SHOP AGENT
80% of support tickets resolved by AI. CSAT jumped from 3.2 to 4.7.
A $3M/year home goods brand had a 3-person support team handling 800+ monthly tickets — 80% of which were repetitive queries about orders, returns, and products. We deployed an AI support agent trained on their catalog, return policy, and Shopify data. Most customers now get their answer in 2 minutes.
E-Commerce Support Is a $1.35/Ticket Problem — and It's Getting Worse
Customer support is the second-largest cost center for e-commerce brands after marketing. Industry benchmarks show the average support interaction costs $1.35 to resolve when handled by a human agent — and that number rises with ticket volume. The real problem: 80% of e-commerce support tickets are repetitive queries that require no human judgment. They are pure information retrieval — a machine problem, not a people problem.
A 3-Person Team Drowning in "Where's My Order?"
The brand was growing fast — 40% YoY — but support headcount wasn't scaling with it. The team of three was averaging 800+ tickets/month, with an 8-hour average first response time. Reviews mentioned slow support. The brand was spending $150,000/year on a support function where 80% of the work was mechanical.
800+ Monthly Tickets, 80% Repetitive
"Where's my order?" (40%), "How do I return this?" (25%), and "What are the dimensions of X?" (20%) consumed the entire team. Only 15% of tickets required actual human judgment.
8-Hour Average Response Time
Tickets queued overnight and on weekends. The first response time averaged 8 hours — well above the 1-hour threshold where customer satisfaction drops sharply.
CSAT at 3.2/5
Slow responses and inconsistent answers were driving negative reviews. The brand's Trustpilot score was dragging down conversion on its own product pages.
$150K Annual Support Cost
Three full-time support staff plus tools and management overhead. For a $3M brand, this was 5% of revenue going to mechanical ticket resolution.
An AI Agent That Knows Every SKU, Every Policy, Every Order
We built an AI support agent trained on the brand's complete product catalog, return and refund policy, shipping guidelines, and FAQ library — with a live Shopify integration for real-time order data. The agent handles all tier-1 tickets autonomously. Complex cases are escalated to the human team with full context pre-loaded, reducing resolution time even for escalated tickets.
Live Shopify Order Integration
The agent queries Shopify in real-time. Customers get exact order status, tracking information, and estimated delivery — no human lookup required. Works for any order, any time.
Automated Return Processing
Return requests are handled end-to-end: eligibility check, return label generation via EasyPost, and Shopify refund initiation — all without human intervention for standard cases.
Product Knowledge Base
Every SKU, dimension, material, care instruction, and compatibility note is indexed. Customers asking "does the oak shelf fit a 65-inch TV?" get an accurate answer in seconds.
Intelligent Human Escalation
When a ticket requires human judgment (damaged goods, fraud suspicion, out-of-policy exceptions), the agent escalates with full conversation context pre-loaded. The human agent starts informed, not from scratch.
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