QA 1 Jul
Scenario 01
2.1 Interaction drivers were fully addressed
A requester chats in, frustrated that any changes they keep making to products (in terms of stock availability, description, photos, and even being added and removed to the store) keep reverting. Our agent confirms by checking on a new theme and by observing changes in the admin that this is likely due to an app they have installed.As the requester is using a third party product management app that contains the information the products keep reverting to, it is easy to narrow down the cause with some basic troubleshooting. The agent lets them know that the app is the cause, and how to disable it. As they still want to use some features of this app but cannot seem to stop the products reverting, they are advised to reach out to the app developers as it is out of scope for us to help further.
2.1 No - Driver(s) not resolved
In this interaction we exhausted the steps we can take on the Shopify side to resolve this, so the requester does indeed have to work with the app developers for the best solution. However, warm handoffs are considered a necessary process, and need to be offered once we have identified the need. If that is the best next step and not offered or completed, the driver is not considred resolved.
Scenario 06
2.5 Tailoring the Solution(s) - Explored alternative options
True or False?
During the chat, the requester mentions they have 2 stores, and they want to cancel both. We provide them with the steps on how to close the store, and they are able to successfully close one store, however they mention they are not able to close the other. We then authenticate the second store and realize that there is a pending $29 USD invoice. We proceed to explain that they have to pay the invoice in order to close the store.
TRUE
Based on the Definitions: "When appropriate, a more favorable option is explored in addition to the one brought forward by the requester." We could also have explained that we can close this store on their behalf, using the flow on this Guru card How to Close/Cancel a Merchant's Store on their behalf
Scenario 01
2.1 Interaction drivers were fully addressed
A requester chats in asking how to fix a Facebook error. During the chat, the requester mentions (in passing conversation) that they are unsure how to set up the Google Channel. We help them solve the Facebook error, then the merchant ends the chat after saying thanks. We do not engage in helping them with Google.
2.1 No - Some, but not all drivers resolved
While the initial driver was the reason for the requester reaching out, a secondary driver was discovered during the interaction. The requester had mentioned that they were unsure how to set up the Google Channel, this would be a secondary driver, and as such, would also need to be resolved.
Scenario 06
6.2 Provided accurate information
A pre-authenticated requester reaches out to us via email and informs us that their store has been frozen due to an outstanding bill. The requester is on a monthly billing cycle and lets us know that they do not want to use the store going forward and would like to close it. We offer to close the store on their behalf and follow through with it. After the store has been closed by us, we inform the merchant that they can re-open their store within 30 days of the date of their last bill without being charged, in case they change their mind.
FALSE
We would grade this as “No - opportunity for improvement, because the bill that originally caused the store to become frozen would be older than 30 days. Reactivation of a store without a charge would only apply to closed stores within the same billing cycle(as per this card:https://app.getguru.com/card/ecx55Bdc/Charges-Upon-Reactivation-double-chargescharges-do-not-match-subscription-price-when-reactivating-frozen-and-cancelled-stores) In this case, the requester would have to pay to reactivate their store
Scenario 01
2.1 Interaction drivers were fully addressed
A requester reaches out to Support via Live Chat to discuss why Shipping Rates are not showing up at checkout with carrier rates. Through the interaction, we bring up Carrier Calculated Shipping but the Chat goes stale without the agent applying Carrier Calculated Shipping to the requester's store or being acknowledged by the requester. In our internal notes, the agent states that a follow-up is required but was not sent - however, there is a note saying it is being handled by another Agent on a different ticket.
2.1 No - Driver(s) not resolved
Based on the current definition for 2.1, "No - driver(s) not resolved" states that "whenever the requester becomes unresponsive or disconnects before confirming that they have received or understood the solution provided, and no follow-up is sent". There currently is not a note saying that we can omit sending a follow-up even if the driver/ticket is being handled by another agent. In this interaction, as the requester did not acknowledge the solution and no follow-up is sent - it fits into the description for "No - driver(s) not resolved".
Scenario 02
2.1 Interaction drivers were fully addressed
During a chat about a missing parcel (related to an order on a requester's store), our agent confirms that the requester needs to reach out to UPS. The requester acknowledges this, but then asks "why?". The agent then explains that Shopify do not handle the shipping of orders, and that UPS support will be best equipped to help locate the pacakage, since they were sending it. Our requester does not reply to this, but instead steps away from the chat. Our agent then ends the stale chat, and does not send a follow up email (they solve out the ticket) - because they already told the merchant to reach out to UPS, and the merchant acknowledged that.
2.1 No - Driver(s) not resolved
As the requester did not reply to the resolution that we provided and stepped away from the chat, a follow-up is required as they had not confirmed they received and understood the solution, and no follow-up email was sent. This is as per the definition for No - Driver(s) not resolved: "This also includes whenever the requester becomes unresponsive or disconnects before confirming they have received and understood the solution provided, and no follow-up email is sent."
Scenario 07
2.3 Tailoring the Solution(s) - Provided understanding by exchanging context
True or False?
A preauthenticated merchant contacts us as they are unable to access their store because they have forgotten their password and would like to deactivate. We provide the steps for the requester to click on ‘forgot password’ while logging in. The requester lets us know that they have exceeded password attempts and we get their approval to deactivate the account. Once deactivated we let the requester know it has been completed and they no longer have access to their store. The requester responds that they were wanting to continue with the store until the date they would be charged again and didn’t actually want it closed today.
FALSE
We would grade this as a ‘no- opportunity for improvement’ because we had the opportunity to gather this information and provide context around the outcome of us deactivating the account for the requester before completing.
Scenario 02
2.1 Interaction drivers were fully addressed
In an email interaction, the requester asks for help to grow their print-on-demand store: "Please help me grow my store". We don't ask the requester for more context on the driver, and send steps to complete the store set up, gateways, policies, favicon and an article on how to attract more clients to their store.
2.1 No - Driver(s) not resolved
The Admin set up guide is available and includes most of the information we are sending the requester. Gathering more context about the driver from the requester would ensure we approach it in the correct way and avoid further contacts. We have no guarantee that the solution provided is tailored to the requester's needs. In these scenarios we recommend the use of If/then sentences as mentioned on this Guru Card (https://app.getguru.com/card/i6kKGM4T/Email-Best-Practices-with-Examples).
Scenario 07
2.2 Tailoring the Solution(s) - Used effective means of explanation to create an effortless experience
True or False?
A requester reaches out via email and is looking for help to set up a Shipping Profile for one specific product. The Support Advisor mentions that it will be easier to send them a video instead of giving written steps. So they record a very detailed video which shows step-by-step how a Shipping Profile can be created for specific products. They share the video with the requester, who replied and thanked us for the help.
FALSE
As per Style Guide Support Interactions (https://vault.shopify.io/pages/10010-Style-Guide-Support-Interactions), we always want to include written steps in addition to visual resources. In the definitions it also mentions: The means to appropriately and fully explain the resolution are included. These means can include resources, screenshots, steps/explanation, links, referenced resources/information, etc. based on the interaction, channel, and requester. We can add written steps and/or share a link to our public Help Centre Resource (https://help.shopify.com/en/manual/shipping/setting-up-and-managing-your-shipping/shipping-profiles).
Scenario 02
2.1 Interaction drivers were fully addressed
The requester contacts us to ask if there is a report that will let them see when each product has been added all at once. We look into our resources and realize that the requester can see when the product is added in the activity log but not in the report section. Then, we provide some third party apps that offer advanced reporting features and let them know that we will submit feedback to our developers. However, we don’t submit the merchant frustration as a macro or there is no link to the merchant frustration app.
2.1 Yes - Driver(s) resolved
Since an alternative solution to resolve the driver has been provided and Merchant Frustration is not a direct solution to resolve the driver itself, the driver is resolved but we can highlight opportunity in 1.5 Merchant Frustration completed.
Scenario 03
5.1 Merchant Success - Discovered relevant success opportunity through proactive, tailored context gathering
A requester calls in about their online checkout. They believe that the checkout isn't working because they aren't getting any sales since they opened 3 days ago. The agent asks the requester if they've received complaints from customers that their check is not working and the requester says "No, but we're running ads since we opened the store and no sales have come through so we think the checkout is having issues." The agent proceeds to do some troubleshooting with the requester to make sure the checkout is online and asks for guidance from the technical team in Slack. The results are that the checkout is working as expected with no issues. The agent then sees that the store has had 20 visitors to the store since it opened and 0% conversion. They let the requester know that the checkout appears to be working as normal and that they need to run more ads and improve their conversion rate. They send a follow up email with a Shopify blog posts that outlines 50 ways to improve conversions.
No - Opportunity for improvement
We have not explored the context in full. While we pulled some metrics from analytics, we missed asking more to investigate the core issue of why the metrics are low. The issue is the traffic not conversions. The merchant is running ads and the quality of those ads could be contributing to the low traffic, we can ask more about the ads being run and how they are running them (i.e. on Facebook's Business manager or shopify marketing tab, etc). We should be looking at the store's products and other details to make sure that we're pin pointing the right opportunity to tackle in Merchant Success.
Scenario 08
3.5 Tailored Communications - The interaction flowed and stayed on track without delays between responses
True or False?
During a 45 minute chat with a merchant on the Basic plan, our agent responds to our merchant regularly, always within a 3 minute period. There is however just one spot, where there is 4 minutes between our agents messages.
TRUE
If there is just x1 spot where the agent missed the 3 minute mark, perhaps we can reward good behaviour, we look at this outcome through the lens of "did it negatively impact the experience of the requester?" and in this instance have a single spot where it's 4 minutes instead of 3 throughout a 45 minute chat is not one of those instances.
Scenario 03
5.1 Merchant Success - Discovered relevant success opportunity through proactive, tailored context gathering
During a mid-length chat, we notice the requester does not have an About Us page. We say they should have one, because About Us pages help with brand awareness and trust. This is the only Merchant Success we attempt, and all the requester's analytics are sitting in a positive range.
No - Opportunity for improvement
5.1 requires that context is gathered to help us "understand the needs of the business". If we want to be suggesting an About Us page for 5.2 because of trust and brand awareness - We need to have found reasons why this merchant needs to increase brand awareness and trust, within 5.1.
Scenario 08
4.2 Effective use of time - Maintained troubleshooting efficiency throughout
True or False?
We are helping a requester with a complex issue via chat, but they mentioned that they don't have much time to talk to us today. Noticing that we would have to investigate their issue deeper, we offered to continue our support via email, and they accepted it. Since we will have to ask several questions in our follow-up email — as we still need to clarify some aspects of the issue —, we decided not to actively gather context ourselves from the Internal Dash and their admin panel. Based on our questions, the requester may tell us what we need to know, and so, we will have more time to help other people during our shift by ending this chat interaction.
FALSE
We have to actively gather information from the requester, internal dash, admin, Guru Cards, forums, or help docs to avoid backtracking in the troubleshooting process. We also might have missed the opportunity to ask the necessary context questions to the merchant before we ended the chat. They didn't say anything about having to finish the live interaction immediately. We were the ones who offered to shift the conversation to email.
Scenario 03
5.1 Merchant Success - Proactive, tailored context gathering
A requester who launched their store 2 months ago reached out via email. We use the admin to check out their statistics and point out that they had less than 100 visitors within the last 30 days and a conversion rate of 0%. Based on their statistcs we focus on their conversion rate and suggest adding "Product Reviews" to their store.
Yes - Done properly as required
As per definitions for 5.1 "Where a live conversation is not possible, the internal dash, storefront, admin, conversation cues and interaction driver are used to gather context and understand the needs of the business". It will be more benefial for the requester to help them increase their traffic first. However, this can be graded as an opportunity under 5.2 "The solution that is surfaced is not in alignment with the current state of the business".
Scenario 04
5.2 Merchant Success - Identified a tailored solution for the opportunity discovered
During a call, we see there are no Next prompts. We're supporting the requester to activate Carrier Calculated Shipping on their annual professional plan, and we notice they're new to the Shopify platform and selected a plan 2 months ago. Through context-gathering, we understand that they're not making the sales they had hoped. Together with the requester, we explore the abandoned carts and discover that many customers leave during the checkout process. We go on to suggest activating the Shop app.
No - Opportunity for improvement
In order to activate selling on the Shop app, the Shopify Payments account must be active for more than 90 days, alongside the other requirements shown here for Shop app - Merchant eligibility inquiries.
Scenario 09
4.2 Effective use of time - Maintained troubleshooting efficiency throughout
True or False?
The requester chats in regarding their Shopify Payments set up. They mention that they are currently out of the country and can’t provide banking routing numbers at the moment. They wanted to know if there is any other way that they can get the payout. Without gathering further context from the requester, we let them know that we will have to escalate this up to our team and our team will reach out to them as soon as possible. While we are submitting escalation, we realize that the requester has a banner that says they will have to upload required documentation for the review. Then, we send a follow up email that they will need to sort this out first to get the payout issue resolved.
TRUE
Since the context is not actively gathered from the requester, admin and Guru card and we extended our support interaction unnecessarily, this needs to be highlighted as No- Opportunity for improvement.
Scenario 04
5.2 Merchant Success - Identified a tailored solution for the opportunity discovered
In an email thread, we reply with a solution to the requester's driver. We check their analytics and realize their traffic is high, but their conversion rate is low. We tell them we noticed that they have a considerable percentage of abandoned carts, and ask them if they have considered offering their customers a percentage discount if they return to the store to complete their purchase. Then, we proceed to explain how implementing this strategy works.
Yes - Done properly as required
The solution discovered will bring value to the requester, as we have used context from their admin. We noticed that we can help them with their conversion rate, and we proactively introduce a strategy that will help them with this, tailoring the solution to their business needs.
Scenario 09
1.1 Internal notes properly completed
True or False?
A requester emails us with an issue, which the agent is able to resolve within their first message. The requester replies thanking us for the help, and the agent leaves a note on the ticket saying "NRN - Merchant saying thank you."
FALSE
As per the definition of 1.1 Internal Notes Properly Completed: "An internal note is considered to be whenever we record interaction details using a template. The internal note field may be used for other purposes, such as noting a related ticket or noting a relevant action that happened outside the ticket. These other use cases should not be scored, though the expectation remains that these are concise, clearly formatted, and use professional, fact-based language."
In this instance no template was used as we were not logging an internal note of our email interaction, if we were, this would have been done after our initial email. We used the internal note field to log a detail of how no reply was needed since the merchant reached out to thank us, and we were closing the ticket since no reply was needed. While there was an acronym used within this internal note, as these are other use cases for internal notes are not graded, we would not grade for the opportunity of the use of the acronym within 1.1 based on the definition.
Scenario 04
5.2 Merchant Success - Identified a tailored solution
In an email thread, we reply with a solution to the requester's driver. The requester has completed their store setup, store is already online, but traffic is very low. We suggest they should focus on increasing the conversion and send a very thorough solution, including all the actions that can help in that sense.
No - Opportunity for improvement
While is great to educate the merchant conversion, the focus should be increasing the traffic, such as setting up Social Media channels and SEO as mentioned in this blog post : https://www.shopify.com/blog/how-to-increase-website-traffic, before thinking about conversion.
Scenario 05
5.3 Merchant Success - Worked with the requester to apply the identified solution
A requester reaches out via chat to inquire about a Shopify Payments related issue. The requester disconnects from chat before we have a chance to reply and no follow up email is sent.
No - Required, but not done
In this scenario a follow up email is required, and according to our definitions, "If Merchant Success is not attempted in a live interaction where a follow-up is graded as “No - Required, but not done” then “No - Required, but not done” is selected for Merchant Success 5.1, 5.2 and 5.3 because there is a missed opportunity to include Merchant Success in the follow-up email."
1.5 Merchant frustration properly completed
During a Shopify wide storefront outage a merchant contacts us to report difficulty accessing their store. We inform them of the outage and direct them to the Shopify Status page so that they can keep up to date on the issue. After the interaction we submit a Merchant Frustraion on the merchants behalf related to their disatisfaction with the outage.
FALSE
Merchant Frustrations are not required for bugs or temporary issues where Shopify’s platform/docs/communications/etc. are not working how we expect. This is outlined in the following Guru card: https://app.getguru.com/card/pcqxRbbc/What-NOT-to-escalate-Merchant-Frustrations
Scenario 05
5.3 Merchant Success - Worked with the requester to apply the identified solution
During a chat interaction, we uncover through context gathering that the requester would like to increase their sales. As we're going through the analytics with them to identify a specific area of focus, the requester mentions that they have to leave because a customer came in and needs assistance. We offer to send a follow up, and email them with detailed context on our findings: they've had over 1000 views over the last 30 days, and a conversion rate of 2.1%, but their returning customer rate is a bit low, at 12%. Since they sell coffee beans, which tend to be a repeat purchase, we recommend they create a subscription plan and/or offer a loyalty program. We share one blog post and one app recommendation for each strategy we highlighted, and provide the steps required to install the apps in the admin.
Yes - Done properly as required
After collaborating with the requester, we provide actionable next steps that are tailored to their business and include all relevant resources.
Scenario 10
3.3 Tailored Communications - Information shared is accessible and inclusive
True or False?
Following on from a chat interaction, the agent sends a follow up email at the merchant's request with further tips around the solution offered, encouraging the merchant to use Facebook Marketing. The email contains comprehensive information covering the solution, with a total of 8 links to resources both on and off platform dedicated to setting up Facebook Marketing. 3 of the links shared contain information that is covered in previous links.
FALSE
While it is great to provide comprehensive information to the requester, it is advisable to share no more than 5 links with a requester in order to ensure that the best and most appropriate information is shared. Sharing more than 5 links is overwhelming for the requester and will impede understanding of the core issue. Please see the Guru Card for Email best practices (https://app.getguru.com/card/czKXAdzi/Writing-an-excellent-followup-email).
Scenario 05
5.3 Merchant Success - Worked with the requester to apply the identified solution
Merchant chats in about adding a collection for their products. Once we have resolved the driver we find out that they don't have the Facebook channel, so we send them this blog post on how to market on Facebook: https://www.shopify.com/blog/facebook-ads. Once we've sent the link, we ask them if there's anything else they need help with.
No - Opportunity for improvement
Although we've shared a link, we've seen that they don't have the channel but haven't shown them how to add it in so they can start their marketing journey. We also missed the opportunity to tailor this by providing context to the links we shared.