Enhance Customer Support with New Chat Feature

Executive summary:

• Introducing a "Chat with a Human" button for direct support.
• Designed to simplify the process of reaching a support advisor.
• Available to all Shopify Plus merchants seeking immediate help.

What changed

Shopify has added a "Chat with a Human" button to its Help Center pages. This update connects users directly with a support advisor, bypassing automated self-service options.

Why it matters

This enhancement offers a more efficient and personalized support experience, ensuring that merchants can quickly reach a human advisor when needed, enhancing overall service satisfaction.

Role-specific impact

• Marketers: Faster problem resolution leads to less downtime and more effective campaigns.
• Developers: Access to live support can expedite technical issues and queries.
• Store admins: Improved communication ensures smoother operations and customer service.

Use-case example

Real-world scenario & metric

A Shopify Plus merchant faced an unexpected checkout issue on Cyber Monday. Using the "Chat with a Human" feature, support was reached immediately, and the issue was resolved in under 10 minutes, preventing significant revenue loss.

Implementation checklist

1. Visit the Shopify Help Center.
2. Locate and click the "Chat with a Human" button.
3. Describe your issue to initiate contact with an advisor.

FAQ

Q: How quickly can I expect a response?
A: Typically, within 5 minutes on most days.

Q: Is this service available 24/7?
A: Yes, advisors are available any time you require assistance.

Resources

Learn more about the feature in the Shopify Help Center.

Need guidance? Talk to Makro.