Per Nandini Jammi on Twitter — her source is violating their NDA:
https://twitter.com/nandoodles/status/1681694042256449536
Shopify is slowly firing customer support teams across English-speaking markets and replacing them with chatbots. This will result in longer wait times during the transition.
Speaking personally, I find dealing with robots in customer support much more difficult than dealing with actual human beings.
In my opinion, this will lead to a significantly worse customer experience and takes SHOP off my watchlist. Customers, in my opinion, may seek support elsewhere. I don't know how competitive Shopify's market is but this strikes me as a very bad decision when scaling their network up.
What are your thoughts?
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