How Sidepanda runs revenue-aware support on Convot
Sidepanda builds Appointo and a handful of other Shopify apps, and runs their day-to-day support on Convot. Full disclosure: Convot started inside this world, so this is a team that genuinely dogfoods it every day.
Every conversation looked the same
Before, a support conversation was just a conversation. A merchant messages, you help, you move on, with no idea whether they're a brand-new free trial or your biggest paying account. So everyone got treated the same, and the ones quietly about to churn slipped through.
Revenue beside every conversation
Now every conversation shows that merchant's plan, MRR, and churn risk right there. It changes how the team triages: when someone worth $400 a month goes quiet or sounds frustrated, they see it and act.
"When a $400/mo account goes quiet or sounds frustrated, we see it and act. We've caught churn we'd have completely missed."
KaranCustomer Success Manager, Sidepanda What changed
Triage by what's at stake
The team protects the revenue that matters first, instead of answering strictly first-come-first-served.
Churn they would have missed
Seeing frustration plus high MRR in real time has caught churn that would otherwise have slipped away silently.
AI on the routine, humans on the rest
The AI handles repetitive questions so the team's time goes to the conversations that genuinely need a person.
Support performance, finally visible
Per-person and team-level numbers show how support is actually doing, not just a pile of closed tickets.
Run your support like Sidepanda.
Revenue-aware support for Shopify app teams. Free under $1k MRR, one-click Crisp import.