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Our
Services

At The Support Heroes, our mission is to make the lives of Shopify app developers easier by providing top-quality support 24/7.

We offer Tier 1 and Tier 2 support teams for your Shopify Apps, introducing a pay-as-you-go model with no strings attached; you can cancel anytime.

Choose what works for you

Tier 1 support will be your direct point of contact. We'll reply to tickets via email and chat, create documentation for your app(s) when needed, and take care of team management, training, and quality control.

Tier 2 support can manage and troubleshooting advance issues that fall outside the scope of T1 support, particularly by the use of HTML, CSS, Javascript and Liquid.

Pay for the work done

Our pricing is activity-based and tiered. You pay a monthly fee based on the number of conversations handled by each tier.

Affordable entry-level pricing

For a fraction of what it would cost you to maintain an in-house support team, you get a crew of Shopify-savvy agents who know your app and understand your business.

Note: Tier 1 and Tier 2 are priced separately. You can choose Tier 1, Tier 2, or Tier 1 and Tier 2.


Tier 1 Teams

Will be able to:

  • Provide personalized responses about your app(s) and assist in installation and setup.
  • Follow established procedures for refunds, trial extensions, discounts, etc.
  • Help merchants resolve issues of varying difficulty.
  • Reach out to other support teams if required.
  • Create help articles for your ever-expanding knowledge base.
  • Test new features of your app(s) and keep you updated on merchant's feedback.
  • In short, we will build long-lasting relationships with customers on your behalf and will manage your queue 24 hours a day.


Tier 2 Teams

Will be able to:

  • Deal with any requests within the scope of the apps that require knowledge in CSS, HTML, JS, and Liquid.
  • Address anything that Tier 1 can’t handle and requires more time and technical expertise.
  • Help with installation and advanced setup.
  • Lastly, we can offer a fresh perspective, and help you come up with new solutions to old problems.

Our Process is Simple

Following initial contact and once you're ready to work together, we will set a starting date and sign the contract. Then, we will go through the following stages:

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Inception

We’ll introduce you to your Team Lead and request access to your helpdesk system. Our team will test the app(s), check out the FAQs, and study previous conversations. We'll also ask you to share your input as we create the internal procedures and training material for the team.

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Onboarding

This is the time your team starts with training. There will be a transition period where we will monitor all replies and give extra support to your agents to comply with the service level expected.

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Ongoing work

We go live and start taking cases! But the process is not finished. We will continuously improve our service, provide weekly feedback to the support agents, develop workshops, create internal and external documentation, etc.