You might be scratching your head about what I mean by “agents.” Don’t worry—I’ll clarify! But first, let’s talk about why I’m even conducting this research.

The eCommerce industry is on a serious growth trajectory.

Revenue is projected to see an annual growth rate of 9.49% from 2024 to 2029, reaching a whopping $6,478 billion in market volume, with 3.6 billion users by 2029 (source).

And fashion alone?

It’s expected to jump from $770 billion to around $1,200 billion—a 55% increase (source).

This shift is going to bring a surge of traffic to Shopify stores.

More traffic means more customers, and that means more demand for customer support.

The Two Big Challenges This Brings:

1. Higher Costs: You’ll need more customer support agents on board to manage the influx.
2. More Time Spent: Ensuring high-quality support will get tougher as demand grows.