ChannelReply

Develop by Shopify

Free plan available

View order info and answer messages from your helpdesk.

Issue refunds

Order info integration

Direct replies

Personalized autoreplies

Update order info

Identify messages

Unlimited shopify stores

About ChannelReply

Launched Jun 23, 2021

Built by Shopify

Address

SOUTH SAN FRANCISCO, CA, US

Website Support Portal Privacy policy Tutorial FAQ Document

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Description

Help shoppers in Zendesk, Freshdesk, Zoho Desk, Help Scout, Re:amaze, Kustomer or Onsite Support.

Answer messages faster than ever before and get back to selling! ChannelReply plugs Shopify order info directly into your helpdesk for faster, easier support. Whenever you open a ticket, you'll see detailed info on your customer and their order right beside your conversation. No more looking up info like the tracking ID or shipping status on a different screen. Plus, automatically act on Shopify data. Tag all high-value orders and customers, send personalized autoreplies, and much more.

View order info from unlimited Shopify stores in a single app.
Reply directly to customer messages and even to order notifications.
Personalize canned replies and autoreplies with order info (N/A in Help Scout).
Issue refunds, cancel orders, update order info and more (N/A in Help Scout).
Identify messages by store, contact form used, order value and other details.

Pros

Allows for faster response times by integrating Shopify order info directly into the helpdesk
Detailed customer and order info available right beside the conversation
Eliminates the need to switch screens to look up tracking ID or shipping status
Can automatically tag high-value orders and customers
Allows for personalized autoreplies based on order info
Supports viewing order info from unlimited Shopify stores in one app
Enables the user to reply directly to customer messages and order notifications
Facilitates personalizing canned replies and autoreplies with order info
Allows for issuing refunds, canceling orders, updating order info (N/A in Help Scout)
Helps identify messages by store, contact form used, order value, and other details

Cons

Some features are not available in all helpdesks (eg, Help Scout does not support personalized canned replies and autoreplies or issuing refunds/canceling orders)
Depending on the number of Shopify stores integrated, the interface may become cluttered or complex to navigate
Potential dependency on Shopify for key functionalities might be limiting for businesses using multiple e-commerce platforms
May require a period of adjustment and learning for support teams to take full advantage of all features

Top Helpful Reviews

THE MASTLINE Co.

Jul 06, 2021 on Shopify

Great app, have been using ChannelReply for our Amazon & Ebay sales for years - happy to see them come to Shopify for our D2C site which was the last piece of the puzzle for us. Saves us a ton of time from having to switch around between support admins, all customer info loads and makes it very easy for our team!

Seven Barrels

Jul 06, 2021 on Shopify

I initially downloaded Channel Reply to synchronize interactions with my customers across multiple channels after quickly realizing the myriad of communication channels we had open. Channel Reply allowed me to easily manage, track, and engage with my customers in a seamless and concise manner. The integration was a breeze and only took a matter of minutes. I'm already realizing the benefits after only a short period of use and now I can focus more on growing the business.