Guides
Running support without a support team
Practical writing for merchants who answer their own customers. No funnels, no growth hacks — the actual work.
The problem with Shopify's contact form for customer support
The built-in form does the collecting and none of the managing. Where that starts to hurt.
9 min read
What good customer service is actually worth
Working out what support is worth to your store, from your own data rather than a borrowed statistic.
9 min read
Managing your first customer support hire
Handing support to someone else without losing sight of what is happening.
7 min read
What to say when an order is late
Four scripts for the four versions of “where is my order”, and what makes each one work.
6 min read
What running support out of Gmail actually costs you
A formula for the number, and why the three costs it misses are bigger than the number.
8 min read