HeiChat Product Update Analysis (June-September 2025): From Refined Customer Service to Intelligent Sales Growth

HeiChat: ChatGPT Sales Chatbot

Introduction

In today’s e-commerce environment, customer service is no longer just an after-sales support step but a key touchpoint throughout the entire customer journey. For Shopify merchants, choosing a customer service tool that can evolve alongside their business is crucial. This article provides a professional analysis of a series of core features released by the HeiChat customer service plugin from June to September 2025, exploring how these updates strategically help merchants achieve refined customer service management and intelligent expansion of sales channels. HeiChat supports free usage without subscription (with a limit on free conversation volume) and offers a trial period, allowing you to experience and evaluate these features for free.

Feature Update 1: Deepening Customer Data Interaction and Order Value Enhancement (June 2025)

1. Order Custom Metafields Integration

• Feature Analysis: This update allows HeiChat’s AI system to read and utilize custom metafield information from Shopify orders. This means that beyond standard order status, the AI can now recognize and proactively convey deeply customized information to customers, such as invoice links, product serial numbers, or real-time package videos.
• Business Value:
  • Enhanced Information Transparency: Proactively providing value-added information minimizes customer uncertainty in getting details, thus building stronger brand trust.
  • Reduced Support Costs: Automated responses handle a large volume of specific information inquiries that previously required manual intervention, freeing customer service resources to focus on more complex issues.

You can configure this option in setup > Advanced Settings.

2. Integrated Shipping Protection Option

• Feature Analysis: Merchants can now enable shipping protection services directly in HeiChat's Cart Widget. Customers can choose whether to add this protection during checkout to mitigate risks of package loss or damage.
• Business Value:
  • Optimized Conversion Funnel: By reducing consumer concerns about logistics risks, shopping cart abandonment rates decrease, thereby increasing final conversion rates.
  • New Auxiliary Revenue Stream: Offering shipping protection as a value-added service creates an additional profit center separate from main products, helping to increase average order value (AOV).

You can configure this option in setup > Widget Settings.

Feature Update 2: AI-Driven Global Communication Strategy (June 2025)

AI Multilingual Content Automatic Translation

• Feature Analysis: This feature supports real-time automatic translation of merchant-customized welcome messages, quick reply buttons, and callout information. The system intelligently matches and displays the appropriate language version based on the visitor’s browser language or geographic location.
• Business Value:
  • Lower Market Entry Barriers: Merchants don’t need separate localization content strategies for each target market, achieving initial language coverage and greatly reducing the complexity and costs of global operations.
  • Enhanced User Belonging: Interacting in the native language effectively eliminates cultural and language barriers, significantly improving shopping experience and engagement for non-English speaking users.

Feature Update 3: Optimized Lead Response and Workflow Efficiency (July 2025)

“Sort by Last Message Time” Feature

• Feature Analysis: The conversation list sorting logic has been optimized with a new “Sort by Last Message Time” option set as the default in the Live Chat view. This means conversations with the most recent replies are automatically pinned to the top.
• Business Value:
  • Improved Lead Response Priority: Ensures that high-intent, highly active customers (“hot leads”) are identified and followed up by customer service teams promptly, shortening sales response cycles.
  • Enhanced Service Continuity: Prevents new messages in old conversations from being overlooked due to sorting issues, ensuring the completeness and timeliness of customer service.

Feature Update 4: Enhanced AI-Driven Cross-Selling Capabilities (August 2025)

“Find Related Products” Added to Product Recommendation Cards

• Feature Analysis: When AI recommends a product in conversations, its product card now includes a “Find Related Products” button. Clicking it instantly displays highly related accessories, complementary items, or bundle deals.
• Business Value:
  • Maximized Single Interaction Value: Each product inquiry becomes a cross-selling opportunity by guiding customers to discover more related products, effectively increasing average order value.
  • Improved User Decision Process: Helps customers complete the “discover-match-decide” flow on one interface, reducing search steps and time cost, and optimizing the overall shopping experience.

Feature Update 5: Structured Conversation Data and Insights (September 2025)

Custom Conversation Tag System

• Feature Analysis: This feature allows merchants to create custom tags based on their business needs (e.g., “Product Inquiry - Summer Collection,” “Special Request - Gift Wrapping,” “Potential Customer - Wholesale”). The AI system automatically analyzes conversation context to apply these tags.
• Business Value:
  • Customer Demand Pattern Recognition: By filtering and analyzing tagged data, merchants gain quantitative insights into consultation hotspots and pain points for specific product lines, marketing campaigns, or customer groups.
  • Data-Driven Business Decisions: Structured conversation data provides direct frontline customer insights for product development, marketing strategy adjustments, and customer service workflow optimization, ensuring more precise decisions.
  • Accurate Customer Segmentation and Remarketing: Tags enable creation of refined customer groups for targeted marketing campaigns, improving marketing ROI.

You can configure this in Conversation.

Conclusion

HeiChat’s series of updates in Q3 2025 demonstrate a clear product strategy evolution: from an efficient customer communication tool to a comprehensive business intelligence platform integrating data insights, sales assistance, and operational optimization. For Shopify merchants striving to build a competitive edge in a fierce market, leveraging these deep features will be key to service differentiation and driving sustainable growth.

Note: HeiChat can be used for free without any subscription (additional conversation volumes require purchase after free limits are used), but some features above are only available for Pro Plus and above membership tiers. To access advanced features, please activate/upgrade your membership.

You can find HeiChat on the Shopify App Store here: https://apps.shopify.com/chatgpt-customer-service-bot

HeiChat also offers a generic version for use on your other websites: https://heichat.net