.ca or visit our help center for more resources.