Shopify Investor Day Presentation Deck
S
Operating Excellence
DATA SOURCES
Al Help Center
Interactions
95K+
weekly
Live Agent
Tickets
80K+
weekly
FUTURE
Sales Transcripts
Customer
Success Insights
All Commercial
Surfaces
XD
Nov 19, 2023 - Nov 25, 2023
Merchart Tenure
stue Number
Level One
Level 1&2
0
HC Assistant Issues
AA
Advorauss
PSN: Voice of Customer Explorer
One Store Sta
Plan Name
Se Setings and P
Merchant Paying Status.
Keyword Search (Lower Case, Taxonomy + Issue Description
Comains fr
Taxonomy Varsins 2223-DT
Level Two
sque Count
109,353
49
Od San Pa
Pay G
Session Count
98,427
Pyxa
Papra.
Note:
Prior to September 28th, 2023. All sues within a Session converted to Ticketare attbuted to Advisor Issues, and to HC Assistant Issues if not converted From
September 28th, 2003, only Issues that involved an Advisor is attributed to Advisor issues any issue that ONLY incked a Bot is attributed to HC Assistant Issues
-Bot to Advisor Contact Rate Number of bours Escalated by Butto Adviser/Number of swues Invoved Bot is only a lacke efter September 28th, 2025
Data dates back 10 August 1st, 2023 for Advisor issue and September 10th, 2023 for HC Assistant baue. For the current defaut Taxonomy Version (2023-09-13)
Dota dates back to September 15th
-Sessions refer to Hep Cemer Assistant Session which a iniciated when a Recuester interact with the Help Center Ass star on Shopify Help Center
-Issues for specific questions or problems raised by the Requesters, these ba.es are then class Ted by Support Taxonomy HC Assistant Issues and fasues hand ed
by 3ct without Advisor movement. Adsor issues are issues involved Advisors, regardless of whether the issue was first discussed with the Boc or Acker
For data prior to Oct 22nd, 2023 Classificat on currently only applied to 10% HC ans stare Sensors and 10% Chat Interactions As a resut, Issue Count, Ticket Count,
Session Count, and Ticket Cost are multiplied by 10 for data prior to that das for estimation and analysis purposes
Please ab de by Shoulty's Data Privacy Principles
PAYNE
FAcest Setting
A
Definitions
PA...
P
GMV 365 Rolling Bard
Country Name
Level Three
Bot to Advisor Contact Rate
23.81%
4-24.55
Fran
Susantara.
Skaty x
Groppeditation
SNL.
pan
Product
Pro Pro
Cla
Feedback Form
#help-psn-voc-explorer
Merchant Journey Segm...
Autentication Status
Level Four
PUSA
Ondo
ChecoutExeece
Cedur
Peto Po
POR D
POSMAN FOS ..
POS D
Inariday
Bus
*Al help center interactions and live agent tickets based on 8-week average from October 1 to November 25, 2023
Product Gaps
and Concerns
Trends in
Adoption
Merchants at risk
Launch
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