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Live Chat Support

ShopGuide includes integrated live chat support through Tawk.to, providing you with direct access to our support team when you need help with your AI assistant setup and optimization.

Support Integration Overview​

Tawk.to Integration​

ShopGuide seamlessly integrates with Tawk.to to provide:

  • Real-time support: Instant help when you need it
  • Expert assistance: Direct access to ShopGuide specialists
  • Screen sharing: Visual troubleshooting for complex issues
  • File sharing: Send screenshots and configuration files
  • Conversation history: Access to previous support interactions

When Support is Available​

Active Subscription Required

  • Live chat support is available for active ShopGuide subscribers
  • Free trial users have access during their trial period
  • Support availability varies by subscription plan

Support Hours

  • Professional Plan: 24/7 chat support
  • Starter Plan: Business hours support (9 AM - 6 PM EST)
  • Enterprise Plan: Dedicated account manager + 24/7 priority support

Live Chat Support

Accessing Live Support​

From ShopGuide Dashboard​

  1. Look for the chat bubble in the bottom-right corner
  2. Click to open the support chat window
  3. Start typing your question or issue
  4. A support agent will respond based on your plan's response time

Support Chat Features​

Instant Connection

  • No waiting in queues for most issues
  • Automatic routing to appropriate specialist
  • Context-aware support (knows your store and configuration)
  • Seamless handoffs between agents if needed

Rich Communication

  • Text messaging: Standard chat communication
  • File uploads: Share screenshots, error logs, or configuration files
  • Screen sharing: Allow agents to see your screen for visual troubleshooting
  • Video calls: Face-to-face support for complex issues (Enterprise plan)

Types of Support Available​

Technical Support​

Installation and Setup

  • App installation troubleshooting
  • Initial configuration assistance
  • Theme integration help
  • Subscription and billing issues

Configuration Support

  • Chat appearance customization
  • Advanced settings configuration
  • A/B testing setup and analysis
  • Performance optimization

Troubleshooting

  • Chat not appearing or functioning
  • Conversation flow issues
  • Integration problems
  • Performance and speed issues

Technical Support

Strategic Support​

Optimization Guidance

  • Best practices for chat placement
  • Conversation flow optimization
  • Customer engagement strategies
  • Performance improvement recommendations

Analytics and Insights

  • Understanding your chat analytics
  • Interpreting A/B test results
  • Identifying optimization opportunities
  • ROI measurement and reporting

Training and Education​

Feature Training

  • New feature walkthroughs
  • Advanced feature tutorials
  • Best practices workshops
  • Custom training sessions (Enterprise)

Ongoing Education

  • Regular webinars and training sessions
  • Documentation and resource sharing
  • Industry best practices
  • Success story sharing

Support Response Times​

By Plan Level​

Starter Plan

  • Initial response: Within 24 hours
  • Resolution target: 2-3 business days
  • Availability: Business hours (9 AM - 6 PM EST)

Professional Plan

  • Initial response: Within 4 hours
  • Resolution target: Same day for urgent issues
  • Availability: 24/7 chat support

Enterprise Plan

  • Initial response: Within 1 hour
  • Resolution target: Priority handling
  • Availability: Dedicated account manager + 24/7 priority support

Escalation Process​

Standard Issues

  • Handled by first-line support agents
  • Most issues resolved in initial conversation
  • Follow-up if additional testing needed

Complex Issues

  • Escalated to senior technical specialists
  • May involve development team consultation
  • Detailed investigation and custom solutions

Critical Issues

  • Immediate escalation to senior team
  • Priority handling regardless of plan
  • Regular updates until resolution

Support Response Times

Getting the Most from Support​

Before Contacting Support​

Gather Information

  • Note specific error messages or issues
  • Document steps that led to the problem
  • Have your store URL and ShopGuide settings ready
  • Take screenshots of any visual issues

Check Documentation

  • Review relevant help articles
  • Check FAQ for common solutions
  • Try basic troubleshooting steps
  • Search previous support conversations

During Support Conversations​

Be Specific

  • Describe the exact issue you're experiencing
  • Provide step-by-step reproduction instructions
  • Share relevant screenshots or error messages
  • Mention any recent changes to your setup

Stay Available

  • Respond promptly to agent questions
  • Be available for testing and verification
  • Provide feedback on suggested solutions
  • Confirm when issues are resolved

After Support Resolution​

Test Thoroughly

  • Verify the solution works as expected
  • Test on different devices and browsers
  • Monitor for any recurring issues
  • Document the solution for future reference

Self-Service Resources​

Knowledge Base​

  • Comprehensive documentation: Detailed guides and tutorials
  • Video tutorials: Visual walkthroughs of key features
  • FAQ section: Answers to common questions
  • Troubleshooting guides: Step-by-step problem resolution

Community Support​

  • User forums: Connect with other ShopGuide users
  • Best practices sharing: Learn from successful implementations
  • Feature requests: Suggest and vote on new features
  • Success stories: Get inspired by other stores' results

Training Resources​

  • Webinar recordings: Access to past training sessions
  • Feature announcements: Stay updated on new capabilities
  • Best practices guides: Optimize your chat performance
  • Industry insights: E-commerce and AI trends

Support Quality and Feedback​

Quality Assurance​

  • Agent training: Continuous education on ShopGuide features
  • Response quality monitoring: Regular review of support interactions
  • Customer satisfaction tracking: Feedback collection and analysis
  • Continuous improvement: Regular updates to support processes

Providing Feedback​

Rate Your Experience

  • Post-conversation satisfaction surveys
  • Specific feedback on agent performance
  • Suggestions for support improvement
  • Recognition for exceptional service

Feature Requests

  • Submit ideas for new features
  • Vote on community-requested features
  • Participate in beta testing programs
  • Influence product development priorities

Next Steps​

Maximize your support experience:

Our support team is here to ensure your success with ShopGuide. Don't hesitate to reach out whenever you need assistance!