What we learn running customer support for e-commerce brands — which tickets repeat, what they cost to answer by hand, and which parts of the job are worth handing to a machine.
Written as we go.
Longer references we keep up to date.
The five tickets that fill a Shopify inbox, the stack that handles them, and where the line between AI and a human actually falls.
Read guide →What support really costs once you count your own hours, how to write the playbook, and what to change at each order volume.
Read guide →Order-status questions are 40–60% of e-commerce support volume. Proactive shipping updates plus live order lookup close most of them.
Read guide →Seven tactics, each with the ticket reduction you can expect — starting with the ones that stop tickets being created at all.
Read guide →Copy-paste replies for delayed deliveries, returns, damaged items, and complaints. Swap the bracketed fields and send.
Read guide →First response time, CSAT, FCR, resolution time, cost per ticket, and customer effort — with benchmarks by store size.
Read guide →Everything above is what our AI agents already do on live stores — order-status answers, cart recovery, and cover at 3am. From $99/mo.
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