Case Study: Shopify achieves scalable, faster support and higher CSAT with Zendesk

Shopify rolls out Zendesk to create more upsell and cross-sell opportunities

Shopify, the fast‑growing Canadian e‑commerce platform, raced from about 20,000 to over 300,000 merchants in a few years and was handling roughly 170,000 monthly support conversations. Its legacy tool (Assistly/Desk.com) suffered from latency, poor reporting and forced agents to open multiple tickets, which slowed onboarding and merchant support during the company’s hypergrowth.

Shopify switched to Zendesk Support and saw immediate gains—agents were productive within a day and gained fast, flexible tooling and near real‑time data. By leveraging Zendesk’s apps and APIs (including Twilio for voice, plus Salesforce, Gainsight and survey integrations), support became a centralized hub that handled both sales and service, enabled inside sales to coach for upsells, and scaled from ~30–40 users to 600+ companywide. The change improved visibility, merchant experience and CSAT focus while helping reduce churn and surface upsell opportunities.

Shopify

Chris Wilson

Director of Technical Support