ROBIN is the all-in-one customer service solution designed and developed specifically for e-commerce. ROBIN is great for small web store teams and individual merchants alike. We help you make your customer service better, faster and more personal so you can build conversions, increase customer retention and generate more positive word of mouth.
ROBIN is super easy to set up, optimized for mobile devices and our own customer service rocks the birdnest! Here’s a summary of ROBIN’s main features:
Offering great service starts by showing your customers they can contact you whenever they want! ROBIN puts a highly visible contact tab on every page of your site. Clicking this tab, opens the ROBIN’s contact form. Note that placing the contact tab is not mandatory. You can also place the link – that opens the contact form – under any other image, text or navigation item on your web store.
Live chat is a great channel to interact with online shoppers. But what happens when you are not online? This is exactly why ROBIN offers one universal web form for live chat and e-mail. All these conversations land in one central place. Customers and merchants can easily switch from email to live chat and vice versa. ROBIN also sends customers a transcript of the chat conversaton. Handy, ain’t it?
With ROBIN, you can manage all customer conversations from one central dashboard. If you work in a team, ROBIN will assess each person’s workload, check the context of the message, and route the question from the customer to the right team member. This person receives a real time notification via email, browser & mobile app. ROBIN also learns from each conversation and suggests answers based on previous given answers.
ROBIN provides free integration with leading e-commerce platforms such as Shopify and Magento. This way, we can show you relevant order, billing and shipping information with every incoming question. This allows you to better help your customer, without having to login separately to your e-commerce backend. Pretty soon, we will announce more cool features to further enrich the customer profile! Watch this space!
Sometimes you need to check something with a colleague. You can easily do this in the middle panel of the conversation screen. Each team member has its own inbox, but you can also view the team inbox to check response time indicators, take over case ownership or make other team members part of the conversation. The customer conversation history can always be viewed by all team members.
Happy customers buy more and generate positive word of mouth. But unhappy customers can undo all the good work. With ROBIN you can easily manage & leverage customer satisfaction. With every conversation, customers have the option to give you a smiley. Red and yellow smiley’s invite online shoppers to keep the conversation going. Green smileys invite customers to write a review or spread the love via social media.
These days, web stores can’t afford to offer lousy customer service. It only takes one Google search to debunk false promises. If your web store is committed to delivering great customer service, you should put it on parade! That’s why ROBIN offers you an optional performance widget to place on your web store. We recommend you put it on your home page or on your product pages to build trust with online shoppers.