Support load during peak, and the content that reduces it
Peak does not bring new questions, it brings the same five at ten times the volume. Every one of them can be answered in October, on the page where it gets asked.
CATEGORY
Operations posts
Everything we have written on operations, 32 posts, newest first.
32 posts on operations
CategoryOperations
Support volume as a product signal
Every ticket is a customer paying you in their own time to report a defect. Most stores treat that as a cost to reduce rather than the cheapest research they will ever get.
The Black Friday runbook
A readiness checklist is what you do in October. A runbook is what someone opens at 2am with a phone in one hand and no time to think.
The free store audit: what a senior engineer actually looks at
Most free audits are a crawler’s output with a logo on it. This covers what can genuinely be established from the outside, what cannot, and how to tell the difference.
The pre-peak code freeze, and what it should cover
A freeze that stops everything gets broken by the first urgent request and then means nothing. Freeze the things that cannot be undone from the admin, and leave the rest open.
The staging strategy for a store that never stops trading
Shopify has no staging environment and is not going to grow one. What it has is enough, if you know which of the four available environments each kind of change belongs in.
What to do in the last week before Black Friday
Nothing you build in the last week will beat anything you rehearse in it. The work is proving the discounts, the rollback and the rota, and saying no to everything else.
Planning a Shopify roadmap you can actually deliver
Most ecommerce roadmaps are a list of things somebody wanted. This is how to build one that survives contact with a trading year.
NEXT STEP
Free store audit
A senior Shopify engineer reviews your storefront, theme performance and checkout, then sends a prioritized list of fixes.
