Case Study: Shopify scales merchant support and boosts team collaboration with Front

Shopify builds an excellent customer experience using Front

Shopify, the ecommerce platform supporting over 600,000 active stores, found its Merchant Success Management team overwhelmed as Shopify Plus scaled: Gmail inboxes piled up, transparency was limited, and managers needed a way to collaboratively handle high-touch accounts. Shopify implemented Front’s shared inbox and automation platform—using nearly 700 shared inboxes, routing rules, canned responses, comments, and custom plugins—to create a scalable, transparent communication process.

Using Front, more than 400 Shopify teammates now handle millions of merchant messages with faster, more collaborative workflows: replies per conversation have fallen by more than 10% month over month, around 400 comments replace long email threads each month, and 23% of shared vacation inbox emails are answered in under an hour. Front’s custom plugins (including a Plus Account Center and enhanced HubSpot CRM integration) brought account context into the inbox, improved response times and accountability, and are being rolled out to other teams across Shopify.

Shopify

Samar Mirza

Business Operations Coordinator