Why has live chat customer support become automated?

1 0 1

what has happened to the live chat customer support. it is now all automated and asked you to search through thousands of data like every other store.

so much value lost to save money and has become a frustration.

Replies 5 (5)

Shopify Partner
160 16 37

Hi Rangagrips, 


It's working perfectly like before: 






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Shopify Partner
71 6 35

I don't know about the OP, but that's not what I see anymore. I tried to get support and it sends me to the new AI interface. I tried chatting and the rep was clearly multitasking and taking forever to respond to each question. I want to submit a ticket/message, but there is no option for that anymore.Screenshot 2023-09-26 at 2.28.20 PM.png

Shopify Staff
1921 256 227

Hi @rangagrips,


Thanks for reaching out to the Community. I'd be happy to provide some guidance on how you can connect with our support team, to ensure this gets resolved. 


We appreciate you sharing this feedback regarding the new Help Center. We are always looking for ways to make improvements to the platform and have gone ahead and shared these notes with our developers. 


As for connecting with us, you can follow the steps outlined below if your question was unable to be resolved by the virtual assistant. These steps include:


  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.


Please let me know if there's anything that I may be able to assist with, or if you have any other questions or concerns. 

Blair | Shopify 
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25 0 13

Hi Blair. 

I too have been emailing shopify support for days, 3 support request emails since September 14th. I am a markets pro customer and a shopify plus customer. I can't get any response from shopify for anything. I'm having several issues I need help with on the markets plus process. 


After following your instructions posted above to type in Contact Support in the chat box, the chat box just cranks away forever. It's still trying to figure out what the heck Contact Support means, and I've been watching it do this for over 8 minutes now. 

Seriously there is something very wrong at Shopify Support these days. 

6 0 6

It doesn’t exist. No support whatsoever.