Case Study: Ugmonk achieves a personal customer touch and streamlined order support with Help Scout

Ugmonk - Customer Case Study

UGMONK started in 2008 when founder Jeff Sheldon turned a t‑shirt hobby into a small design shop; the 4‑person team now ships to customers in 67 countries. As the business grew, Ugmonk’s challenge was to maintain a personal, human customer experience — conventional help desks felt robotic, and relying on email meant agents had to open Shopify separately to answer frequent order questions.

Help Scout provided a help‑desk with a Shopify integration plus tags, private notes, multiple mailboxes and saved replies so order and customer data (lifetime value, average order, recent purchases) appear directly in the conversation pane. By adopting Help Scout, UGMONK preserved its personal touch, sped up order inquiries, improved teammate collaboration, and streamlined support across its growing international customer base.

Ugmonk

Jeff Sheldon

Founder/Designer