018 - Scaling the Support Engine

In this SDA Briefing, Taylor Page hosts Daniel (Ablestar, Terra) and Sandesh (Stoq) to discuss the challenges and strategies of scaling customer support for Shopify apps. As solo developers and small teams grow, handling the influx of merchant inquiries becomes a major bottleneck. This session covers the inflection points of when to scale support and explores different philosophies on using AI versus human agents. Sandesh breaks down his decision to lean entirely into a 24/7 human support m...