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
What is Live Chat: Complete Guide for 2026
Live chat refers to the customer support system when a human agent directly connects with the customer. It includes no chatbot, and thus, it can be inefficient at times. Learn more about how live chat works.
8 Best Customer Service Chatbot Software for 2026
The new standard for customer support is efficient, personalized responses. While it's possible with AI now, there are multiple platforms to choose from, so which one is best for you? Find out in this guide.
How to Use Conversational AI for Customer Service?
Good customer service is all about personalization and consistency. Conversational AI delivers exactly that, ensuring customers have a smooth experience with your support team. Read this guide to know more about how you can enhance your support with it.
21 Customer Service KPIs to Track in 2026
Customer service KPIs are essential to get real data on how successful your customer support efforts really are. Learn about the top 21 KPIs for customer success in 2026.
Customer Focus: How to Make Your Customer Service Better?
Customer focus refers to shifting the focus to solving problems for the customer and not for internal convenience. In simple words, it means considering your customer at every step while making efforts to reduce friction, save time, and add value.