MyAlice is a feature-packed, conversational customer service helpdesk. With a focus on responsive, omnichannel customer support, it works wonderfully for social brands, brands leveraging social commerce and brands looking to boost sales via messaging (Instagram DMs, WhatsApp, etc.)
Their robust automation tools allow users to easily create chatbot-type experiences, enhanced by Wit.AI’s machine learning. This means each customer can receive automated, personalized assistance, helping them build their cart before sending them over to the checkout page, for a swift conversion.
MyAlice offers all the usual customer service help desk features we’ve come to expect, including full admin access, user access control, channel settings and brand control. You can structure your account to deploy multiple teams for multiple clients, websites or divisions.
MyAlice also has an easy-to-use interface API that can create calls to/from your own backend database, making it easy to obtain and leverage more data from your customer base.
Their integration with Wit - a Natural Language Processing tool - helps progressively train your automation to better understand and categorize (or taxonomize) conversations and send customers the right information back.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
MyAlice bills by “Monthly Active User,” which is different from charging by ticket or by agent seat. Typically, it's significantly cheaper – as one customer can have 3 to 4 tickets in a month, and then typically they become inactive after that month (after that order has been successfully fulfilled, for example).
The app is a great fit for brands selling through Instagram or WhatsApp, as the agent (or automated chatbot) can build the cart for the customer and then send them over to the checkout link, making it a truly social, conversational commerce experience.
MyAlice is specifically focused on automating the customer service journey, which you can see with their block-building automations. These are easy to set up and modify, and have the potential to be a huge time saver for busy teams in need of additional bandwidth.
Customer service helpdesks can positively impact many aspects of a business, from improving retention and loyalty, lowering refunds, exchanges and returns, to increasing conversion rate and average order value.
MyAlice offers all of the functionality needed to achieve improvements across the board here. Additionally, users have the opportunity to reduce response time and the overall cost of customer service by using their advanced “block building” automations.
Typically your Head of Operations or Head of Customer Service will onboard and get set up with MyAlice.
In order to get started, you simply need to import tickets from your existing provider (if any), connect any desired integrations, build the appropriate automations and then go live. The most time consuming aspect of set up will be the in the set up of your chosen automations (and these will require some maintenance costs) but once you’re up and running, they’ll earn back the time invested in their creation, many times over.
Once installed and configured, your customer service team will log into the tool daily and run through open tickets to respond and keep customers happy, or sell new customers. Over time, you’ll be able to gain insight from their robust reporting dashboards, fine-tune your automations, learn from keyword usage and address other performance issues or opportunities.
MyAlice’s reporting gives you a great steer when it comes to performance, enabling you to finesse your customer service protocols and get a good idea of how your support team are functioning. Everything is tracked inside their analytics, including the average order value and sales revenue generated by each of your customer service agents.
MyAlice works best with growing brands that have at least three customer service agents working full-time on answering customer tickets. Typically you’d be doing at least 20 orders a day. The more active your brand is on social media or messaging based services (Instagram DM, Whatsapp) the more valuable MyAlice’s solution will be.
When it comes to costs, MyAlice has an aggressive pricing strategy that makes it slightly more appealing for brands with lower average order value, or perhaps brands selling in foreign currency. In terms of easy onboarding, expect a smoother start with MyAlice if you’re on one of their native Ecommerce platform integrations. This currently includes Shopify, Shopify Plus and WooCommerce.
Small teams and solo founders don’t need a tool as robust as MyAlice, but should certainly keep it in mind for a later stage of their growth. At the other end of the scale, enterprise brands with over 100 agents aren’t necessarily a great fit, even though they do have some customers with a few dozen agents on their platform. The platform can be expected to build more robust enterprise features as it grows.