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
Best AI Agents and Tools for Shopify Stores in 2026
AI agents are becoming useful in multiple industries, including e-commerce. In this guide, we'll share the best AI agents that Shopify stores can use to scale up without raising costs.
How to Handle WISMO Support Tickets Effectively (Guide for Shopify Stores)
WISMO stands for the "Where Is My Order" customer tickets in e-commerce. They're common, and can take a lot of agent time during order spikes. In this guide, we'll share the best practices to handle WISMO tickets for Shopify stores.
B2B Customer Service: How to Do It Right in 2026?
B2B customer service is much different than B2C customer service. That's why, in this guide, we'll explore the core of it, why good B2B support is important, and how to do it right.
Chatbot vs. Conversational AI: What’s the Difference?
Every conversational AI can be a chatbot, but not every chatbot can be conversational AI. In this guide, learn how the differences between chatbots and conversational AI impact customer support.
Customer Service in E-commerce: How to Strengthen Customer Loyalty?
In e-commerce, customer loyalty is the heart of the business. It's how you can retain customers for the long run. Find out the key techniques to strengthen your brand's loyalty.
Chatbot vs. Live Chat: Which One is Best for Your Business in 2026?
In customer support, the terms 'chatbot' and 'live chat' are often used interchangeably. However, they are completely different with different use cases and advantages. If you're trying to choose which one's best for you, read this in-depth guide.