Stories, playbooks, and product updates
How Shopify merchants are shipping smarter support with IllumiChat.
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.
Live Chat App for Shopify: Setup, Automation, and Growth
Learn how to choose, install, and optimize a live chat app for Shopify. Actionable steps for AI automation, escalation flows, and measuring support ROI.
Latest posts
What Is First Contact Resolution: Boost CX in 2026
Learn what is first contact resolution (FCR), how to measure it, and why it's a key metric for ecommerce. Get actionable strategies to improve your FCR rate.
Escalating an Issue: Your Playbook for Customer Support
Learn when and how to master escalating an issue in customer support. Our step-by-step playbook covers triage, matrices, AI handoffs, and metrics.
Optimize Shopify Store Customer Support for Growth
Build & scale your Shopify store customer support. Master AI automation, workflows, & key metrics (CSAT, FRT) to drive revenue in 2026.
Ecommerce Customer Service Automation: A Shopify Guide 2026
Learn to use ecommerce customer service automation to reduce tickets and scale your Shopify store. This guide covers workflows, KPIs, and AI best practices.
How to Reduce Customer Support Costs: Boost Efficiency
Learn how to reduce customer support costs. Audit expenses, implement AI self-service, & track ROI to scale support effectively.
How to Improve First Contact Resolution: A Practical Plan
Learn how to improve first contact resolution with a step-by-step plan for ecommerce teams. Diagnose issues, set KPIs, train agents with AI, and measure impact.