Frequently Asked Questions

General

How do I install the Gojiberry App?

Installing the Gojiberry Shopify App is easy. Simply go to the Shopify App Store, search for the Gojiberry app, click on the 'Install' button, and follow the installation prompts.

Is the Gojiberry Shopify App compatible with my store's theme?

Yes, the Gojiberry Shopify App is designed to work seamlessly with all Shopify themes. Whether you're using a free or paid theme, the app will integrate easily with your store. For the current features, no special step is needed in the theme editor.

Does the Gojiberry Shopify App offer customer support?

Yes, the Gojiberry Shopify App comes with comprehensive customer support. If you need any assistance with the app, simply contact our support team via email at support@gojiberry.app.

How much does the Gojiberry Shopify App cost?

The Gojiberry Shopify App is completely free right now. An official pricing plan will be announced in the future. In exchange, we would love to get user feedback from you!

Feature Specific

Does Gojiberry allow for surveys to show up before the order confirmation page?

Currently, Gojiberry Survey & Feedback only allows for surveys to show up after the purchase has been completed. This method allows you to collect feedback from converting customers without disrupting the flow of purchases. However, we understand that there is also a pressing demand for surveys to appear before the thank you page. Some of our users wanted to understand why buyers abandoned carts before purchasing or to make sure certain in-cart customizations were available before purchasing. This is why our team is working hard to bring essential features to our customers. We will publish an announcement should the pre-purchase survey feature be released in the foreseeable future.

Can the multi-question survey be directly embedded on the checkout page?

We are aware of the current situation of the multi-question survey and are working to directly embed it on the checkout page. The projected release date of this feature would be in early December 2023.

How do I set up point rewards for my customers after they have answered my survey?

You can set up easyPoints integration easily and quickly with this Shopify Flow template. Please note that this integration is currently only available in Germany, Japan, Singapore, South Korea, and the United Kingdom.

If you prefer to set this up manually, follow these steps

Make sure both Shopify Flow and easyPoints are installed in your store.
Within the Shopify Flow app, select "Create Workflow" and choose "Select Triggers".
Under "Installed App Triggers," find Gojiberry and select "Survey Sent."
Under Trigger Cards, select "Next" and then "Actions".
In the Action list, find "easyPoints" and copy the Point Value variable and enter it in the "Point Value" field.
Turn on the workflow and return to the Gojiberry dashboard.
Turn on the survey and points will be awarded when participants complete the survey.

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Problem Specific

My currency amount for the coupon is displaying weirdly in the survey.

This might have something to do with your theme setting or other currency plug-in you have installed that would affect font displays. Please check to see what other apps you have installed currently that might affect your display setting. Should your problem still occur, please feel free to reach out to us at support@gojiberry.app, we’d be happy to help you troubleshoot.

The number of post-purchase survey impressions doesn’t match the number of sales I am getting, why is that?

The conditions for our survey display are:

If a user responds to a survey, they will not see the survey anymore in future purchases (ie. Repeaters won’t see the same survey again).
Our survey displays on pages with URLs that include "/order/", or the combination of "/checkouts/" and "/thank_you
Our surveys require a customer ID and will not display if that is missing. This happens for example when an order is created directly from the admin dashboard.

Therefore, the number of impressions will not match exactly the number of sales on your Shopify store.

My response rate for multi-question surveys is low, is there any way to help improve that?

There could be several reasons why your response rate is low. Check the following to see if you are following the best practices:

Did you offer any incentives to your customers? Our studies have shown that the general survey participation rate hovers around 2% without incentives, and goes up 5x to 10% if some incentives are given.
Are your survey questions completely unrelated to each other? We found that keeping the question relevant can help with an increased response rate.
Be sure to check out the following helpful tips when writing a survey:
- How to Use Post-Purchase Surveys to Improve Customer Satisfaction
- 5 Tips for Writing Effective Post-Purchase Survey Questions
- Top 4 Survey Templates for Enhancing E-commerce Sale

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