Hero Software runs support for four Shopify apps from one Productlane workspace. Each app has its own help center, synced from GitHub, and the Productlane Agent answers merchants from it before the team sees the ticket.
Four apps, one small team
Hero Software builds focused apps for the Shopify checkout. Together they serve about 5,000 merchants, and most of their questions repeat across a handful of topics: setup, plans, and edge cases in the checkout.
“We have tested many different support tools, and the quality of the Productlane Agent’s responses was by far the best. I now have around 80 to 90% less work.”
The team behind them is small. Hero tried several support tools with AI built in, and each time merchants asked for a real person after the first reply.
Answers merchants accept
On Productlane, every app has its own portal and help center, and the articles sync from GitHub. The help center describes each app as it ships today, and the Productlane Agent answers from the articles of the app the merchant wrote about.
Robin says merchants now rarely ask for a person, because the first answer usually solves the problem.
The workflow today
The agent answers first. When a ticket needs the team, the AI drafts the reply, and Robin sends about nine in ten drafts as written. Help center updates arrive as proposals, and he accepts them in one step.
Handing the agent more of the loop
Hero is about to give the agent more of the job. Help center updates come first. Robin already accepts every proposal the agent writes, so the agent will publish them itself, checked against the code in GitHub.
Then the loop closes. When a fix ships in Linear, the agent writes to every merchant who reported the problem, in chat and by email, from the app they use. A merchant who wrote to AddressHero hears back from AddressHero, the moment the fix is live.
“Our merchants trust the first answer now. They get what they need and go back to running their store.”