Moving to Shopify or... not!

[Halfuncial]

Are Shopify aware that its pre sales help is complete rubbish?  I am trying to move off of my current platform (Ecwid, Square, HTML) and onto something more integrated.  I read everything I could find on the web site and tried the Shopify help "assistant" but it kept throwing the same pre-packaged sentences at me.  I tried a human being on the chat but they gave me the exact same pre-packaged sentences!

I had explained the setup I have and my requirements and asked for some indication of what package(s) i needed and what hardware.  Also the cost of that suggested setup.  All I received were answers telling me to go identify the package I needed.  The human also suggested that I go build the site and add all of my products and then come back to ask about pricing.  Is anyone that naive?!

I had thought that a support email request might work but I have heard nothing.  So I'm off to find a solution that has a help avenue that actually work but it does beg the question...  Does Shopify have any idea that their presales help it actively loosing sales?

[DaisyVo]

Hi @Halfuncial 

I've carefully read your message, and I totally get your frustration. It's incredibly annoying when you're trying to make a big decision like moving your e-commerce platform, and the support you need just isn't there. It sounds like you've had a really disappointing experience with Shopify's pre-sales support, and I can definitely see why you're considering other options. Let's break down what I understand from your situation and how I’d approach it.

The Core Issue: Lack of Personalized Pre-Sales Support

You're looking for guidance on choosing the right Shopify plan and hardware for your specific needs, but instead, you're getting generic responses and being told to figure it out yourself. This is a major problem. In my view, pre-sales support should be about helping potential customers like you understand how the platform can solve their unique challenges, not just throwing standard answers at them.

Why This Matters (and Why Shopify Should Care)

You're absolutely right to point out that this kind of poor support actively loses sales. Think about it: you're ready to invest in a new platform, you've done your research, and you're reaching out for clarification. When you're met with unhelpful responses, it makes you question whether the company will be supportive after you've given them your money. I believe that first impressions are crucial, and if a company can't get pre-sales support right, it makes me wonder about their overall customer service.

What You Were Looking For (and What You Deserved)

What you needed was a personalized consultation. Someone who would listen to your current setup (Ecwid, Square, HTML), understand your requirements (number of products, expected traffic, specific features you need), and then recommend the appropriate Shopify plan and hardware. A clear breakdown of the costs involved would be essential, too. It's not realistic to expect someone to build an entire site just to get a pricing estimate!

What You Can Do Now (and What Shopify Could Do)

Since you're already looking at alternatives, I'd suggest exploring other e-commerce platforms that are known for their helpful pre-sales support. Look for companies that offer personalized demos or consultations. Read reviews specifically mentioning their customer service.

As for Shopify, they need to seriously revamp their pre-sales support. They should train their staff to provide personalized assistance, not just regurgitate canned responses. They could also consider offering more resources, like detailed case studies or webinars, that address specific business needs. I think it's vital for them to understand that good pre-sales support isn't just a nice-to-have, it's a must-have for converting potential customers.

If you need any other assistance, I am willing to help.

Best regards,

Daisy.