Support & Self-Service — Build vs. Buy
12 capability decisions in Support & Self-Service, each scored across the 12-dimension TCC framework for a mid-market Shopify reference scenario.
BUILD× 4BUY× 6DEPENDS× 2
Should You Build or Buy an AI Support Agent on Shopify?
DEPENDSAn AI support agent is the rare capability where WAIT deserves a seat at the table: buy for speed, build for verified answers.
Support & Self-Service
Should You Build or Buy an FAQ Help Center on Shopify?
BUILDAn FAQ help center favors building: server-rendered answers on your own domain compound as search and AI citations, while hosted KBs trap the content.
Support & Self-Service
All Capability Domains
AI & Automation (10)Analytics & Attribution (15)B2B & Wholesale (16)Bundles & Kits (7)Checkout & Conversion (14)Content & Storefront (19)Discounts & Promotions (8)ERP, Accounting & Integrations (11)Email, SMS & Push (15)Gift Cards & Store Credit (6)International & Localization (14)Inventory & Operations (9)Loyalty, Referrals & Retention (10)Platform & Architecture (6)Product Data, Catalog & Merch Ops (14)Returns & Exchanges (8)Reviews & UGC (17)Search & Discovery (14)Shipping, Delivery & Fulfillment (20)Subscriptions & Memberships (14)Support & Self-Service (12)Trust, Legal & Compliance (17)Upsell, Cross-sell & Personalization (18)Wishlist & Registry (6)