Garrio
Inaugural Shopify Support IndexArchive

The State of

Shopify Support

The inaugural benchmark for Shopify support performance

457K
Stores Analyzed
1st
Annual Index
$3.4B
At Stake
View 2026 Report (Latest)
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$0B
Lost to slow support in 2024
Every hour customers wait costs you conversion

The Response Time Tax

Every hour customers wait, you lose conversion

Under 5 min
+21%
Under 1 hour
+12%
1-4 hours
+4%
4-24 hours
0%
Over 24 hours
-8%
For a $600K/year store
$198K
Left on the table each year
Step 1: Learn from Winners

Success leaves clues

The best stores invest more in customer experience

Top 100K
Elite stores
857 stores analyzed
32%
Top 1M
High performers
29,030 stores analyzed
26.2%
Top 10M
Growing stores
283,996 stores analyzed
14.5%
Top 50M+
Mid-market
142,983 stores analyzed
9.6%
Top stores invest 5x more in customer experience
They know every customer interaction is a chance to build loyalty
Step 2: See Where You Are

Where CX breaks down

Over half of stores relied solely on email in 2024

No CX Tooling63.7%
Incomplete Stack22.6%
CX Leaders13.8%
63.7% of stores had no CX tooling — they were paying the full Response Time Tax
Step 3: Know the Path

The CX Maturity Ladder

Where does your store fall? Only 13.8% reached CX Leader status in 2024.

2

CX Leaders

Top 13.8%
  • AI-first support (<5 min response)
  • Live chat + email unified
  • Self-building knowledge base
  • Support as profit center
1

Incomplete Stack

22.6% of stores
  • Help desk installed, manual responses
  • 4-12 hour response time
  • Still losing revenue to slow support
  • No revenue attribution
0

No CX Tooling

63.7% of stores
  • No dedicated support infrastructure
  • 12-24+ hour response time
  • $198K/year left on table
  • Paying full Response Time Tax
Find Your Level →Calculate Your Tax →
Step 4: See What Good Looks Like

What the top 13.8% did

They turn every interaction into loyalty, repeat purchases, and referrals

Response Time

16+ hours waiting
Under 5 minutes

Support Channels

Email inbox chaos
Unified dashboard

Coverage

Business hours only
24/7 managed support

Revenue Impact

Support as cost center
Support drives sales

Voice of Customer

Feedback lost in threads
Insights & reviews captured

Pre-sale Questions

Lost opportunities
Converted to orders
Garrio Customers

Join the Top 13.8%

Garrio customers don't just improve—they join the elite tier of Shopify stores.

Metric
Bottom 95%
Top 5% (Garrio)
Response Time
12+ hours
<5 minutes
AI Coverage
0%
80%+
Revenue Attribution
None
Full tracking
Knowledge Base
Manual (out of date)
Automated (always fresh)
CX Maturity
Level 0-1
Level 2 (CX Leaders)

“95% of Shopify stores leave money on the table.

Garrio customers are in the 5% that don't.”

What fast support delivered

What merchants with modern support achieved in 2024

58%
Instant Resolution
Questions answered in seconds
+14%
Higher AOV
From pre-sale guidance
2.1x
Repeat Buyers
Great CX drives loyalty

2024 Market Landscape

CX tool adoption across 457K stores

Klaviyo110,241
Shopify Chat86,336
Shopify Product Reviews79,567
MailChimp75,830
Judge.me41,079
WhatsApp Business Chat27,264

See what changed in 2025 & 2026

The market evolved. CX tool adoption continues to grow. Customer expectations rose. See the year-over-year changes.

View 2026 Report (Latest)Join the Top 5% →

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 2023) analyzing 457K Shopify stores via Wappalyzer technology detection. Response time benchmarks from HubSpot State of Service 2023. Conversion impact data from Harvard Business Review and Forrester.