Amelia Crane
Customer Service Lead
1 review written · 4.0 average
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Reviews by Amelia Crane
★★★★★
Leading a five-person customer service team for a Shopify Plus brand, my daily reality is in Shopify Inbox alongside our Gorgias instance. Native Shopify Inbox handles enough volume that it's worth using for simpler questions. Customer order history, payment details, fulfillment status, and lifetime value visible in one place when I take a call has improved my team's first-touch resolution rate measurably. The mobile app is decent enough for after-hours triage. Where I push back: customer-facing support tooling lacks some of the workflow sophistication of dedicated platforms like Gorgias and Zendesk, which is why we have one. Refunds, exchanges, and returns workflows are functional but could be more streamlined. Customer support from Shopify themselves has been hit or miss.
