One of the main considerations when moving to Shopify is ensuring you have access to support from Shopify experts to help run your store. Shopify provides dedicated customer support services, but it can also help to work with a Shopify agency that has specialist expertise on the Shopify platform.
If you are considering opening a shop on Shopify, then you’ll want to know what Shopify support and customer service are available to you. Will you be able to speak to someone if your checkout stops working? What happens if you keep getting DNS errors on your store? These problems could be detrimental to your business.
This post describes the different types of Shopify support and customer service.
1 - Work With a Shopify Agency
A dedicated Shopify agency can provide technical and e-commerce strategic support to help grow your Shopify business. There are specialist agencies that have achieved Shopify Plus Partner status. This means they’ve demonstrated platform knowledge and customer service to be recognized as Shopify experts.
As an example, our growth support service helps Shopify merchants maximize the performance of their Shopify store. This is more than just technical support to ensure the lights are always kept on. It’s an extension of your team that gives you direct access to whatever Shopify knowledge or capabilities you could ever need. This includes:
- E-commerce roadmap planning
- Design and development support
- Advice on which Shopify apps to use
- Seasonal planning and product launch support
- Access to a range of Shopify technical partners
Working with a Shopify agency is often the fastest way to get the support you need and have it implemented quickly.
2 - Shopify Customer Service: Email
Do not have time for a chat? Or want to express a problem that cannot be summed up in a small box? You can also do it the "old school" way and send a good old fashion email. The Shopify support representatives are extremely quick at answering any queries and you can expect a response within hours of sending an email.
How To Access Shopify Email Support
Firstly, login to your Shopify account. Visit the Shopify Help Center and scroll down to the bottom and click ‘Contact Support’. You will be offered various options, but you need to select the email support one.
Then you will need to draft a detailed email that outlines your Shopify store issue clearly for the representative to understand. This needs to include your store URL and account information, and any steps that you have already tried to take. You should also attach any relevant screenshots or files. Once it is complete, you should send this to support@shopify.com and await your response.
Benefits of Shopify Email Support
- Receive thorough, written responses
- Users can attach supporting documents e.g. screenshots
- All emails are recorded to reference to later
- Flexible for users, emails can be sent anytime
- Representatives can provide relevant documentation, e.g. articles or links that can help resolve the issue
Recommended if: You have an issue with a none-urgent problem that might need a thorough explanation such as billing or payment gateways.
3 - Shopify Customer Service: Live Chat
The Shopify live chat support option is fantastically convenient and offers more personalised assistance. To access this service, you have to visit the Shopify Help Center and search for your issue, then click on ‘Contact Support’ at the bottom. Here you can select the live chat service and you can type in your query into a simple box and this will connect you with a Shopify chat support staff member.
From our experience the service is quick, simple and efficient. Before logging on they ask you to enter your Shopify domain - this saves time as the representative can quickly see the store that you are concerned about. Many issues are solved whilst on the chat. If not a Shopify support representative will email you following up your query.
Benefits of Shopify Live Chat Support:
- Immediate Assistance
- Personalised Service
- Convenient and easily accessible
- You can multitask while chatting with a support agent
- Issues can be resolved more quickly
- Chat transcript can be saved
- Detailed support e.g. links, screenshots and other resources
- Available 24/7
Recommended if: You have some serious technical problems with your Shopify store and need a fast response to prevent losing out on sales.
4 - Shopify Customer Service: Phone
Shopify has a telephone support system with dedicated international phone numbers set up for a user's convenience. The Shopify telephone support service is open 24/7 for customer's of all subscription types and is designed to provide users with immediate assistance.
How To Access Shopify Telephone Support
To access this service, you need to login to your Shopify account, visit the help center and scroll to the bottom and click on ‘Customer Support’. You will have to describe your issue in detail and you will be offered various contact options, where you'll need to choose the phone support. Shopify will either provide you with a direct phone number or a callback option.
What we thought about the Shopify Telephone Support
Our experience of Shopify telephone support has been extremely positive. There seems to be plenty of lines available with little holding. When connected, the customer gets put in touch with a real Shopify expert who really knows their stuff! You can also request a call back if you would prefer more intimate Shopify support.
Find the correct Shopify telephone number below:
- North America: 1-888-746-7439
- United Kingdom: 0800-808-5233
- Australia: 03-8400-4750
- New Zealand: 07-788-6026
- India: 000-800-100-5786
- Malaysia: 1800-80-6678
- Singapore: 800-181-1121
- Indonesia: 007-803-651-0008
Benefits of Shopify Telephone Support:
- Voice-Based Assistance
- Speak Directly With A Support Representative
- Personalised Assistance
- Real-time voice communication to help clarify complex issues
- Available 24/7, regardless of time zones
Recommended if: The phone covers all bases if you have the time to make the call. Ring Shopify for general enquiries (if you want to learn more about the Shopify platform) or if you have an urgent problem that needs addressing.
5 - Shopify Customer Service: Community Forum
The Shopify Community Forum is full of friendly Shopify experts, users and Shopify support staff that all discuss the platform together. You may want to use the forum for answers to a question you KNOW has been asked before. The online platform makes it easy for Shopify merchants to interact with each other and seek help on a variety of topics to help them manage their online stores. There are various categories, from payments, shipping, ecommerce marketing, technical issues and more. The Shopify forum is full of knowledge about updates, applications, and design. If you cannot find an answer then you can always start a new thread.
How To Access The Shopify Forum
Firstly, visit the Shopify Community page. If you want to participate in discussions or start a new conversation, you will need to log in with your Shopify account. There is a ‘Sign In’ button at the top right that you need to click. Once you are logged in, you will need to search for the relevant category or topic that you need help with. Use the search bar to make this step quicker if you want to. In each thread you can read posts, ask questions, reply to posts and find new solutions for managing your Shopify store.
Benefits of the Shopify Forum:
- Community Support
- Connect with other Shopify users
- Gain new insights & solutions
- Easy to find your topics
- Network opportunities
- Learn best practices & features
Recommended if: You might want an opinion on something, for instance, which application is best to sync my social networks with Shopify. The experienced forum users will be able to give you some opinionated answers without any bias apart from their experiences.
6 - Shopify Support: Shopify Manual
If you want to learn more about how Shopify works then your go-to guide should be the Shopify manual. This guide has been painstakingly crafted by the staff to cover nearly EVERYTHING you need to know about Shopify.
From how to use your Shopify dashboard to tutorials on store customization: this guide covers every level of expertise. If you are willing to put the time in, this guide could become invaluable to your business.
Recommended if: You do not have an urgent problem, you just want to learn more about all the the features of Shopify and how to use them properly. It may be especially important to you if you are a Shopify POS user too.
7 - Shopify Customer Service: E-commerce University
The Shopify e-commerce university paves the stepping stones to your businesses success. The E commerce university is a set of useful guides that cover everything that you need to know about your online store. This may sound similar to the Shopify manual - however the E commerce university teaches you more techniques to use away from the Shopify service. Examples of this include, how to use your social media to get sales; how to find a reputable drop shipping service for your company or creating a successful pop-up shop in your city.
_Recommended if: You need some e-commerce inspiration and want to give your online business a little Va Va Voom! Become an expert at product sources, sales person and marketer too with the e-commerce university guides.__
Any other pros of Shopify support?
Shopify have recently introduced a system where users can rate their customer support live. This means you can have your say straight away if you are not impressed with the level of service that you have received. An extremely handy tool to have and makes customer's feel like their opinion is extremely valued indeed. As you can see, Shopify has a huge amount of customer support available to it's clients.
Whether you want to talk to an expert on the phone, via email or live chat: you can find someone 24/7 meaning your business is never on it's own. Not only do Shopify supply a huge amount of customer support for the platform, they also provide more - Shopify provide all the foundations to help your business succeed.
If you are looking for an e-commerce platform with an extremely comprehensive source of information, we could not recommend it more.
Speak To Our Eastside Co Shopify Experts
For further information about Shopify Support and how to access their customer services, please reach out to us. We’re Shopify experts so we can help guide you through the right steps and help you resolve any issues with your online store. Please feel free to email at info@eastsideco.com or call us on +44 (0)20 7856 0270.
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