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Insights on AI-powered customer support

Trends, guides and updates. Learn how to scale support without losing the human touch.

Featured Customer Support

What an AI Chatbot Needs to Know About Your Shopify Store to Actually Help

"Training" an AI on your catalog isn't enough. To resolve real customer queries, it needs access to data that changes constantly. Here's what that data looks like.

Gema Monge · Jul 15, 2026 · 3 min

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Customer Support 3 min

What a 24-Hour Support Wait Actually Costs Your Store

It's not just a bad experience. Every hour a customer waits for a support reply is an hour they might change their mind, ask for a refund, or buy from someone else.

Adriana Vallejos · Jul 13, 2026

Customer Support 4 min

The real cost of paying for your store's support per ticket

Many ecommerce support tools charge per resolved conversation. Here's why that model gets more expensive right when your store sells the most.

Adriana Vallejos · Jul 07, 2026

Product Updates 4 min

Per-ticket vs. flat-rate pricing: what's right for a Shopify store

We compare the two most common pricing models in ecommerce support based on the criteria that actually matter to a Shopify store: seasonality, variable volume, and predictability.

Adriana Vallejos · Jul 06, 2026

AI & Automation 4 min

The hidden cost of paying for support per agent: why the per-seat model holds you back

Most support platforms charge per agent. It seems fair: you pay for what you use. But that model has a side effect that almost no one talks about: it turns every new hire into a financial decision, and that ends up limiting how your team grows.

Adriana Vallejos · Jun 25, 2026

AI & Automation 4 min

When Is the Right Time to Implement a Support Chatbot

Implementing a chatbot too late carries a high cost. The key is identifying the right moment and the conditions that determine it.

Adriana Vallejos · Jun 02, 2026

Product Updates 9 min

Helpium AI Workflows in action: handle refunds, track packages, and welcome new visitors

Every support team has the same five conversations on repeat. Helpium Workflows turns them into recipes the AI runs for you. Here is what the shipping presets actually do.

Maximiliano Monge · May 13, 2026

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