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, whatever was at stake.
Revenue beside every conversation
Now every conversation shows which app it came from and that merchant's plan and MRR, 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 answers the accounts with the most at stake first, instead of strictly first-come-first-served.
Every app, one inbox
Appointo and the other apps all land in the same inbox, labeled by app, so one team covers the whole portfolio.
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.
One support desk for every app you run. Free under $1k MRR, one-click Crisp import.