Case Study: WizardPins achieves 50x faster response times and seamless Shopify integration with Front

WizardPins performs customer service magic with Shopify and Front

WizardPins, a Shopify store that makes custom pins, keychains and other merch, faced growing pains as Gmail could no longer handle multiple company addresses, leading to siloed information, slow responses and a fragmented customer experience. To scale fast-turnaround custom orders and keep quotes moving, WizardPins adopted Front’s shared inbox with its Shopify integration to centralize communication and surface order data directly in agents’ inboxes.

Using Front across the support team—plus canned responses and the Shopify integration—WizardPins cut first response times from competitors’ typical 24–48 hours to about 15–30 minutes (noted as responding “50x faster”), can run 30 customer updates/projects in parallel, and uses Front’s analytics to monitor SLA performance. Front also reduced manual work and stress for the team, improved efficiency in invoicing and order handling, and gave WizardPins measurable certainty around response times and process improvements.

WizardPins

Joe Vella

Head of Sales