Being a $40 billion company, it’s almost impossible to imagine that Shopify has a below-average customer support team. They do have interesting 24/7 customer service channels, including
Shopify allows its customers to request a call back from a certified agent. That way, time-conscious customers who are more comfortable discussing their challenges through a phone call can receive prompt support.
When requesting a call-back service from their phone support team, I received a call from the team within a minute of the request. It turned out that my mobile was in a different room and in Do Not Disturb mode when the call came. However, they called back about 6 minutes later and the rep was patient and elaborate on his answers.
Shopify offers email support to users. Like the phone support, this can be pretty hard to find but if you go through the guides and use the Live Chat option, you may not really have a need for this option. It’s there, however, for those that prefer it.
In my experience, they can take a while to get back to you. I reached out to the Shopify Plus team for enterprise-level support and I got a response approximately 3 hours later. Not a very detailed email, I’d say but it was a decent start of a journey to ShopifyLand (if that’s even a thing).
Shopify also offers a live chat feature, although this feature is quite hard to reach. When using a live chat option, an expert responds to you within 5 minutes. The first time I requested a live chat, I had an “Advisor” attending to me in 1 minute, which was fast. Here’s a transcript from the live chat.
Guides and FAQs:
One of the things that makes email support, live chat, and phone support hard to reach are the guides and FAQs. Shopify has a magnificent reservoir of guides that answers almost every question you may have when using its Website Builder product. This reservoir is equipped with a search function, making it easy for users to find whatever answer they need.
The Shopify Community is also an available support channel to discuss the nuances of building and managing an online store.
Experts and shop owners, managers, and developers come to the Community to share suggestions and workarounds for solving each other’s challenges when using the Website Builder and other products.
When you raise a question in the Community, you could receive a response within 8 minutes on average. Most of the time, a licensed Shopify expert helps you resolve the issue within 10 minutes.
Shopify Learn is a support channel equipped with courses that teach users how to run a successful online store. Most of these courses are anchored by renowned e-commerce experts including Timothy Ferriss, Jason Wong, and others.
Like many other platforms, Shopify maintains an active blog that is updated with 2-5 posts per month. The Shopify Blog informs users of industry trends, new feature offerings, and best practices for running a successful online store.
Documentations for themes and APIs:
Shopify Documentations are created for businesses with in-house developers. These documentations help these developers understand and customize the 70+ themes on the platform and add-on apps on its App Store.