Shopify is next in 37signals' public customer happiness report card movement

shopify.com

26 points·xal··7 comments

Does anyone know if/when it will be open sourced? I'd love to contribute/test it in my product

37signals use ZenDesk for customer support, so I think this hooks into the ZenDesk API somehow.

I thought we might see this as a product in the future, but I'm not sure how it might happen right now.

We created a clone in PHP for anyone to use: https://github.com/well/well-smiley

I'm happy about this, and let me clarify that I love shopify and their product. However, I think they might not be aware of a disconnect in their support offering (which hopefully this would make more obvious). I've had multiple weeks go by without any response to my emails and posts on their forums. (Other times, I've gotten responses in 24 hours, so it's not consistent). I hope it's because they are so successful that their support team is being crushed under the weight of their growth.

All cards on the table, we have struggled a bit under the growth. Yes, first worlds problem, I know. Shopify is a very complex product and in many cases it's our customer's first foray into the world of building a company.

We want the support and guru team to act as a kind of virtual assistant and be with our customers every step of the way. Like any company sometimes we don't get this right and have to change stuff.

- tobi (Founder)

Here's the 37signals one for comparison: http://smiley.37signals.com/

Direct link to Shopify's http://smiley.shopify.com/

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