#44 - Build A Successful Shopify App - Support process 🚀

Today I had a call with Eyal from Conversion Bear. If you don’t know Conversion Bear, search for it in the Shopify App Store. They have 13 apps. 13! 😱

And I’m struggling with 2 apps.

Eyal and Yonatan, the 2 co-founders, are beasts. You know, the kind of people you want to have on your team. They are incredible.

And this is funny because Conversion Bear owns a similar app to WideBundle. Yet we ended up on a call both talking about what we were building, sharing struggles, etc…

And this is the power of this eco-system ❤️

I didn’t know he would say yes when I asked Eyal for a call. And that’s what most people think before asking for something:

“He will say no, why would he accept?”

“He’s way bigger than me, he will never accept this partnership”

These are “What if” problems. You create your own walls based on what you think. And we hate when people say NO. So we tend to avoid these situations.

But isn't it worth trying if the worst case is getting a NO?

Should you work on “Built for Shopify”?

We are working on Built for Shopify. You know, the new badge for the App Store.

But we’re not actively trying to implement everything. We have it in the roadmap but it’s not urgent.

And if you’re working on it too or worried about not getting it in time. I want you to remember something:

It’s not because you don’t have this badge that your app won’t work. It’s not because you don’t have it that your app will go bankrupt.

Sure, you want to add it because it increases quality but you have to think about WHY you’re doing something.

You don’t want the new badge because it will be cool or because you suddenly want to improve CLS (Cumulative Layout Shift, you know when the whole website moves after it was loaded and it’s pretty annoying).

It’s because you want more users (or because you don’t want fewer users, which is true if you have a good position on the Shopify App Store)

And if the reason is only that, think about it twice. Is it the only way to get more users? Or can you find other ways to get users without worrying too much or relying only on the App Store?

Now I’m not saying you shouldn’t implement all the changes, they are great. I’m just saying you shouldn't be worried or add everything urgently. Because that is FOMO (and it’s not good).

Here are other ways to increase the number of users:

• Add a referral program to your app

• Do Shopify App Partnerships

• Contact Influencers

• Start a blog

• Start a youtube channel

• Post 1 TikTok per day

• Contact and make partnerships with agencies

• etc…

And once you have it in mind, you can start working on Built for Shopify calmly 😌

Almost 15,000 followers on Twitter!

I want to say thank you for that if you’re following me on Twitter. I started a bit more than 1 year ago and I always tried to give as much value as possible.

It can be hard sometimes to think about what I didn’t already say, but I’m trying my best haha.

If you don’t follow me yet you can do it here: https://twitter.com/dsmatie

$41,000 MRR for WideBundle + WideReview!

Here we are! The end of the year was complicated. For a discount app, it’s the end of Black Friday, Christmas, etc, so we lose customers and get fewer installations.

But we started to grow again!

And now we’re at $41,000 MRR and we even reached 3000 users for WideBundle only

How to create support processes for your app

I’m working with Ogi on creating new support processes. They haven’t been updated for months and we hired a new person for customer support. So we had to update them.

We created 2 video tutorials:

• 1 tutorial on how to read the page “support processes”

• 1 tutorial on how to create a new support process

Then we created a page where we store our processes with different types:

• Design processes (processes related to design)

• Problem processes (processes for issues)

• General processes (processes that are not in the other categories)

• Set up processes (processes regarding the setup of the app)

And then for each process, we add tags to find them when we have to reply on support quickly.

And because we had many processes to write, we added 6 per day (3 for Ogi and 3 for me). So at the end of the month, you get 180 processes. It’s easier than spending 5 days creating as many processes as possible. You just make it a habit.

I hope it helps to see how we handle it!

And that’s it for today!

Share this email with someone who might find it helpful!

See you next week,

Mat