Zendesk Support: Shopify's one-stop shop for helping customers
In the fall of 2012, Shopify was poised for the kind of hold-onto-your-seat hypergrowth that most startups dream of.
At the time, the Canada-based software company had just been named by Fast Company as one of the ten most innovative retail companies and was onboarding new merchants onto their cloud-based e-commerce platform at a nice clip.
In fact, over the next four years, Shopify grew fast—from 20,000 merchants to more than 300,000. The company, in the meantime, rapidly scaled to keep up with its customer base and has been busy outsizing expectations ever since. Shopify has remained at the industry’s forefront by offering timely integrations with payment providers like Apple Pay and with emerging messaging platforms like Facebook Messenger, and by partnering with Amazon. Yet during that first flood of new business, Shopify quickly realized its teams were struggling to onboard and support new merchants—in large part because the tools in place weren’t equipped for the deluge of new requests.
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