Support ops, AI agents, and Shopify playbooks

Metrics & cost for Shopify brands

Cost per ticket, FRT, CSAT, deflection and the numbers that tell you if support is working.

45 guides · page 4 of 4

Customer Effort Score on Shopify Support
If they pasted the order number three times, you already failed CES.
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What Is a Good CSAT for Ecommerce Support?
Split CSAT by ticket type. Carriers will drag a blended score you cannot manage.
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Ticket Deflection Rate on Shopify
Deflection is vanity if they email 10 minutes later. Count resolved, not contained.
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Average Handle Time on Shopify Tickets
Pair AHT with reopen rate or you reward the fast wrong answer.
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How to Calculate Customer Support ROI for Your Shopify Store
Most support teams are cost centers by default. Here is how to reframe, measure, and prove that great support drives revenue.
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First Contact Resolution for Ecommerce
FCR dies when email two asks for a photo you could have requested in email one.
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Shopify Support Cost Per Order
Divide support spend by orders when you want a number finance believes. Tickets hide deflection.
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Ecommerce Cost Per Ticket
Cost per ticket is (people + software + refunds you treat as ops) ÷ tickets. Here is what belongs in the numerator.
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First Response Time: Why It's Ecommerce's Most Important Support Metric
Every hour of delay after a customer contacts support increases churn probability. Here is what the data says and how to actually hit sub-one-hour FRT.
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