Guides, product updates, and research from the team building the future of AI-powered customer support.
Response times that took hours now take seconds. We analysed 18 million emails to find out exactly how AI support is changing what customers expect — and how stores should respond.
Marta Kowalska
February 18, 2026 · 8 min read
Before AI answers your emails, you can prevent many of them from arriving in the first place. From proactive shipping notifications to better product pages — here's what works.
Zofia Dąbrowska
February 12, 2026 · 6 min read
71% of online shoppers spend more when addressed in their native language. Here's how to scale customer support across 12+ languages without scaling your team.
Nikola Pérez
February 5, 2026 · 10 min read
1,200 emails in a single day. One of our customers handled them all without a single SLA breach. Here's their playbook — and how Retenza made it possible.
Aleksander Nowak
January 28, 2026 · 7 min read
Every Retenza response gets a 0–100% confidence score. Understand exactly what drives it, what happens when it's low, and how to tune it for your store.
Tomasz Wiśniewski
January 20, 2026 · 5 min read
Customer satisfaction scores are the most direct proxy for support quality. Learn how to measure CSAT, what a good score looks like, and the three levers that move the needle.
Zofia Dąbrowska
January 14, 2026 · 9 min read
One email per week — tips, guides, and product news for Shopify support teams.