Stories, playbooks, and product updates
How Shopify merchants are shipping smarter support with IllumiChat.
Chatbot Human Handoff: When and How to Escalate
Learn chatbot human handoff for ecommerce: which signals escalate, how to keep order context, and which SLOs prove the transfer worked.
Customer Service Policies That Actually Work
Learn how to write customer service policies that boost retention, meet GDPR and EU AI Act rules, and scale with AI tools like IllumiChat on Shopify.
SLA for Tickets: How to Set and Measure Support Goals
Master SLA for tickets with channel-specific targets, priority tiers, and AI-era metrics. Learn how ecommerce teams set realistic response and resolution goals.
Latest posts
Contact Center Representative: Role, Skills and AI Impact
Learn what a contact center representative does, which KPIs they are measured on, the skills they need and how AI is reshaping the role in 2026.
Customer Service Messaging: Channels, Tone and Automation
Customer service messaging guide for ecommerce teams: choose channels, set response targets, balance AI automation with live handoff, and track the KPIs.
Shopify AI Chatbot Guide: How It Works and What to Check
Learn what a Shopify AI chatbot does, how it connects to store data, its rate limits, handoff rules and privacy controls before you install one.
CSAT Customer Satisfaction: How to Measure and Improve It
CSAT customer satisfaction explained: calculate the score, avoid misleading results, write survey questions and raise it with practical fixes.
App for Ecommerce: How to Choose the Right Shopify App
Find the best app for ecommerce on Shopify: compare categories, vetting criteria, pricing models, data security and where AI support apps fit.
How to Build a Shopify Product Data Feed Step by Step
Learn how to build, format and sync a Shopify product data feed, with field mappings, common errors, automation tips and how feeds power AI support.