Freshservice at Shopify: From IT to infinity (and beyond) - ERP Spain.com - España y América Latina

- When Shopify launched Freshservice for internal support in 2018, non-IT teams were hesitant to onboard their internal support processes. - Ticketing systems were perceived as rigid and the antithesis of the high care experience teams wanted to present when providing support to internal customers. - In this session, we'll chat about some of the strategies Shopify used to alleviate concerns and onboard non-IT teams to the Freshservice instance in a way that generated actionable data without sacrificing customer service.