Customer Service for Shopify: Complete Setup Guide (2026)

You just launched your Shopify store. Orders are coming in. Now customers are emailing questions about shipping, returns, product details, and order status.

Here's what usually happens: You handle support through your personal Gmail. It works... until it doesn't. You miss emails buried in your inbox. Customers ask the same questions repeatedly. Your team has no visibility into who's handling what. Response times slip from hours to days.

Sound familiar?

Professional customer service isn't optional for Shopify stores anymore. 67% of customers abandon a brand after one bad support experience. But great support increases customer lifetime value by 2-3×.

I've helped dozens of Shopify merchants set up scalable customer service systems. The stores that get it right answer 70% more tickets per day, maintain 85%+ CSAT scores, and turn support into a revenue driver (not just a cost center).

This guide is your complete Shopify customer service blueprint—from choosing the right tools to building automated workflows that scale with your store.

Table of Contents

1. Why Shopify Stores Need Specialized Support
2. Essential Features for Shopify Support
3. Choosing Your Support Platform
4. Setting Up Email Support for Shopify
5. Integrating Order Data
6. Essential Workflows for Shopify Stores
7. Email Templates for Shopify Support
8. Automation Strategies
9. Metrics That Matter

Why Shopify Stores Need Specialized Support

General customer service tools aren't built for e-commerce. Here's what makes Shopify support different:

Unique Support Requirements

Order Lookup is Non-Negotiable

Customer: "Where's my order?"

You need to see:

• Order status (paid, fulfilled, shipped)
• Tracking numbers
• Items ordered
• Shipping address
• Order date and total

Without Shopify integration, you're switching between tabs, asking customers for order numbers, and wasting 2-3 minutes per ticket.

Product Context Matters

When a customer asks "Does this come in blue?", you need to know:

• What they've purchased before
• What they're looking at now (if you can track it)
• Product variants and inventory

Shipping is 40% of Your Support Volume

• "When will my order arrive?"
• "Can I change my shipping address?"
• "My tracking number isn't working"
• "I need faster shipping"

These questions require real-time access to Shopify order data.

Refunds and Returns Need Automation

Manual refund processing:

1. Customer requests refund via email
2. You log into Shopify
3. Find the order
4. Issue refund
5. Reply to customer
6. Total time: 5-8 minutes

Automated refund processing:

1. Customer requests refund
2. Agent clicks "Refund" in support tool
3. System processes in Shopify automatically
4. Customer receives confirmation
5. Total time: 60 seconds

Customer Lifetime Value Visibility

Not all customers are equal. When you're handling a support ticket, you need to know:

• Is this a first-time buyer or repeat customer?
• Have they spent $50 or $5,000?
• Do they have pending orders?

This context changes how you prioritize and respond.

Essential Features for Shopify Support

Before choosing a tool, understand what you actually need.

Must-Have Features

1. Shopify Integration

What it should do:

• Display customer order history in the support interface
• Show order status, tracking, and items without switching tabs
• Allow actions (refund, cancel, update) directly from support tool
• Sync customer data automatically

Why it matters: Saves 2-3 minutes per ticket. With 100 tickets/day, that's 5 hours saved.

2. Shared Inbox Management

What it should do:

• Multiple team members can access support@yourstore.com
• See who's working on what ticket
• Assign tickets to specific agents
• Track status (new, open, pending, resolved)

Why it matters: Prevents duplicate responses and dropped tickets.

3. Automated Responses for Common Questions

What it should do:

• Auto-reply to FAQs ("What's your return policy?", "Do you ship internationally?")
• Suggest responses to agents based on ticket content
• Use AI to draft complete responses that agents review

Why it matters: Reduces response time from hours to minutes. Handles 40-60% of volume automatically.

4. Email Templates / Saved Replies

What it should do:

• Pre-written responses for common scenarios
• Personalization variables (name, order number, etc.)
• Keyboard shortcuts for quick insertion

Why it matters: Consistency and speed. New agents can send professional responses immediately.

5. Customer Context Panel

What it should do:

• Show customer's entire interaction history
• Display Shopify order history
• Show lifetime spend and order count
• Surface relevant past tickets

Why it matters: Personalized support. Know if you're talking to a VIP or first-time buyer.

Nice-to-Have Features

6. Live Chat

When you need it: If you sell impulse purchases and have 2+ agents available during business hours.

When you don't: Small teams, complex products, or limited staffing.

See our guide: Email Support vs Live Chat for E-Commerce

7. Automated Tracking Updates

What it should do:

• Send automatic "Your order has shipped" emails
• Provide tracking links
• Update customers on delivery status

Why it matters: Reduces "Where is my order?" tickets by 30-40%.

8. Return Portal

What it should do:

• Self-service return requests
• Automatic return label generation
• Status tracking for customers

Why it matters: Saves agent time. Customers prefer self-service for simple returns.

Choosing Your Support Platform

Let's compare the main options for Shopify stores.

Option 1: Shopify Inbox (Free, Built-In)

Pros:

• Free
• Native Shopify integration
• Chat on product pages
• Order data automatically available

Cons:

• Chat only (no email support)
• No automation or AI
• No team collaboration features
• No ticket management

Best for: Solo merchants just starting out who want live chat.

Not good for: Stores with 50+ support requests/day or multiple team members.

Option 2: Gorgias (Shopify-Specific Helpdesk)

Pros:

• Built specifically for Shopify/e-commerce
• Excellent Shopify integration
• Macros and automation
• Team collaboration
• Chat, email, social media

Cons:

• Expensive ($300-900/month for most stores)
• Can be overwhelming with features you don't need
• AI features lag behind newer tools

Pricing: Starts at $10/month (60 tickets), realistic pricing $300-900/month for growing stores.

Best for: High-volume stores ($500K+ annual revenue) with dedicated support teams.

Learn more: Gorgias.com | Shopify App Store

Option 3: Aidly (AI-First Email Support for Shopify)

Pros:

• Shopify integration: Order lookup, customer history, direct from interface
• AI drafts responses: Agent reviews/edits rather than writing from scratch
• Email-focused: Built for asynchronous support
• Simple, fast interface
• Flat pricing ($208/month for 5,000 emails)
• 2-minute setup

Cons:

• Email only (no chat or social media)
• Newer platform (less established)

Pricing: $208/month for 5,000 emails, $608/month for 25,000 emails. See pricing

Best for: Shopify stores handling 100-1,000 support emails/day who want AI automation without complexity.

Option 4: Help Scout

Pros:

• Clean interface
• Good for team collaboration
• Shopify app available
• Reasonable pricing

Cons:

• Shopify integration requires app (not native)
• No AI response generation
• Limited automation

Pricing: $20/user/month

Best for: Teams who prioritize simplicity over Shopify-specific features.

Learn more: HelpScout.com | Shopify Apps Guide

Option 5: Zendesk

Pros:

• Robust feature set
• Enterprise-grade
• Shopify integration via marketplace app

Cons:

• Extremely expensive ($55-$115/user/month)
• Complex setup (weeks to configure)
• Overkill for most Shopify stores

Best for: Large enterprises with complex needs. Not recommended for most Shopify merchants.

See our comparison: Zendesk vs Aidly for E-Commerce

Our Recommendation

If you're just starting (0-50 tickets/day):

• Use Shopify Inbox for chat + Gmail for email (free)
• Upgrade when you hit limits

If you're growing (50-500 tickets/day):

• Best for AI/efficiency: Aidly ($208/month, Shopify integration, AI drafts)
• Best for all-in-one: Gorgias ($300-600/month, multi-channel)

If you're high-volume (500+ tickets/day):

• Gorgias or Zendesk with dedicated support team

Setting Up Email Support for Shopify

Email is the foundation of e-commerce support. Even if you add chat later, email handles 60-70% of volume.

Step 1: Set Up Your Support Email

Create a dedicated support email:

• support@yourstore.com (most common)
• help@yourstore.com
• hello@yourstore.com

Don't use:

• Your personal Gmail
• info@yourstore.com (goes to multiple departments)

How to set up in Shopify:

1. Go to Settings → Notifications
2. Scroll to "Customer contact email"
3. Add your support email (support@yourstore.com)

This becomes the "Contact us" email shown throughout your store.

Step 2: Configure Auto-Responders

Set up an auto-reply for after-hours:

Subject: We received your message!

Hi [Customer Name],

Thanks for contacting [Your Store]! We've received your message and will respond within 24 hours (usually much faster).

In the meantime:
- Track your order: [Your Store]/account/orders
- Shipping info: [Link to shipping page]
- Return policy: [Link to return policy]

Need immediate help? Check our FAQ: [Link]

Best,
The [Your Store] Team

Shopify doesn't have native auto-responders. You'll need a helpdesk tool or Gmail automation for this.

Step 3: Create Forwarding Rules

If using a helpdesk:

• Forward support@yourstore.com → your helpdesk inbox
• Helpdesk replies on behalf of support@yourstore.com

Most Shopify helpdesks handle this automatically via OAuth.

Step 4: Set Up Email Templates

Create templates for your top 10 most common questions. We'll cover specific templates later in this guide.

Integrating Order Data

This is where Shopify-specific tools shine.

Why Order Integration Matters

Without integration:

• Customer: "Where's my order?"
• You: "What's your order number?"
• Customer: "#1234"
• You: switches to Shopify admin, searches order
• You: copies tracking number
• You: "Your order shipped via USPS, tracking: [number]"
• Total time: 3-5 minutes

With integration:

• Customer: "Where's my order?"
• System: automatically finds order by email
• You: clicks "send tracking" button
• Customer receives tracking info
• Total time: 30 seconds

How to Connect Shopify to Your Helpdesk

For Aidly:

1. Go to Settings → Integrations
2. Click "Connect Shopify"
3. Authorize access to your store
4. Done! Order data appears automatically in tickets

For Gorgias:

1. Install Gorgias app from Shopify App Store
2. Authorize permissions
3. Configure data sync settings

For Help Scout / Zendesk:

1. Install their Shopify app
2. Configure OAuth connection
3. May require additional setup for full integration

What Data Should Sync

Minimum:

• Customer order history (last 5-10 orders)
• Order status (unfulfilled, fulfilled, shipped, delivered)
• Order items and quantities
• Tracking numbers

Ideal:

• Customer lifetime value
• Customer since date
• Total orders
• Product details (SKU, variants, images)
• Fulfillment locations

Essential Workflows for Shopify Support

Let's build workflows for your most common tickets.

Workflow 1: "Where Is My Order?"

Volume: 30-40% of all tickets

Manual process:

1. Customer emails asking for tracking
2. Agent logs into Shopify
3. Searches for order
4. Copies tracking number
5. Pastes into reply
6. Sends email

Automated process:

1. Customer emails asking for tracking
2. System detects intent ("where is my order", "tracking number")
3. AI drafts response with tracking link
4. Agent reviews and sends
5. Or: Fully automated response if tracking is available

Expected result: 80% of WISMO tickets handled in <1 minute.

Template:

Hi [Customer Name],

Your order #[Order Number] shipped on [Ship Date] via [Carrier].

Track your package: [Tracking Link]

Estimated delivery: [Delivery Date]

Let me know if you have any questions!

Best,
[Your Name]
[Your Store]

Workflow 2: Refund Requests

Volume: 10-15% of tickets

Decision tree:

1. Is it within return window? → Approve
2. Is product defective? → Approve + replacement offer
3. Is it outside return window? → Deny politely, offer store credit
4. Is customer a VIP (high LTV)? → Approve as exception

Template for approval:

Hi [Customer Name],

I've processed your refund for order #[Order Number].

Refund amount: [Currency] [Amount]
Refund method: [Original payment method]
Timeline: 5-7 business days

Return instructions: [Link or details]

We're sorry this didn't work out. Is there anything we could have done differently?

Best,
[Your Name]

Template for denial: See our guide: How to Write Refund Denial Emails

Workflow 3: Product Questions

Volume: 15-20% of tickets

Types:

• Sizing / fit questions
• Material / care instructions
• Compatibility questions
• Availability questions

Process:

1. Customer asks product question
2. System identifies product (from order history or email context)
3. AI drafts response using product description + FAQ
4. Agent reviews and personalizes
5. Send

Template:

Hi [Customer Name],

Great question about [Product Name]!

[Answer based on product details]

Here's more info: [Link to product page]

Still have questions? I'm happy to help!

Best,
[Your Name]

Workflow 4: Address Change Requests

Volume: 5-10% of tickets

Decision logic:

• If order not yet fulfilled → Update in Shopify
• If order already shipped → Contact carrier (complicated)
• If order delivered → Cannot change

Template (can update):

Hi [Customer Name],

I've updated your shipping address to:

[New Address]

Your order will ship to this new address. You'll receive tracking within 24 hours.

Best,
[Your Name]

Template (cannot update):

Hi [Customer Name],

I checked your order #[Order Number], and unfortunately it already shipped to:

[Original Address]

You can:
1. Contact [Carrier] at [Number] to request address change (tracking: [Number])
2. Have the recipient forward it to you
3. Refuse delivery and I'll send a replacement to the new address

Let me know how you'd like to proceed!

Best,
[Your Name]

Workflow 5: Complaint Handling

Volume: 5-10% of tickets

Process:

1. Acknowledge the issue immediately
2. Apologize sincerely
3. Explain what happened (if appropriate)
4. Fix it (refund, replacement, discount, etc.)
5. Follow up to confirm resolution

See our guide: How to Handle Angry Customer Emails

Email Templates for Shopify Support

Template 1: Order Confirmation Issue

Hi [Name],

I checked your order #[Order Number] and can confirm:

✓ Order placed: [Date]
✓ Payment processed: [Amount]
✓ Status: [Status]

You should have received a confirmation email at [Email]. If you didn't receive it:
- Check your spam folder
- Make sure [Email] is correct
- I can resend it: [Link]

Let me know if you need anything else!

Best,
[Your Name]
[Your Store]

Template 2: Out of Stock Item

Hi [Name],

Thanks for your interest in [Product]! Unfortunately, it's currently out of stock.

Good news:
- We're restocking on [Date]
- I can notify you when it's back: [Link]
- Or check out these similar items: [Links]

Want me to add you to the restock notification list?

Best,
[Your Name]

Template 3: Shipping Delay

Hi [Name],

I wanted to reach out about your order #[Order Number].

Unfortunately, there's a delay with [Carrier/Supplier]. Your order is now expected to arrive by [New Date] instead of [Original Date].

To make this right, I'd like to offer:
- [Option 1: Discount on next order]
- [Option 2: Free expedited shipping]
- [Option 3: Full refund if you'd prefer to cancel]

I'm really sorry for the inconvenience. Let me know what works best for you.

Best,
[Your Name]
[Your Store]

Template 4: Product Care Instructions

Hi [Name],

Great question about caring for your [Product]!

Here's what we recommend:

[Care Instructions]

Pro tips:
- [Tip 1]
- [Tip 2]

This will help your [Product] last for years. Let me know if you have other questions!

Best,
[Your Name]

Template 5: Return Label Request

Hi [Name],

I've created a prepaid return label for order #[Order Number].

Return label: [Link or attachment]

Instructions:
1. Pack item in original packaging (if possible)
2. Print and attach label
3. Drop off at [Carrier] location: [Find locations: Link]
4. You'll receive tracking confirmation

Once we receive the return, I'll process your [refund/exchange] within 2-3 business days.

Let me know if you need anything else!

Best,
[Your Name]
[Your Store]

For 50+ more templates, see: Customer Service Email Templates

Automation Strategies

Automation doesn't mean removing the human touch. It means handling simple tickets instantly so agents can focus on complex issues.

What to Automate

Tier 1: Instant Auto-Response (No Human Review)

Safe to automate:

• Order tracking lookup ("Where is my order?")
• Return policy questions
• Shipping policy questions
• Store hours / contact info
• Account password resets

Requirements:

• 99%+ accuracy
• Clear customer intent
• Factual information only

Tier 2: AI Draft + Human Review

Best for automation:

• Product questions
• Refund requests (draft based on policy)
• Order modification requests
• General inquiries

Process:

• AI generates response
• Agent reviews for accuracy
• Agent personalizes
• Agent sends

Results: 3× faster than writing from scratch.

Tier 3: Human-Only

Never automate:

• Angry customers / complaints
• Complex issues requiring judgment
• VIP customers (high lifetime value)
• Legal threats or serious issues

How to Implement AI Automation

Step 1: Start with Order Tracking

This is the safest automation because it's purely factual.

Logic:

IF email contains ["where is my order", "tracking", "hasn't arrived"]
AND customer has active order
THEN auto-reply with tracking link

Step 2: Add FAQ Auto-Replies

Common questions with fixed answers.

Examples:

• "Do you ship internationally?" → Yes, to 40+ countries. [Link to shipping page]
• "What's your return policy?" → 30-day returns. [Link to return policy]

Step 3: Enable AI Drafts for Everything Else

Let AI generate responses for all other tickets. Agent reviews before sending.

With Aidly: AI drafts are generated automatically. Agent just reviews and clicks send.

With Gorgias: Use "Macros" for templates, but AI drafts require higher-tier plans.

Measuring Automation Success

Metrics to track:

Automation rate:

• Target: 40-60% of tickets handled with AI assistance
• Calculation: (AI-assisted tickets / total tickets) × 100

Average handle time:

• Target: <3 minutes per ticket with AI, <6 minutes without
• Calculation: Total time spent / total tickets

Accuracy rate:

• Target: 95%+ accuracy on automated responses
• Measurement: Customer replies "that didn't answer my question"

Customer satisfaction (CSAT):

• Target: 85%+ for AI-assisted responses
• Measurement: Post-resolution survey

Metrics That Matter

Track these KPIs to measure your Shopify support performance.

Essential Metrics

1. First Response Time

What it is: Time from customer email to first agent response

Target: <2 hours during business hours

Why it matters: Customers expect fast responses. Every hour of delay increases churn risk.

How to improve:

• Add more agents during peak hours
• Use AI to draft responses faster
• Automate simple questions

2. Resolution Rate

What it is: % of tickets resolved without escalation or follow-up

Target: 70%+

Why it matters: Low resolution rate means agents aren't empowered to solve problems.

How to improve:

• Better training
• Give agents refund authority
• Improve knowledge base

3. Customer Satisfaction (CSAT)

What it is: % of customers who rate support positively

Target: 85%+

Why it matters: Directly correlates with customer retention and LTV.

How to measure: Send survey after ticket resolution: "How would you rate your support experience?" 😞 😐 🙂 😊

4. Tickets Per Day Per Agent

What it is: Average tickets handled by each agent daily

Target: 40-60 for email, 15-25 for chat

Why it matters: Measures agent efficiency.

How to improve:

• AI drafts (increases to 80-100 tickets/day)
• Better templates
• Reduce context switching

5. Support Cost Per Order

What it is: Total support costs / total orders

Target: <$2 per order for most Shopify stores

Why it matters: Measures efficiency of your support operation.

Formula:

(Agent salaries + software costs) / monthly orders

Example:

• 2 agents × $3,000/month = $6,000
• Software: $300/month
• Total: $6,300
• Orders: 5,000/month
• Cost per order: $1.26 ✓

### Advanced Metrics

**6. Repeat Contact Rate**

% of tickets that require follow-up from same customer

**Target:** <20%

**Low repeat rate = problems solved on first contact**

**7. Customer Lifetime Value by Support Interaction**

Track LTV of customers who contacted support vs those who didn't.

**Goal:** Support interactions should increase LTV, not decrease it.

**If LTV decreases:** You're losing customers after support interactions (bad sign)

**If LTV increases:** Support is building loyalty (great!)

## Shopify Helpdesk Comparison Table (2026)

Here's a side-by-side comparison of the top customer service platforms for Shopify stores:

| Feature | Aidly | Gorgias | Re:amaze | Help Scout | Zendesk | Shopify Inbox |
|---------|-------|---------|----------|------------|---------|---------------|
| **Shopify Integration** | ✅ Native OAuth | ✅ Native | ⚠️ Via App | ⚠️ Via App | ⚠️ Via App | ✅ Built-in |
| **AI Response Drafts** | ✅ Included | ⚠️ Enterprise Only | ❌ No | ❌ No | ❌ No | ❌ No |
| **Setup Time** | 2 minutes | 1-2 hours | 30 mins | 30 mins | 2-4 weeks | Instant |
| **Email Support** | ✅ Primary | ✅ Yes | ✅ Yes | ✅ Primary | ✅ Yes | ❌ No |
| **Live Chat** | ❌ No | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Primary |
| **Multi-Channel** | ❌ Email Only | ✅ All Channels | ✅ All Channels | ⚠️ Email/Chat | ✅ All Channels | ⚠️ Chat Only |
| **AI Automation %** | 60-70% | 10-20% | 0% | 0% | 5-10% | 0% |
| **Monthly Cost (5K emails)** | $208 | $600-900 | $300-500 | $240-400 | $600-1,200 | Free |
| **Cost Per Agent** | Flat rate | Per ticket | Per agent | $20/agent | $55-115/agent | Free |
| **Team Collaboration** | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ⚠️ Limited |
| **Knowledge Base** | ⚠️ External | ✅ Built-in | ✅ Built-in | ✅ Built-in | ✅ Built-in | ❌ No |
| **Mobile App** | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes |
| **Reporting & Analytics** | ✅ Yes | ✅ Advanced | ✅ Yes | ✅ Yes | ✅ Advanced | ⚠️ Basic |
| **API Access** | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes | ⚠️ Limited |
| **Support Rating** | 4.9/5 (New) | 4.7/5 (8.4K reviews) | 4.6/5 (2.3K reviews) | 4.5/5 (900 reviews) | 4.2/5 (5K reviews) | 4.3/5 |
| **Best For** | AI Email Automation | All-in-One | Budget Multi-Channel | Simple Teams | Enterprise | Free Chat |

**🏆 Winner for Most Shopify Stores:** Aidly (AI + cost efficiency) or Gorgias (all-in-one)

**Decision Framework:**
- Budget < $300/month? → **Aidly or Shopify Inbox**
- Need multi-channel? → **Gorgias or Re:amaze**
- Want maximum AI automation? → **Aidly**
- Enterprise with complex needs? → **Zendesk**

**Sources:**
- [Shopify Customer Service Management (2026)](https://www.shopify.com/blog/customer-service-management)
- [Gorgias vs Re:amaze Comparison](https://www.gorgias.com/comparison/reamaze)
- [Help Scout's Shopify Apps Guide](https://www.helpscout.com/blog/shopify-customer-service-apps/)

## What's New in Shopify Support for 2026

The Shopify support landscape has evolved significantly. Here's what's changed:

### 1. AI-First Support is Now Standard

**60% of Shopify Plus merchants now use AI** for first-response drafting (up from 12% in 2024). Customers don't mind AI-assisted responses if quality stays high and tone is natural.

**What this means:**
- Stores without AI are at a competitive disadvantage
- Response time expectations dropped from 4 hours to 1 hour
- AI automation is table stakes, not a luxury

### 2. Shopify Sidekick Integration

Shopify's AI assistant now integrates with helpdesks, allowing:
- Voice-activated order lookups
- Instant policy checks
- Automated product recommendations
- Real-time inventory updates

Forward-thinking helpdesks (including Aidly) are building Sidekick integrations for seamless workflows.

### 3. Return Automation is Critical

With e-commerce return rates at **20-30%**, automated return portals are now essential. These integrate with helpdesks to create self-service return flows, reducing support load by 30-40%.

### 4. Mobile-First Support

**68% of Shopify merchants now answer tickets from mobile devices.** Choose helpdesks with excellent mobile apps for on-the-go support management.

### 5. Sustainability Messaging

Customers increasingly ask about:
- Packaging materials and recyclability
- Shipping carbon offsets
- Product lifecycle and durability
- Ethical sourcing and manufacturing

**Add these to your FAQ automation** to stay ahead of trends.

### 6. GDPR & Privacy Compliance

European customers expect:
- Clear data retention policies
- Easy account deletion requests
- Transparent data usage disclosure

Make sure your helpdesk is **GDPR compliant** (Aidly, Gorgias, and Zendesk all are).

### 7. Video Support on the Rise

**15% of support tickets now include video** (screen recordings, product unboxings). Your helpdesk must support video file uploads and embedded playback.

## Frequently Asked Questions

### What is the best customer service app for Shopify?

For AI-powered email support, **Aidly** is the best choice with native Shopify integration and $208/month flat pricing. For all-in-one multi-channel support, **Gorgias** is popular but costs $300-900/month. **Shopify Inbox** is free but chat-only with no automation.

The best choice depends on your needs:
- **Best for AI & cost efficiency:** Aidly
- **Best for all-in-one support:** Gorgias
- **Best for free chat:** Shopify Inbox

### How much does Shopify customer support cost?

Target cost: **< $2 per order**

For a store with 5,000 orders/month:
- **Aidly:** $208/month = $0.04 per order
- **Gorgias:** $300-900/month = $0.06-$0.18 per order
- **Help Scout:** $240-400/month = $0.05-$0.08 per order
- **Zendesk:** $600-1,200/month = $0.12-$0.24 per order

Cost includes software + agent time. AI automation (like Aidly) can reduce cost per order by 50-70%.

### Does Shopify have built-in customer support?

Yes. **Shopify Inbox** is free for live chat on your store. However:
- ❌ Doesn't handle email support
- ❌ No automation or AI features
- ❌ No team collaboration tools
- ❌ Limited to chat only

Most Shopify stores need a dedicated helpdesk for email support. Shopify Inbox works well as a *supplement* to email, not a replacement.

### How do I set up email support for my Shopify store?

**5-Minute Setup:**

1. **Create support email:** support@yourstore.com
2. **Add to Shopify:** Settings → Notifications → "Customer contact email"
3. **Connect helpdesk:** Choose Aidly, Gorgias, or Help Scout
4. **OAuth integration:** 2-minute connection to sync order data
5. **Set up templates:** Create responses for top 10 questions
6. **Enable AI:** Turn on automation for "Where is my order?" tickets

With AI (Aidly), you can automate 40-60% of volume from day one.

### Can I automate Shopify customer support?

**Yes.** AI can automate 40-60% of support volume, especially:
- ✅ Order tracking inquiries ("Where is my order?")
- ✅ Return policy questions
- ✅ Product FAQs
- ✅ Shipping information

**Two types of automation:**

1. **Full automation (no human review):** Safe for order status lookups
2. **AI drafts + human review:** Best for refunds, product questions, complaints

Tools like **Aidly** use AI to draft responses that agents review before sending. Result: 3× faster than manual, with full quality control.

### How do I connect Shopify to my helpdesk?

**For Aidly:**
1. Go to Settings → Integrations
2. Click "Connect Shopify"
3. Authorize OAuth access
4. Done! Order data appears automatically

**For Gorgias:**
1. Install from [Shopify App Store](https://apps.shopify.com/helpdesk)
2. Authorize permissions
3. Configure sync settings

**For Others (Help Scout, Zendesk):**
1. Install their Shopify marketplace app
2. Configure OAuth connection
3. May require additional setup

**What syncs:** Customer order history, order status, tracking numbers, customer LTV, total spend.

### Is Gorgias worth it for Shopify?

**Gorgias is worth it if:**
- ✅ You need multi-channel (email + chat + social media)
- ✅ Your team is 5+ people
- ✅ You handle 2,000+ tickets/month
- ✅ Budget allows $600-900/month

**Gorgias is NOT worth it if:**
- ❌ Small team (1-3 people) → **Use Aidly** ($208/month)
- ❌ Email is primary channel → **Use Aidly or Help Scout**
- ❌ You want AI automation → **Aidly has better AI at 1/3 the cost**
- ❌ Budget under $300/month → **Use Aidly**

**Bottom line:** Gorgias is excellent for high-volume stores with dedicated support teams. Aidly is better for smaller teams focused on AI efficiency.

### What percentage of Shopify tickets can be automated?

**40-60% with AI, 80%+ with full automation stack**

**Breakdown by ticket type:**
- **Order tracking (30-40% of volume):** 95% automatable
- **Return policy questions (10%):** 90% automatable
- **Product questions (15-20%):** 60% automatable (AI draft + human review)
- **Refund requests (10-15%):** 50% automatable (AI draft + human approval)
- **Complaints (5-10%):** 0% automatable (human only)
- **Complex issues (10-15%):** 20% automatable

**With Aidly's AI:** Handle 80-100 tickets/day per agent vs 40-60 manually.

### Do I need live chat for my Shopify store?

**It depends on what you sell.**

**You NEED chat if:**
- You sell impulse purchases (fashion, beauty, accessories)
- Average order value < $100
- You have 2+ agents available during business hours
- Pre-sale questions are common

**You DON'T need chat if:**
- You sell considered purchases (furniture, B2B, high-ticket)
- Small team (1-3 people)
- Most questions are post-purchase (shipping, returns)
- Email handles your volume well

**Start with email.** Add chat only if email is running smoothly and you have capacity. Chat requires real-time staffing; email scales better.

See our guide: [Email Support vs Live Chat for E-Commerce](/blog/email-support-vs-live-chat)

### How many support requests do Shopify stores get?

**Average by store revenue:**

| Annual Revenue | Monthly Tickets | Daily Tickets |
|---------------|----------------|---------------|
| $0-$50K | 10-50 | 1-2 |
| $50K-$250K | 100-500 | 3-16 |
| $250K-$1M | 500-2,000 | 16-65 |
| $1M-$5M | 2,000-8,000 | 65-260 |
| $5M+ | 8,000+ | 260+ |

**Ticket volume = 2-5% of orders** on average

**Peak times:** Monday mornings, post-holiday returns, during sales events

**40% of tickets are "Where is my order?"** which can be fully automated with AI.

## The Bottom Line

Great customer service is a competitive advantage for Shopify stores.

**The non-negotiables:**

✅ **Dedicated support email** (not your personal Gmail)
✅ **Shopify integration** (order data in your helpdesk)
✅ **Response time <2 hours** during business hours
✅ **AI or templates** for common questions
✅ **Customer context** (order history, LTV) visible to agents

**The ROI of good support:**
- 30-40% fewer "Where is my order?" tickets (via automation)
- 3× faster response times (via AI drafts)
- 2-3× higher customer LTV (via better experience)
- Lower churn rate

**The cost of bad support:**
- 67% of customers leave after one bad experience
- Negative reviews hurt conversion rates
- High agent burnout and turnover

**Most Shopify stores should:**
1. Start with email support (not chat)
2. Choose a helpdesk with native Shopify integration
3. Use AI to automate 40-60% of volume
4. Focus on response time, not response perfection

**Ready to build professional support for your Shopify store?**

[Aidly](https://aidly.me) is built specifically for e-commerce email support with native Shopify integration. See customer order history, use AI to draft responses, and handle 3× more tickets per day.

**Shopify Integration:**
- Connect in 2 minutes (OAuth)
- Customer order history appears automatically
- Order details, tracking, and status in every ticket
- No tab-switching between Shopify admin and support

**AI-Powered Responses:**
- AI drafts complete responses based on ticket + Shopify data
- Agent reviews and personalizes before sending
- Handle 80-100 tickets/day per agent (vs 40-60 manually)

**Simple Pricing:**
- $208/month for 5,000 emails
- No per-agent fees
- Includes Shopify integration
- [Try 5 emails free](https://aidly.me/#pricing)

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**Related Articles:**
- [Email Support vs Live Chat for E-Commerce](/blog/email-support-vs-live-chat)
- [Customer Service Email Templates: 50+ Ready-to-Use Examples](/blog/customer-service-email-templates)
- [How to Reduce Email Response Time by 70%](/blog/reduce-email-response-time)
- [Customer Service Automation Guide](/blog/customer-service-automation-guide)