Improving Customer Support with The Shopify Happiness Report

Improving Customer Support with The Shopify Happiness Report

We've always received lots of love from our users for having fantastic customer support. In an effort to continuously improve, we're launching the Shopify Happiness Report. This report will make our customer feedback (our report card, if you will) available for everyone to see. This gives you, our users, the power to both reward and reprimand us for our support services, and allows us to improve with each and every customer interaction. 

How does it work?
Every time you receive an email response from a member of our customer support team, you'll be asked to rate that experience by clicking on one of three emoticons: a smiley face (positive experience), a flat-line face (average experience) or a frowny face (unpleasant experience). 

Improving Customer Support with The Shopify Happiness Report

The last 100 ratings will then be on display for everyone to see at our Shopify Happiness Report.


How it helps you:
We're launching the Shopify Happiness Report to improve our support service. By being completely transparent about our customer satisfaction we are continuously held accountable for our level of service. The Shopify Happiness Report gives customers the power to let everyone in the world know exactly how we are doing, and we're going to work our butts off until we see A LOT of smiling faces :-)

(This awesome app was developed by our friends at 37Signals. It was developed as a way for their customers to quickly gauge the quality of every customer service interaction. Here at Shopify, we heard about their "Smiley App" and asked if we could use it. Luckily, they said yes! If you haven't heard of 37Signals yet you should definitely check them out. Along with this smiley app, they've created tons of awesome software we use every day at the Shopify office.) 

Topics:

7 comments

  • Justin
    Justin
    June 01 2011, 04:46PM

    So the question everyone is wondering is when/if this will be available for other sites?

    It looks like they are using nicreply’s api.

    I think there would definitely be some interest in this if it was offered publicly!

    (If you are reading this 37signals I am definitely interested!)

  • chris kluis
    chris kluis
    June 01 2011, 04:59PM

    @Justin – took the words out of my mouth

  • @Shopify Mark Hayes
    Mark Hayes
    June 01 2011, 05:53PM

    Justin & Chris: Thanks for posting… and to answer your question: I have no clue!

    Right now, it’s just the two of us (37Signals and Shopify) that are using it. Feel free to shoot them an email to see what they say: http://37signals.com/contact
  • ali
    ali
    June 01 2011, 08:40PM

    This is a clone written in PHP for anyone to use:

    https://github.com/well/well-smiley

  • iamkeir
    iamkeir
    June 02 2011, 06:36AM

    I love it, I really do but… it could do with recognising when you’ve left a response already for a previous email in a support thread. Otherwise you feel compelled to respond even to one-liner emails!

    I guess an alternative, it may be best to include the feedback links in the initial email and the final ‘resolution’ email as these are the times when I imagine you will have generated an opinion on the matter.

    Can Shopify staff decide whether the feedback request is included in the footer or not?

    Either way, I like smiley faces – and you guys make me click them ;)

  • @Shopify Mark Hayes
    Mark Hayes
    June 02 2011, 05:08PM

    iamkeir: Thanks so much for your comment and I’m so glad Shopify makes you click the smiley faces! :-)

    It seems your question might require some further discussion, feel free to shoot me an e-mail: mark.hayes@shopify.com

  • Jason Lander
    Jason Lander
    September 16 2011, 05:49PM

    This is a great concept. We’ve expanded on it and released it as a product. Much more to come. Check it out: http://www.teamhively.com

Leave a comment ...

Start your free 14-day trial of Shopify