Do you find the customer service bit in your line of work as an ecommerce merchant a bit baffling? Maybe you're using the wrong chatting tools. Ever heard of Shopify Ping?
If you're unfamiliar about this stunning app, it's undoubted that Shopify really caught you off-guard. But that doesn't matter anymore. You're now on the right track. At least, from now henceforth. Ordinarily, a merchant needs to communicate with their customers every so often.
Of course, it's part of building a reputable customer relationship. At times, potential customers might need you to show them how to go about making a purchase from your online store. That aside, they need to get some sort of affirmation that the goods ordered will reach their respective doorsteps.