Support, Shopify, and shipping.
Field notes on building Convot and helping Shopify app teams win merchants, protect revenue, and earn 5-star reviews.
SaaS Customer Support: A Practical Guide for Lean Teams
What makes SaaS customer support different, the channels that matter, how to build the function from solo founder to team, the metrics to track, and how support drives retention and revenue.
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StrategyWhy support is a revenue function for Shopify app teams
For a Shopify app, support isn't a cost center. It's where retention, reviews, and revenue are won or lost. Here's the case for treating it that way.
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MigrationMigrating from Crisp to Convot: a step-by-step guide
Switching support tools sounds painful. It isn't. Here's exactly how to move from Crisp to Convot, your contacts, conversations, and articles, in a single afternoon.
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Self-serveHow to Reduce Support Tickets: A Ticket Deflection Playbook
The cheapest support ticket is the one that never reaches you. A practical ticket deflection playbook to cut support volume with a help center, status page, roadmap, and AI, without hurting customers.
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AIAI support quality grading: scoring every conversation
You can't improve support you don't measure. Here's how automatic AI grading scores every conversation, so you find the weak spots without reading every thread.
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ComparisonThe best Intercom alternatives for SaaS support teams (2026)
Intercom's per-seat pricing plus Fin's ~$0.99/resolution adds up fast. Here are the best Intercom alternatives for SaaS support teams in 2026.
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ComparisonThe best Zendesk alternatives for small support teams (2026)
Zendesk is powerful but built for large orgs. Here's an honest comparison of the best Zendesk alternatives for small SaaS support teams in 2026.
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ComparisonThe best help desk software for small teams (2026)
Most help desk software roundups are built for enterprises. An honest guide to the best help desk software for small SaaS and software support teams in 2026.
- Comparison
Crisp vs Intercom for Shopify app developers: which to pick
Crisp and Intercom are both solid chat tools. But if you build Shopify apps, the right choice depends on price, depth, and one thing neither of them does.
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GuideWhat is an AI support agent? (And how to keep it from hallucinating)
An AI support agent can resolve customer questions automatically, but hallucination is the top reason teams distrust AI customer support. Here's how grounding and abstain logic make the difference.
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PricingZendesk pricing explained (2026): what you'll actually pay
Zendesk pricing is per-seat, tiered, and add-on-heavy. Here's how the cost structure works, and what to compare it against when evaluating alternatives.
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SchedulingBook onboarding calls without leaving your support chat
A pasted scheduling link kills momentum. Here's how to turn a support conversation into a booked call inside the widget, and when a call beats a ticket chain.
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AICatch frustrated merchants before they leave a 1-star review
A one-star review usually starts as a frustrated support thread you didn't notice in time. Here's how to spot rising frustration and step in while it's still fixable.
- Migration
Mantle Is Winding Down: How to Move Your Revenue Dashboard Before Aug 14
Mantle's non-billing services end August 14, 2026. A calm, practical migration guide for Shopify app teams: what actually needs to move, what rebuilds itself from the Shopify Partner API, and how to sequence it before the deadline.
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OnboardingShopify app onboarding: turning installs into paying merchants
Most churn happens in the first two weeks, before a merchant ever pays. Here's how to design onboarding and support that turns installs into active, paying merchants.
- Self-serve
Why your Shopify app needs a status page
When your app goes down, merchants flood your inbox. A status page turns a support fire into a calm, public update. Here's how to run one for a Shopify app.
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Self-serveRunning a public roadmap your merchants vote on
A public roadmap turns feature requests into retention. Here's how to run one for your Shopify app without it becoming a graveyard of ignored ideas.
- Self-serve
Building a help center for your Shopify app
A help center is the cheapest support you'll ever run. Here's how to structure one for a Shopify app, what to write first, and how to keep it deflecting tickets.
- Live chat
How to Add Live Chat to Your Shopify App (the Right Way)
A practical guide to adding live chat to a Shopify app: where to put the widget, why it beats email, what to automate, how to identify merchants securely, and how to keep response times low.
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Churn & retentionWhat to do when a merchant uninstalls your Shopify app
An uninstall is not the end of the conversation. Here's how to run a win-back, figure out the real reason, and turn churn into a feedback loop that fixes your product.
- Revenue
Reading your Shopify Partner revenue: MRR, ARR, and LTV explained
MRR, ARR, ARPU, LTV: the numbers behind a Shopify app business, what each one actually means, and how to read them from the Partner API without a spreadsheet.
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AIMeet Cove AI: a support agent that answers from your docs, not its imagination
Cove AI answers your merchants grounded only in your own knowledge, cites its sources, and escalates when it isn't sure. Here's how it works, and why a grounded agent beats a generic chatbot for Shopify apps.
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Churn & retentionHow to Reduce Customer Churn: A Retention Playbook
A practical playbook to reduce customer churn: how to measure it, spot at-risk customers early with health scores, save the ones worth saving, recover failed payments, and grow net revenue retention.
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MetricsCustomer Support Metrics & KPIs: The Ones That Actually Matter
A practical guide to customer support metrics and KPIs: how to calculate each, what good looks like, and which few actually predict retention, reviews, and revenue.
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ProductWhy we built Convot for Shopify app developers
Shopify apps live and die by their App Store rating, and that rating is won or lost in support. Here's why we built a chat platform specifically for app teams.
- Live chat
How to support Shopify app merchants in any language
Shopify merchants are global, but most app teams only support English. Here's how to offer multilingual customer support without hiring a multilingual team.
- Comparison
The best Crisp alternatives for Shopify app teams (2026)
Outgrowing Crisp? Here's an honest comparison of the best Crisp alternatives for Shopify app developers, Intercom, Tidio, Chatwoot, and Convot, and how to choose.
- Reviews
How to Get More 5-Star Reviews for Your Shopify App
Your Shopify App Store rating drives installs, ranking, and trust. A practical playbook for earning more 5-star reviews, with the timing, the ask, and why support is the lever that moves it.