CoPilot is a solution for merchants who seek a more hands-on support experience.
Support can sometimes feel transactional. With CoPilot, we give you assistance – from a REAL human! – and ensure you’re making the most of the Wholesale Club app.
This program connects you with an Account Manager who will get to know you and your business and prioritize your questions and challenges. Whether you’re installing Wholesale Club for the first time, or you’ve been using it for a while and just want some advanced expertise, we’ve got your back!
The program spans two weeks and includes two phone calls and priority help over email. It’s a great way to get fast, personalized support from an Account Manager who knows you and your business. There’s also the added bonus of a site audit from one of Orbit’s Merchant Experience experts!
CoPilot is ideal for Shopify merchants who:
Are installing Wholesale Club for the first time and have a clear vision of what they hoping to achieve
Are existing users of Wholesale Club and are looking to work with an Account Manager to optimize their sales
Are using a custom theme in their store or have had developer-implemented customizations
Prefer to have a more guided experience and talk to a real human
Get going with CoPilot today!
What to Expect from CoPilot
Introductory 30-minute call with your Account Manager
This one-on-one meeting is an opportunity to kick start the 2-week program and build a relationship with your account manager. You’ll hear what to expect from us, and you’ll have an opportunity to share more about your business. Make sure you bring your questions to this call so we can make the most of this time; whether you want to talk about installation and set-up, how to boost your sales, or a specific technical question, we’re here to help!
Priority in email queue and escalations
Merchants in CoPilot are our top priority! As you move through the two weeks of special support, your emails will be at the top of the list for any technical assistance required with installation, de-bugging, or customizations. Our team works on tickets in the order they are received, but getting priority access will bump you to the front of the line.
Guaranteed same-day response from our team
As a CoPilot merchant, you’ll be guaranteed a same day response from us within business hours. Our support volume can vary day to day, and sometimes it takes us longer than 24 hours to respond to tickets, especially during our busy season in the fall. With CoPilot, you’re guaranteed a quicker response!
15-minute follow up phone call
If, throughout the two weeks, you want to connect again for a call, we can do that! We’re happy to have a quick follow-up chat and answer any questions live on a call. Sometimes it’s easier to talk through a particular issue, so this follow-up call allows us to do that.
“We have a store with 10k+ products and Wholesale Club makes special/bulk pricing possible for us. The app works brilliantly and if there ever is a problem the WC team are super quick and helpful. We recently changed to a new theme and the team helped us through it. Can’t recommend enough!” – Vicary Plant Spares
“Works really well for what I need to do. Support is beyond helpful. I really appreciate Rob and his team for their fast and accurate work to get the app to work perfectly with my theme!” – Stren-Flex®
“We use Wholesale Club to manage a list of custom wholesale prices, net terms checkout, and create wholesale orders in the Shopify POS app. Support has been great with fast turnaround times and help answering questions about functionality. Migrated from another wholesale app and it was a good decision!” – HEDGE
The CoPilot Team
Jack
Support Specialist
Jack has been a part of the Orbit team since November 2021. In his role, he works to help merchants (like you!) with their Wholesale Club integrations. Outside of work, Jack identifies as an avid bowler and a pro-wrestling enthusiast. In his spare time, you can find him watching basketball or playing music with friends.
Emily
Head of Support
Emily is our Head of Support and has been with Orbit since 2016. She runs the support organization, overseeing the day to day operations and performance of the team. In her spare time, she enjoys going to the movies, visiting thrift stores, and listening to podcasts. She’s also a big fan of the “Bravo universe.”
Rob
Tier 2 Support Specialist
Rob has been part of the Orbit team since 2018. Rob started out on our Tier 1 team, helping merchants first-hand to get the most out of our apps. After a few years honing his skills, Rob moved into our escalated support role, providing fixes and troubleshooting to our merchants. Outside of work, he spends his time working in the garden and walking through the woods with his dogs.