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Customer Data & Personalization

Personalization in eCommerce is only valuable if it is accurate, contextual, and directly useful to the shopper. Irrelevant suggestions or generic greeting messages frustrate shoppers.

ShopGuide takes a practical, commerce-first approach to customer intelligence. It connects on-site customer identity with Shopify orders, loyalty status, and post-purchase sentiment.

1. Real-Time Shopify Order History​

To look up an order, the customer gives their order number and the email on it. If they are logged in, ShopGuide recognises them through Shopify's signed login. A shopper who is not logged in is treated as logged out.

  • Order Status & Tracking: The AI assistant can immediately tell the customer: "Your order #1402 shipped yesterday via USPS and is currently in transit."
  • Product Repurchases: If a customer asks: "Can I reorder that dark roast coffee I bought last month?", the AI assistant locates the specific product, confirms variant details, and adds it to the cart for them.
  • Order Edits: The AI can edit a pending order only within 30 minutes of purchase.

2. Loyalty & Memberships: Smile.io and Inveterate​

For stores using Smile.io or Inveterate, ShopGuide looks up loyalty data for logged-in customers (Smile.io resolves the customer by email):

  • Points Balance Lookup: Logged-in customers can ask: "How many reward points do I have?" The AI responds with their exact active balance.
  • VIP Tier Recognition: The assistant acknowledges VIP tier status and reminds customers of perks (such as exclusive discounts or free shipping thresholds).
  • Inveterate: balance as points or store credit, tier, rewards, membership renewal and price, and referral link.
  • Point Redemption Assistance: The assistant explains how many points are needed to unlock reward tiers and directs the customer to the rewards panel.

3. Product Reviews with Judge.me & Rivyo​

When shoppers ask for recommendations, social proof is often the final nudge needed to complete a purchase:

  • Review Summaries: When a shopper asks about a product (product questions and comparisons), the AI summarizes what reviewers say and quotes up to two reviews.
  • Honest ratings: The AI quotes only 4- and 5-star reviews, but reports the real overall rating and review count and does not imply all feedback is positive.

4. Post-Purchase Retention & NPS​

Customer intelligence extends well beyond the first sale:

  • Post-Purchase NPS Surveys: Automatically surveys chat-assisted buyers ~10 days after order delivery.
  • Sentiment Segmentation: Categorizes shoppers into Promoters, Passives, and Detractors to fuel VIP rewards or customer service recovery. If you use Klaviyo, see Klaviyo Customer Intelligence for the NPS event.

Privacy & Customer Security​

ShopGuide strictly adheres to modern data privacy and Shopify security standards:

  • GDPR & CCPA Compliant: Fully automated GDPR compliance webhooks (customers/data_request, customers/redact, and shop/redact) ensure customer records are wiped upon request.
  • Zero Secret Logging: API keys, credentials, and sensitive customer payment data are never exposed or logged in chat transcripts.
  • Merchant-Owned Data: Your customer data belongs exclusively to your store and is never shared with or used to train third-party models.