How to Shopify automate post purchase survey via chat in 6 simple steps

Running a Shopify store means you're always trying to figure out what your customers are thinking. Getting that honest feedback is tough, especially right after they've made a purchase. You've probably tried the usual email surveys or pop-up forms, but let's be real, they feel a bit clunky and most people just ignore them.

What if you could just ask them in a quick, friendly chat instead? That's what this guide is all about: how to Shopify automate post purchase survey via chat.

Using a chatbot lets you ask for feedback in a way that feels like a real conversation, not a chore. We'll walk you through setting it up in six straightforward steps. You’ll be able to turn those little chats into big improvements for your marketing, products, and customer experience.

What you'll need

Alright, before we jump in, let's get your tools ready. The best part? You don't need to be a coding whiz to pull this off. Here’s the short list:

• An active Shopify store: This method works with any Shopify or Shopify Plus plan.

• An AI chatbot tool: We’ll be using eesel AI for this tutorial. It’s a self-serve platform that connects with Shopify in just a few clicks and lets you customize everything without touching a line of code.

• Clear survey goals: Just a rough idea of what you want to learn, whether it's about your marketing, products, or general customer happiness.

How to set up your automated post-purchase survey in 6 steps

Here’s the step-by-step process to get your conversational post-purchase survey live on your Shopify store.

1. Define your survey goals

First up, you need to know why you're asking. Without a clear goal, you'll end up with a bunch of vague answers that don't help you much. Your survey needs a mission. Most Shopify stores usually focus on one of these three things:

• Marketing Attribution: The classic "How did you hear about us?" question. With ad platform data getting murkier by the day, this kind of direct feedback is gold. It helps you figure out which channels are really bringing in customers so you can put your budget where it counts.

• Customer Experience (CX) & Product Feedback: This is your chance to find out what customers loved or what almost made them abandon their cart. Was the checkout a breeze? Is there a feature they're dying for? This feedback is a direct line to improving your site and products.

• Customer Segmentation: Ask questions to get a better sense of who your customers are and why they chose you. Are they buying a gift? Is it for a specific hobby? You can use these details to make your future marketing feel much more personal.

2. Choose 1-3 targeted questions

Okay, now that you have your goal, let's write the questions. The most important rule for a chat survey is to keep it short. Seriously, aim for one to three questions, tops. This is supposed to be a quick chat, not an interrogation.

Here are a few ideas based on the goals above:

• For Attribution:

  • "Quick question while your order confirms: How did you first hear about us?" (Offer multiple-choice options like Instagram, TikTok, Google Search, A Friend, Podcast, etc.)

• For CX & Product Feedback:

  • "Thanks for your order! Was there anything that nearly stopped you from completing your purchase today?" (This can be an open-ended text response.)

  • "On a scale of 1-10, how easy was it to find what you were looking for?" (A simple rating question.)

• For Segmentation:

  • "Just so we can personalize your experience, could you let us know what you're using [Product Name] for?" (Give them multiple-choice options like 'For work,' 'As a hobby,' 'A gift for someone,' etc.)

Keep the language friendly and in your brand's voice. The more it sounds like you, the more likely people will respond.

3. Set up your AI chatbot

Alright, time for the fun part: building the chatbot. A lot of survey apps are pretty rigid, but an AI tool gives you the freedom to control the entire conversation. We’re using eesel AI here because you can get it up and running in minutes, all by yourself.

Here’s how to get started:

1. Sign up and create your first bot: Head to the eesel AI dashboard and create a new workspace. It'll guide you through building your first AI Chatbot.

2. Connect your knowledge sources: This is where things get really cool. You can link your Shopify store data, help center articles, and even internal Google Docs with just a click. This means your bot isn't just a survey tool; it can actually answer other customer questions if they have them.

3. Integrate with your Shopify store: Find Shopify in the integrations tab. eesel AI has a one-click integration that connects to your store, which lets the bot see order information for more advanced surveys if you want.

A screenshot of the eesel AI platform showing how a lead generation agent connects to multiple business applications to build its knowledge base.

Instead of forcing you into a pre-built, rigid flow, eesel AI gives you a blank canvas. You’re in the driver’s seat from the very beginning.

4. Build your conversational survey flow

Now you get to design the actual conversation. Think of it like writing a short script for your chatbot. Using the prompt editor in eesel AI, you can decide exactly what the bot says, its tone of voice, and the order of the questions.

Let’s imagine a simple attribution survey. A customer lands on your order confirmation page, and the chatbot pops up after a few seconds.

1. Bot: "Thanks for your order, [Customer Name]! Quick question: how did you first hear about us?"

2. The bot then shows a few options (e.g., Podcast, Instagram/TikTok, A Friend).

3. If the customer picks "Podcast," the bot can ask: "Awesome! Which podcast was it?"

4. If they choose something else, the bot just moves on.

5. Bot: "Great! Thanks for the feedback. As a thank you, here's 10% off your next purchase: SAVE10"

6. The chat ends.

A screenshot of the customization and action workflow screen in eesel AI.

Inside the eesel AI prompt editor, you're literally just telling the bot what to do in plain English. For instance, you could write:

• "When a user is on the order confirmation page, start the chat."

• "First, ask 'How did you first hear about us?' and give them these options: [List of options]."

• "If the user's answer is 'Podcast', ask a follow-up: 'Which podcast was it?'"

• "After they answer, say thanks and give them the discount code 'SAVE10'."

This way, the conversation adapts to their answers, making it feel much more natural than a static form. You can even set up little automations, like tagging a customer in Shopify based on how they reply.

5. Deploy your survey on the order status page

Once you're happy with your conversation flow, it's time to set it live. The best place for this is the order status page (the "thank you" page), because that's where you have your customer's full attention.

With eesel AI, this is easy. You’ll get a small bit of code to add to your Shopify theme.

1. From your Shopify Admin, go to Settings > Checkout.

2. Scroll down to the Order status page area.

3. In the Additional scripts box, paste the eesel AI code.

4. Hit save.

That’s all there is to it. The chatbot will now show up for customers right after they buy something.

An image of the eesel AI simulation feature, which provides a safe testing environment.

6. Analyze responses and take action

Getting the feedback is just the first step. The real magic happens when you actually use it. The analytics dashboard in eesel AI lays out all the survey responses in a really clear way.

Here’s what you should be looking for:

• Attribution: Is one channel bringing in way more people than you thought? Maybe it's time to put more ad money there. If "Podcast" is a common answer, for example, you could sponsor a few more shows.

• Feedback: Are a bunch of people complaining about the same thing, like your shipping options? That’s a pretty clear sign to go fix it. eesel AI can also show you gaps in your help docs based on questions it gets.

• Segments: Do customers who buy one specific product all have something in common? You could use that to create a new email segment for a super-targeted follow-up campaign.

A screenshot of the eesel AI analytics dashboard showing simulation results.

Try to set aside some time each week to look through the responses. The little nuggets of information you find can guide some of your most important business decisions.

Tips and common mistakes to avoid

Getting your survey live is a great start. Here are a few thoughts on making it even better and some common slip-ups to watch out for.

Maybe the biggest mistake is just sticking with an old, clunky form because it's what you've always done. A quick chat survey is faster for your customer, gives you much better info, and just feels like a more modern experience. It’s a small thing that shows you actually care about their feedback and their time.

Start the conversation with an automated post-purchase chat survey

You don't have to guess what your customers are thinking anymore. When you Shopify automate post purchase survey via chat, you're opening up a direct line to them at the best possible moment. It’s a simple change that can lead to smarter marketing spend, better products, and frankly, happier customers.

When you swap out that boring static form for a chatbot, you'll see more people responding, and the answers will be more useful. It stops being a chore for them and starts being a genuine conversation.

Ready to give it a try? With eesel AI, you can get your first post-purchase chat survey running in minutes. The smooth Shopify integration, easy-to-use prompt editor, and simulation mode give you everything you need. It’s time to stop guessing and start asking.

Give eesel AI a try for free and see how simple it is to set up your own automated Shopify post-purchase survey.