Macha

What is Macha?

Macha is a smart, AI-powered support tool built specifically for Shopify stores. It is your extra team member that handles all those repetitive customer questions, helping to cut down on your overall ticket volume. It works by connecting with popular platforms like Gorgias and Zendesk. What’s really cool is that Macha can actually resolve up to half of your support tickets instantly, thanks to its AI that’s been fine-tuned for the Shopify world. It’s great at giving accurate answers, whether it’s about order tracking or follow-up questions, and it fits right into your existing support setup, making it easy for your human agents to step in when needed.

Who created Macha?

Macha was actually created by Abbas, one of the company’s co-founders. He launched this AI support tool on August 30, 2023. It’s really built with Shopify stores in mind, and it plays nicely with ticketing systems like Gorgias and Zendesk. The main goal? To help you manage those common, repetitive queries and bring down your ticket numbers. Macha’s AI can instantly solve up to 50% of tickets. It’s designed to really understand the ins and outs of Shopify – things like products, their variations, customer data, past purchases, how your business runs, and your policies. This deep knowledge means it can provide customer queries with answers that are not just fast, but also spot-on.

What is Macha used for?

• Global Customer Service: Onsra uses Macha AI to support customers across four different countries, handling queries in multiple languages for instant answers.
• Managing High Ticket Volumes: It helps tame high ticket volumes and slow response times by offering an AI self-serve portal that handles all your Level 1 (L1) queries. Anything more complex is then smoothly passed on to your live agents.
• Solving WISMO Challenges: Macha’s AI self-serve portal is great for solving those tricky “Where Is My Order?” (WISMO) issues. It also empowers your agents with useful ticket insights directly within Zendesk.
• Instant Ticket Resolution: Macha AI is specifically for Shopify stores and integrates with platforms like Gorgias and Zendesk, capable of resolving up to 50% of support tickets instantly.
• Addressing Common Questions: It tackles frequent customer concerns like order tracking and follow-up questions by pulling real-time order details and shipping policies.
• Reducing Workload: Macha can significantly cut down your support team’s workload, potentially reducing ticket volumes by up to 50%, freeing up agents to focus on more complex issues.
• Trusted by Shopify Stores: Numerous Shopify and Shopify Plus stores rely on Macha to provide fast support, boost customer satisfaction, and make their support operations run more smoothly.
• Accurate, Relevant Answers: It provides accurate and relevant answers by understanding the unique aspects of the Shopify ecosystem and integrating with your support tools for a seamless handoff between AI and human agents.
• Deep Shopify Knowledge: Its deep understanding of Shopify, combined with integrations into support systems, is invaluable for improving customer satisfaction and streamlining support operations.
• No New Tools Needed: Your support teams won’t need to learn entirely new tools. Macha enhances efficiency, lowers overall ticket volumes, and lets your team concentrate on the trickier inquiries.
• Serve Customers Instantly: Use Macha AI to provide instant answers to customers, no matter their location or language.
• Tame Ticket Volume: Tackle high ticket volumes and slow response times with Macha’s AI self-serve portal, which handles L1 queries and seamlessly transitions the rest to your live agents.
• Empower Agents: Solve unique challenges with Macha’s AI self-serve portal, giving your agents actionable ticket insights within Zendesk.
• Resolve 50% of Tickets: For Shopify stores, Macha AI can resolve up to 50% of support tickets instantly.
• Reduce Redundant Queries: Efficiently reduce overall ticket volumes and handle repetitive questions with Macha AI for Shopify stores.
• Real-time Order Info: Provide accurate, relevant answers to customer queries about order tracking and follow-ups using Macha AI for Shopify.
• Seamless Handoffs: Integrate Macha AI with your support and ticketing tools, like Gorgias and Zendesk, for a smooth transition between AI and human agents.
• Boost Satisfaction & Streamline: Enhance customer satisfaction and streamline support operations for Shopify stores by using Macha AI.
• Reduce Workload by 50%: Significantly cut down your support team’s workload with Macha AI, potentially reducing ticket volumes by up to 50%.
• Focus on Complex Issues: Handle complex inquiries more efficiently and improve your overall support team’s effectiveness with Macha AI.
• Global Support for Onsra: Onsra uses Macha AI to serve its customers across four geographies, offering instant answers in multiple languages.
• Efficient L1 Handling: Macha’s AI self-serve portal tames high ticket volumes and slow response times by handling all L1 queries and seamlessly passing the rest to live agents.
• WISMO Solution: Macha’s AI self-serve portal solved a unique WISMO challenge for a client, while also empowering agents with actionable ticket insights on Zendesk.
• AI Support for Shopify: Macha is an AI-powered support tool specifically designed for Shopify stores. It integrates seamlessly with popular ticketing platforms like Gorgias and Zendesk, allowing users to handle redundant queries and reduce overall ticket volumes.
• Real-time Order Details: Retrieve real-time order details and shipping policies to provide timely and accurate responses.
• Integrated Support: It integrates with existing support and ticketing tools like Gorgias and Zendesk, ensuring a seamless handoff between AI and human support agents.
• Reduced Workload: Significantly reduce your support team’s workload, with potential ticket volume reductions of up to 50%.
• Fast Support: Macha is trusted by numerous Shopify and Shopify Plus stores, offering blazing-fast support to customers.
• Streamlined Operations: It enhances customer satisfaction and streamlines support operations for Shopify stores.
• Shopify Expertise: Macha provides accurate and relevant answers to customer queries by understanding the intricacies of the Shopify ecosystem.

Who is Macha for?

• Shopify Store Owners

How to use Macha?

Here’s a simple guide to getting started with Macha:

1. Try it Free & Sign Up: You can sign up for a 2-week free trial – no credit card needed!
2. Pick Your Plan: Choose the plan that best fits your needs, whether it’s Professional, Organization, or Enterprise.
3. Easy Onboarding: We offer fully-assisted, free onboarding with a dedicated success manager. They’ll ensure a smooth setup tailored just for you.
4. AI-Powered Features: Take advantage of AI features like automated workflows, a 24/7 self-service portal, AI-summarized order tracking, and quick links to helpful resources.
5. Shopify Integration: Connect it seamlessly with Shopify to use features like product integrations, live syncing, order tracking journeys, and handling order cancellation requests.
6. Zendesk Integration: If you plan to use the Zendesk App, make sure you have an active Zendesk instance, as it’s required.
7. Self-Service Portal: Use the Self-Service Portal to let customers handle basic questions themselves without needing to create a ticket.
8. Zendesk App Perks: Boost your support agents’ responses and speed with AI tools built right into Zendesk.
9. Better Customer Support: Macha understands Shopify’s complexities, which can lead to ticket resolutions up to 50% faster and reduces your support team’s workload.
10. Instant Help: Provide timely, accurate answers by instantly retrieving order details and product information using AI-powered support.