E-commerce & DTC

Support volume in e-commerce is dominated by a handful of questions with factual answers already sitting in your systems. That is exactly the work automation is good at.

We connect an agent to the order data rather than to a knowledge base of guesses, so “where is my parcel” gets the real tracking event, not a apology template. Anything about damage, refunds beyond your rules, or an unhappy customer goes to a person.

Before and after

What the week looks like now, and what it looks like once this runs

The short version. Each of these is unpacked further down, next to the automation that removes it.

Costing you money today

“Where is my order?” is most of your support volume.
Abandoned carts are chased with one generic email and then forgotten.
Product data and descriptions are inconsistent across channels.
Returns and exchanges are handled entirely by hand.
Nobody notices a supplier price change until margin has already gone.

Handled without you

Order status, delivery windows and tracking answered instantly on every channel.
Cart and browse recovery that references what they actually looked at.
Product copy and attributes generated and kept consistent across storefronts.
Return and exchange requests triaged, approved within your rules, and labelled.
Supplier invoices read automatically, with margin alerts when costs move.
Review and post-purchase sequences that do not read like spam.

What we would automate

4 automations, and the problem each one takes off the table

Not a menu — this is the order we would actually build them in. Start with the one costing you the most, prove it pays, then add the next. The panels are diagrams of the run, not screenshots: every automation is built inside your own systems.

Do you cover Redwood City, and what would a rewire cost roughly?

We do — you are inside our area. A two-bed rewire usually lands between $4,800 and $6,400 depending on access.

Would Thursday morning suit for a look?

01 Messaging

WhatsApp & SMS Sales Agent

The problem today
"Where is my order?" is most of your support inbox — and every answer is already sitting in your store and your courier's tracking.

Once this is running
An agent wired to the real order and tracking data, answering on chat, WhatsApp, email and social with the actual delivery event rather than an apology template.

How this one works
Inboxlive
- Needs youContract query from Halverson2 min
- Draft readyRe: order #40128 delivery date9 min
- Draft readyRe: availability week of the 14th14 min
- FiledSupplier statement — March21 min
- FiledNewsletter: trade price update38 min
02 Email

Inbox Triage & Reply Drafting

The problem today
Returns and exchanges are worked by hand, one email at a time, in whatever order they happened to arrive.

Once this is running
Requests read and triaged against your policy, approved and labelled automatically inside your rules, with only the genuine exceptions put in front of a person.

How this one works
Documentlive
Invoice no.INV-20418

Date14 Mar

Net1,240.00

Tax248.00

Total1,488.00

PO numberneeds a human
03 Paperwork

Document & Invoice Extraction

The problem today
A supplier raises a price and you find out when the month's margin has already gone.

Once this is running
Supplier invoices read line by line as they arrive, costs matched back to your products, and an alert on the day a price moves — not at month end.

How this one works
Turned up when they said, cleared everything away. Would use again.
Google · 2 days ago

Reply drafted
Thanks Marie — glad the timing worked. We will pass that on to Danny and the crew.

Caught privately
2★ — routed to you before it was posted anywhere.

04 Reputation

Review & Reputation Engine

The problem today
Post-purchase emails go to everyone on the same schedule and read like spam, so the customers who loved the product never say so.

Once this is running
Review and repeat-purchase sequences triggered by what was actually bought and when it actually landed, with anything unhappy routed to a human first.

How this one works