Frequently Asked Questions.

For Tier 1 Support

• 24/7 first-line email or email and chat support in English.
• Training, quality assurance, and team management.
• Creation of support documentation for your apps, if needed.
• A dashboard with valuable metrics about the customer service provided.
• You will be assigned a team of at least five agents plus a Team Lead. 

For Tier 2 Support

• 24/5 (plus some hours of coverage during the weekend) second-line email support in English.
• Training, quality assurance, and team management.
• Creation of support documentation for your apps, if needed.
• A dashboard with valuable metrics about the customer service provided.
• You will be assigned a team of at least three agents plus a Team Lead. 

We have a tiered pricing structure where we charge proportional to the work done. Pricing for Tier 1 support starts at $ 1,999 USD and for Tier 2 support at $ 3,999 USD. This amount increases depending on the number of conversations we reply to on a monthly basis. 

We do not count conversations closed without a response, and each conversation is billed once, the moment we reply to it. For example, if a conversation starts in March, and we are still replying to the merchant in April, that conversation will only be billed once, in March.

Once we sign the contract, we will go through the following stages:

1. Inception: We request access to your HelpDesk system, start reading previous conversations, get to know the app(s), start building training material, and prepare some questions for you related to Internal procedures.
2. Onboarding: The time we will take training your team in your app(s).
3. Ongoing work: We go live and start replying to tickets.

The Inception and Onboarding phases may take around 3 to 6 weeks. We are committed to our values of integrity, excellence, and being customer-centric, and we will take all the time necessary to accomplish the results you need.

Depending on the complexity of your apps, we can start gradually by first giving support to some apps and, over time, integrating support for the rest.
The important thing is to ensure top-notch customer support, so we will invest the necessary time to learn and prepare documentation and training for all your apps.

Every support agent is trained in four aspects:

• Customer support: Best practices, etiquette, and tips to provide the best customer experience.
• Shopify training: Focused on learning how Shopify works with theoretical and practical exercises using a Shopify development store.
• Company training: Focused on our company mission, vision, values, policies, and procedures.
• Product-specific training: Centered on your apps, their functionality, and previous support examples.

No, we take care of getting to know your app(s) and creating training for the team. We might ask some questions about product knowledge and procedures, but that’s about it.

We have teams of shared agents. This means each team can have different clients. We love this approach! We believe you'll love it too. By working with different apps, our agents continuously enhance their understanding of Shopify, enabling them to provide even better support to your apps. It just makes everything easier.

We love inbox zero, so we don't like to have cases waiting for too long.

Our agents reply to tickets in order of arrival. We have not seen response times or quality being affected so far. If the workload or number of cases increases, we'll hire more agents.

Though we don't promise response times, our median response time is about one hour for Tier 1. Of course, there will be times when the queue will increase, but our agents will do their best to offer quality and timely replies.

They know quality over quantity is the way to go and assign only a few clients per team.

You can cancel our services at any time with 15 days of notice—no strings attached.

We've partnered with over 15 Shopify app developers in the last three years, offering both Tier 1 and Tier 2 support for their apps.

Supporting numerous apps has helped us understand the ins and outs of the Shopify ecosystem. We know what it means to be a Shopify Partner and how to provide outstanding support to all Shopify merchants out there. That's what makes us stand out from the other outsourced options.

Our support team has made a real difference for app developers and their merchants, as seen in glowing reviews on the Shopify App Store. We'd love to bring the same positive impact to your business!

The Support Heroes is based in Spain, but most of our team members are located in Colombia and The Philippines to ensure 24/7 coverage.

We work with the helpdesk you use. We will request that you create users for us.

We have experience working with HelpScout, Intercom, Zendesk, Groove, Crisp, and others.

The Support Heroes was built around the core idea of creating a simple 24/7 support solution for Shopify App developers. We have built our teams, schedules, and business model around that premise.

Considering we work with teams that are structured to work 24/7, we can’t offer support during specific time zones with our current arrangement. It will make the workload uneven among team members, and we would have to train everyone, even if they only provide support for a couple of hours, with little time to practice and improve.

We strongly suggest you give it a try to have 24/7 support and take advantage of all its benefits. We offer a competitive pricing structure compared to what it would cost you to build a support team on your own, and if you already have an in-house team, our team can work together with yours.

Our heroes can definitely work together with your in-house team and adapt to any procedures you want us to follow. In fact, many of our clients have an in-house team, and we work together with them to enhance the support operation. It’s a perfect match!