The State of
Shopify Customer Service
An analysis of 515K stores reveals the support crisis costing merchants billions
What changed in 12 months
Comparing November 2023 to November 2024
The edge: Only 11.5% of stores deliver great customer experience. Be one of them.
Where CX breaks down
Over half of stores still make customers wait in email purgatory
The CX Maturity Ladder
Where does your store fall? Only 11.5% reached CX Leader status in 2025.
CX Leaders
Top 11.5% from 13.8%- AI-first support (<5 min response)
- Live chat + email unified
- Self-building knowledge base
- Support as profit center
Incomplete Stack
23.3% of stores- Help desk installed, manual responses
- 4-12 hour response time
- Still losing revenue to slow support
- No revenue attribution
No CX Tooling
65.2% of stores from 63.7%- No dedicated support infrastructure
- 12-24+ hour response time
- $218K/year left on table
- Paying full Response Time Tax
89% of Shopify stores are stuck at Level 0-1. The opportunity is massive.
Success leaves clues
The best stores invest more in customer experience
The Response Time Tax
Conversion rate change based on response speed
Every year you wait, you lose more to competitors who move faster
How the top 11.5% treat customers
They turn every interaction into loyalty, repeat purchases, and referrals
Response Time
Support Channels
Coverage
Revenue Impact
Voice of Customer
Pre-sale Questions
Join the Top 11.5%
Garrio customers don't just improve—they join the elite tier of Shopify stores.
“94% of Shopify stores leave money on the table.
Garrio customers are in the 6% that don't.”
Market landscape
CX tool adoption across 515K stores
What great CX delivers
Stores that prioritize customer experience see dramatically better outcomes
Your customers deserve better
Every customer question is a chance to build loyalty. Every fast response earns a repeat buyer. Every great interaction becomes a referral.
Stop losing customers to poor experience.
Definitions: “Support tools adoption” refers to stores with detectable customer service software (live chat, helpdesk, or ticketing systems). We use this as a proxy for CX investment, as merchants who install dedicated support infrastructure demonstrate commitment to customer experience beyond basic email.
Methodology: Data from HTTP Archive (November 2024) analyzing 482,156 Shopify stores via Wappalyzer technology detection. Response time benchmarks from HubSpot State of Service 2024. Conversion impact data from Harvard Business Review and Forrester.