Shopify Plus Customer Support: What You Can Expect as an Enterprise User

Shopify Plus is designed for high-growth, high-volume businesses that require robust eCommerce solutions. One of the key benefits of Shopify Plus Blog is its dedicated customer support, which provides enterprise-level assistance to ensure smooth operations. This article will explore what you can expect as a Shopify Plus user regarding customer support.

1. 24/7 Priority Support

As an enterprise user, you get 24/7 priority support from Shopify’s team. Unlike standard Shopify plans, where users must navigate general support channels, Shopify Plus merchants have faster response times and dedicated account managers.

You can reach support through:

• Live Chat – Immediate help for urgent issues.

• Phone Support – Direct access to a support team.

• Email Support – For less urgent concerns that require detailed responses.

2. Dedicated Merchant Success Manager (MSM)

Every Shopify Plus merchant is assigned a Merchant Success Manager (MSM) who acts as a strategic partner. Your MSM helps with:

• Store setup and onboarding.

• Identifying growth opportunities.

• Advising on integrations, automation, and best practices.

• Connecting you with Shopify Plus Partner Agencies if needed.

This personalized guidance ensures your business gets tailored solutions rather than a one-size-fits-all approach.

3. Launch Engineer for Store Migration & Setup

If you’re migrating from another platform or launching a new store, a Launch Engineer assists with:

• Platform migration.

• API integrations.

• Checkout customizations.

• Technical troubleshooting during launch.

This support is crucial for large businesses that need a seamless transition with minimal downtime.

4. Shopify Plus Academy & Exclusive Resources

Shopify Plus users gain access to:

• Shopify Plus Academy – A library of on-demand courses covering growth strategies, automation, and platform best practices.

• Exclusive Webinars & Events – Opportunities to learn from Shopify experts and industry leaders.

• Slack Community – A private Slack channel for Shopify Plus merchants to network, ask questions, and share insights.

5. Advanced Technical Support & API Assistance

Shopify Plus merchants receive technical support for:

• API issues – Help with custom integrations and third-party apps.

• Script Editor Support – Assistance in customizing the checkout experience.

• Automation with Shopify Flow – Guidance on setting up workflows to streamline operations.

This level of support is invaluable for businesses relying on complex back-end customizations.

6. Access to Shopify Plus Partner Network

Shopify Plus users can connect with certified Shopify Plus Partners, including:

• Developers for advanced customizations.

• Digital marketing agencies.

• Payment and logistics solution providers.

This ecosystem allows businesses to scale efficiently with trusted third-party services.

7. Faster Issue Resolution

Shopify Plus support prioritizes faster resolution times compared to standard plans. Enterprise merchants receive higher priority when submitting tickets, ensuring critical issues are addressed promptly to minimize downtime.

Conclusion

Shopify Plus provides enterprise-grade customer support tailored to high-volume businesses. With 24/7 priority support, dedicated Merchant Success Managers, expert Launch Engineers, and access to exclusive resources, Shopify Plus users can expect personalized assistance, faster response times, and strategic guidance to drive business growth.

If you’re considering Shopify Plus, its premium support is a key reason why many large businesses choose this platform over competitors.