Customer Success
Support & AI
We make sure customers get answers and your team stays focused. Help desk, AI agents, reputation and journey tracking run as one customer success plan, not separate add-ons.
Included in this package
Start with the path that matches what you need first. It is still one plan.
Support Desk Setup
Give every question a clear home and a person to help.
AI Support Agents
Give customers answers sooner, with a person when needed.
Reputation Management
Build trust with honest customer reviews.
Customer Journey Tracking
Follow the path from first question to resolution, with dashboards that show what to fix next.
Give your team the information to answer
When orders, returns, past tickets and account terms sit in different tools, every reply takes longer. Bring them together so your team can answer from one place.
- Service Hub onboarding
- Reviews and reputation
- E-commerce AI agents
- Customer journey tracking
- Move support to HubSpot
The build: pipelines, SLAs, routing, and reporting.
Support is where most of our clients first feel the relief, because it is the function that quietly absorbs every other system being wrong.
Answer routine questions automatically
Many post-purchase questions can be answered from the Shopify order. Automate the routine replies and send other requests to your team with the order, return and account terms attached.
Nothing runs unattended by default. Every automation asks before it acts until you have watched it work, and anything we run can be paused the same day you ask.
Talk to us about support automationThe problem
- 01
“Where is my order? We ask for the number every single time.”
When support and order data are separate, customers are asked for details they already provided.
- 02
“Tickets live in a shared mailbox nobody owns.”
Two people answer the same email, another sits for three days, and there is no record of what was promised to whom.
- 03
“We tried an AI chatbot and it made things worse.”
It answered from a help article instead of the order, so customers repeated themselves to a human anyway and trusted the next reply less.
Watch it answer
This is what a ticket looks like when the order is attached
Across our client work, 65% of support handled without a human. These are the two mechanisms doing it. On the left, the AI drafts a reply from the real order and a person approves it. On the right, the customer-facing AI agent handles the 2am question itself and hands over the one it should not answer.
Hi, my order has not arrived and I need it before Friday. Can you help?
order record · synced from shopify
#4127 · 2 items · UPS · in transit · arrives Thu
ai_draft · written from the order record
Good news: your order is with UPS and on schedule to arrive Thursday, a day before you need it. Here is the live tracking link. If anything changes, we will tell you before you have to ask.
Where is my order?
Your order shipped yesterday with Canada Post and is due Monday. Here is the tracking link. Want me to start a return or an exchange instead?
Actually the box arrived damaged.
Sorry about that. I have opened a damage claim and routed it to the person who handles carrier claims, with your order and this conversation attached. You will hear from them in the morning.
Start with the free assessment
We review your store with read-only access and send written findings on support demand and questions the store could answer. If a small fix is enough, we say so.
We work with the tools your team already uses. And when you adopt something new, we manage the change.
Including Gmail, Shopify, Mailchimp, Zapier, Google Ads, Slack, HubSpot, Klaviyo.
See all integrations
E-Commerce Customer Service Automation case studies
E-Commerce Customer Service Automation FAQs
What is help desk automation?
Help desk automation routes tickets, drafts replies, answers order-status questions from fulfillment data and lets shoppers start returns themselves. Connecting it to your store makes those answers more useful than standard replies alone. Across our client work, 65% of support is handled without a human. Other requests reach the team with the order, history and account terms attached.
What makes e-commerce customer service different?
E-commerce support needs order data: shipment status, products, payment and whether the buyer is wholesale or DTC. Most post-purchase tickets cover the same eight questions, and almost all can be answered from the order. That is why we connect Shopify before adding automation.
Do you work with Zendesk, or only HubSpot?
Both. We build HubSpot Service Hub desks and connect existing Zendesk desks to Shopify orders, customers and fulfillments. Our AI agents run on HubSpot Breeze. Zendesk projects receive the Shopify connection and order context, rather than those agents. If Zendesk already works for your team, we usually start by connecting it to your store.
Will AI agents replace our support team?
No. AI agents handle repeated questions such as order status, delivery windows and returns policies when the answers are supported by your data. Your team handles judgment, exceptions and unhappy customers. We limit the agent’s scope and pass the full conversation to a person when needed.
How long until the team actually uses it?
Implementation takes four to six weeks. We involve the people using the desk, train each role and provide written instructions. Expect regular use over the first two months, with a check-in to fix problems the team encounters.
What if our data is a mess right now?
We address data quality during the audit, before switching on sync. That includes removing duplicates, simplifying properties and deciding what to migrate. Some older records are better archived than cleaned and moved, and we will identify those.
Reduce repetitive support work
Bring a week of tickets or your store URL. We will identify questions your order data could answer and send written findings.