Inbox
The question is
in a DM somewhere
Support that lives across email, DMs and comments gets lost. When the message arrives next to the order it's about, answering takes a minute instead of an afternoon.
Message beside order
You can see what they bought while you're replying.
One place to check
Not four apps and a notification you already dismissed.
On your phone too
The iOS app carries the same inbox.
Open my store
The inbox and customer CRM are included from the Starter plan up.