<aside> 📩 I share my journey to $100K MRR with my Shopify Apps every Tuesday in my newsletter. You can subscribe by clicking here

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I know how hard it is to delegate part of your business. I’ve been through it. And for a Shopify App, customer support comes first when you want to delegate something.

I still suggest you do it for a couple of months to understand what people want on your app, and what they need. It will allow you to structure your vision. But at some point, doing everything yourself won’t be sustainable.

I’ve been through the pain of setting up everything to hire a customer support agent. This checklist is here to help you do everything that you need to delegate with peace of mind.

The Checklist

• [ ] Record a video for each section of your app dashboard to teach your team how to use your app
• [ ] Create a helpdesk with articles for each feature (this will also be used by users)
• [ ] Create messages templates for frequently questions asked (add a new template every time a new question is asked)
• [ ] Create a decision tree for problem-solving for each problem faced by a user.
• [ ] Create messages templates for each potential solution to the problems
• [ ] Put all these frequently asked questions and problems in a single place
• [ ] Create a page “Ticket Issues” where your customer support agent will place tickets he can’t solve
• [ ] Record videos for each tool you use when fixing a problem to teach your team how to use it (ex: video to explain how to use the customer support tool). But also videos to explain: How and when to refund a user, how to write an article on the helpdesk, how to resolve a problem or question, how to access a user store
• [ ] Record videos tutorials about important parts of Shopify Stores (ex: how to add a product on Shopify if you have an app for products)
• [ ] Create a process to explain everything that needs to be done when releasing a new feature including: helpdesk article, training video for customer support, message to customer support to let them know
• [ ] Create a process you’ll need to follow everytime you customer support agent face a new problem (to update other processes, add message template, etc)
• [ ] Create a page to explain what your app is about, a description of the customer support agent role, your app core values, the way they have to talk to users, links to every video you created, and to the pages you created for them earlier.

Then for a new hire, give the person your page with everything on it, and tell them to read it