How to Get Help with your Shopify Store

Shopify Staff
Shopify Staff
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Entrepreneurs often tell us, one of their favourite things about Shopify is the support we can offer for their businesses. Rather than struggling to build and manage your store alone, you can reach out to us so that we can help you troubleshoot, teach you how to build your menus, point you in the right direction with your marketing plan and much more.

 

What methods of support do we offer and what is each option best for? Here is a run-down:

 

Shopify Community Forums

 

Since you’re reading this post, it looks like you found our forums already. The forums are great because you can source advice from the community of Shopify Staff, developers, Shopify Partners and fellow entrepreneurs, rather than just getting help from one person.

 

Best used for: General Shopify chat, requesting feedback on your store, asking for app suggestions, marketing advice, asking technical questions or asking for coding advice.

 

Not so great for: Anything that would require us to access your store to answer your questions or troubleshoot. We can only give general advice on forums, although we can certainly look at your website to provide feedback if you provide the URL.

 

Shopify Webinars

 

The webinars are the perfect option if you’re a visual person and like to see how things work, rather than simply being told or reading instructions. If you sign up for the live version, you’ll have the opportunity to ask questions. If the times don’t work for you, there is also a recorded version.

 

Best used for: Watching someone set up a Shopify store to give you a better idea of how to build your own, an introduction to Shopify POS where you can learn how to set up your POS app and hardware, learning what’s new on Shopify, getting started with Oberlo (dropshipping), or getting started with Kit, our virtual marketing assistant.

 

Not so great for: Situations where you need a lot of tailored support for your own business or help troubleshooting.

 

Shopify Academy

 

I LOVE Shopify Academy! It’s a fantastic resource. You can sign up for courses which are completely free to help you learn the ropes as an entrepreneur. We launch new courses and one-off workshops on a regular basis. If you’re a visual person, you can watch the video’s but we also have transcripts for each course.

 

Best used for: Educating yourself on business and entrepreneurship. These are our current courses:

 

  • Getting Started with Shopify
  • Build a Print-on-Demand Empire
  • How to Start a Dropshipping Business
  • Grow Your Business with Instagram
  • Facebook Ads for Beginners: Retention and Loyalty
  • Advanced Facebook Ads: Customer Acquisition
  • Ecommerce Email Marketing 101
  • Google Ads for Ecommerce
  • How To Design Your Online Store (with Zero Design Experience)
  • Product Photography For Ecommerce
  • SEO Training for Beginners
  • Turn Your Hobby into a Business

You can also access recordings of previous workshops as well as sign up for future workshops.

 

Not so great for: Just like the webinars, it’s best to reach out to us directly if you need tailored help or there’s a problem that needs to be solved.

 

Shopify Blog

 

One of the best marketing resources out there. You'll also find Shopify product updates, inspiring store owner stories and business help. 

 

Best for: Finding inspirational ways to drive traffic to your store. Make sure you subscribe!

 

Not so great for: When you're pushed for time. It's such an amazing resource, it's easy to start reading one post and fall down a blog post rabbit hole. 

 

Shopify Masters Podcast

 

Entertainment heaven for entrepreneurs. Learn how other business owners have overcome obstacles to find success with their stores. 

 

Best for: Finding new business or marketing ideas while washing the dishes or commuting to work. You can listen on iTunes, Soundcloud or Google Play.

 

Not so great for: Days when you have a huge to-do list. You won't want to stop listening. 

 

Twitter

 

Follow Shopify Support on Twitter for tips on how to make the most of your business. Send us a Tweet or DM us if you’d like one on one support.

 

Best for: We can provide support for most things if you send us a DM. We’re always happy to chat about your business.

 

Not so great for: Coding advice. If you’re looking to learn your own coding, the forums are best for that. If you’re using a Shopify designed theme (the free ones), it’s still a good idea to reach out to us because we may be able to refer you to our Theme Support, depending on the scenario.

 

Facebook

 

Like our page for inspirational videos and blog posts to help with your entrepreneurial journey. We’re happy to respond when you comment on our posts and you can send us a Private Message for personal help with your store.

 

Best for: Like Twitter, we can help with most things if you send us a PM. We’ll happily give general advice publicly.

 

Not so great for: Same as Twitter, our gurus are rock stars at business coaching but we’re not developers (although I admit, the salary would be nice……). If you’d like to learn to edit your own code, head to our forums or even better, sign up for Code Academy.

 

Instagram

 

Follow us for business inspiration:

 

 

Best for: Inspiring quotes and awesome videos of entrepreneur stories.

 

Not so great for: Support for your own store. If you comment on our posts, we’ll be happy to reply but due to the way IG is built, we can’t send you clickable links like we can on other platforms and our guru team don’t have access to the DM’s. If you like to receive support via Social Media, Facebook and Twitter are much better options, it’s easier for us to help you there.

 

YouTube

 

Just like Shopify Academy and our Webinars, the Shopify YouTube channel is a great source of education for your business.

 

Best for: How-to videos, entrepreneur stories and inspiration.

 

Not so great for: Personal support for your business. It’s better to reach out to us directly for that.

 

Help Centre

 

An easy-to-navigate instruction manual.

 

Best for: Finding instructional guides on how to do pretty much ANYTHING with your store. Learn how to set up your domain, build your menus and links, edit your theme, manage your billing and much, much more. A lot of our guides now contain videos for our visual learners.

 

Not so great for: When you’re feeling frustrated already. Although the Help Centre is a fantastic resource on how to build and manage your store, sometimes you just need to talk to a person who is happy to teach you or at least point you directly to the correct guide to save you a search.

 

Phone Support

 

Sometimes it’s best to get one on one support from a real person.

 

Best for: Having a personal conversation to have all of your questions answered regarding your business. Our gurus can also send follow up emails with extra resources when needed.

 

Not so great for: Requesting a lot of written information you can refer back to, sometimes it’s hard to remember things you discussed verbally. At certain times of the year, our phone lines may also be busy so it’s not always the best option when you’re in a rush. When you reach our support page, you’ll see an alert to let you know which channel currently has the fastest response time:

 

 

Online Chat

 

As well as phones, we have live support via online chat.

 

Best for: Times when you have a lot of questions and you’d like to be able to read over the answers again at a later date to jog your memory. You will automatically be sent a transcript of the chat by email. If you think of another question, you can reply to the email and it will go straight to the inbox of the guru you were chatting with. It’s also convenient for the guru to send you links and screenshots during the chat, something we can’t do over the phone.

 

Not so great for: Anyone who isn’t so comfortable typing or just prefers a verbal conversation.

 

Email

 

If you’re not in a rush for a response, email can be a good option for you.

 

Best for: Non-urgent help with your store or business. Make sure you use the same email address you use to log into your store to allow us to authenticate you and we will respond as quickly as we can.

 

Not so great for: Any time you need immediate help. In that case, it’s better to reach us using phone, online chat, Twitter DM or Facebook PM.


Whichever method you choose, make sure you get the help you need. In a lot of cases, entrepreneurs have been struggling for a while on their own, trying to figure things out by the time they reach out to us. We love our jobs, we’re passionate about entrepreneurship and we want you to succeed. Please talk to us, so that we can help.

 

If you’d like to ask a question on our forums, please start a new thread in the relevant category.

Aria | Social Care @ Shopify
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