02Our Support Automation Process
From Ticket Audit to Customer Service and Support Automation That Works
You see which tickets can be automated and which should not be before we build.
05Projects We've Built
Ecommerce Projects We Have Built
A selection of Shopify and ecommerce builds shipped for clients, the kind of stores that need support to scale without adding headcount.
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We had a different kind of problem. People were visiting the store, adding products to their carts, and then disappearing before they finished the order. We had tried a few apps and made changes here and there, but nothing really seemed to solve the bigger issue. The team went through the shopping experience with us and pointed out things we hadn't really noticed ourselves. They cleaned up the cart and checkout flow, made the mobile experience much smoother, and helped us make the store feel easier to shop. I’m not going to pretend we fixed everything overnight, but it finally feels like the store is helping the sale instead of getting in the way of it.
Ethan Parker
Founder of Elite Academy
The mobile experience is probably my favourite part of the new site. We had spent a lot of time making sure the desktop version looked right, and the team kept pushing us to think about how everything would actually feel on a phone too. They were right. The navigation is clean, the interactions feel natural, and everything we’ve tested so far works exactly as it should. They also went through the links, forms, integrations, and other details more than once before launch, which I really appreciated. And even after going live, we could still reach out when something came up. The whole process felt friendly, organised, and surprisingly straightforward.
James Whitmore
Head of Marketing of Lumen Outdoor
We had a pretty specific idea of what we wanted our website to become, but I wasn’t sure how easily we could explain all of it to a development team. There were quite a few moving parts, and we were working toward a deadline, so I expected a few things to get lost along the way. That never really happened. They understood what we were trying to achieve, kept us updated throughout the process, and got everything ready within the agreed timeline. The final site feels much easier to navigate, works beautifully on mobile, and is noticeably smoother for our customers. It was a huge relief seeing the original idea actually turn into the website we had in mind.
Michael Bennett
Founder & CEO of Northbridge Consulting
07Work Culture
Why Brands Trust Us With Support Automation
Most brands never fully configure their helpdesk, so we start with what is already there. These are the habits we bring to AI customer service automation and the basics beneath it.
Audit before build
We look at your real tickets before proposing anything.
Rules when rules are enough
We tell you when you do not need a heavier solution.
Routing that makes sense
Tickets reach the right person the first time.
Deflection that helps
Customers get answers without waiting.
SLA policies set
Response targets are configured and visible.
Paid audit first
A low-cost audit shows the value before a full build.
08Overview
What is ticket deflection, and do I need an AI agent or just better helpdesk rules?
Ticket deflection resolves tickets before an agent touches them, via self-service, macros, and automated replies. WISMO alone is 20-40% of volume, and self-service can cut tickets 20-30%. Rules-based macros, routing, and SLAs handle high-volume, clear-cut tickets, but can't adapt to mixed-topic tickets or shifting load, where an AI agent becomes worth it. Progress is tracked via automation rate, response time, CSAT, and cost per ticket.
- Service
- Customer support automation: macros, routing rules, SLA setup, self-service deflection, reporting
- Starting price
- From $899 audit, $2,500 full build
- Typical timeline
- 1-2 weeks audit, 3-5 weeks full setup
- Platform
- Gorgias, Zendesk, Re:amaze, Intercom, plus Shopify, WooCommerce, BigCommerce
- Built with
- Macros, rules-based routing, SLA policies, self-service content, deflection reporting dashboard
- Experience
- 10+ years and 250+ shipped projects
- Post-launch support
- Ongoing maintenance retainer or one-time handoff
- Communication
- Calls in US, UK, and AU business hours
Who it's for
Stores with helpdesk macros and routing never properly configured
You're on Gorgias, Zendesk, or another helpdesk but never set up macros, routing rules, or SLA policies beyond the defaults.
Brands drowning in WISMO tickets
Where-is-my-order questions make up a large share of your volume and could be deflected with better automated replies.
Teams unsure if they need an AI agent yet
You're not sure whether better helpdesk configuration is enough or whether you need a full AI agent, and want an honest answer before spending on either.
Stores that want deflection numbers, not guesses
You want to see automation rate, response time, and cost per ticket improve, not just assume automation is helping.
Multi-channel sellers juggling inconsistent SLAs
Different marketplaces or channels have different response expectations and your current routing doesn't account for it.
Not a fit for
You want a fully autonomous AI agent that takes actions like processing refunds and returns, not just better ticket routing. Our AI Customer Service Agent Development page covers that.
You want an ecommerce-specific conversational chatbot handling order lookups directly. Our AI Chatbot for Ecommerce page covers that.
You don't have a helpdesk platform in place yet, or need to migrate off your current one. Our Helpdesk Setup and Migration page covers that.
09Pricing
Transparent Starting Prices for Customer Support Automation
These are starting points in USD. Your final price depends on your ticket volume and how many workflows you want automated, and you get a fixed proposal after a free scoping call.
11The Right Technology for Your Project
Technology Stack
We work inside your helpdesk, such as Gorgias or Zendesk, using customer support automation tools built around your ticket data.
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What is ticket deflection?
Ticket deflection means resolving or preventing a support ticket before an agent has to handle it, through self-service content, automated replies, and rules that route or close simple requests on their own.
Which support tasks can be automated in ecommerce?
Order status and tracking replies, return and refund policy responses, shipping estimates by region, and product availability questions are the most commonly automated ecommerce support tasks.
How do macros, routing rules and SLAs reduce workload?
Macros answer repeat questions instantly instead of an agent typing the same reply, routing rules send tickets to the right queue based on intent, and SLA policies keep response times consistent so nothing sits unanswered.
How much does customer support automation cost?
A deflection audit starts from $899, and a full macros, routing, and SLA setup with reporting starts from $2,500 depending on your ticket volume and helpdesk platform.
How do I automate order status and tracking replies?
Order status automation connects your helpdesk to your store and shipping data so it can pull real tracking information into a macro or automated reply instead of asking a customer to wait for an agent.
How much can automation reduce ticket volume?
Where-is-my-order questions alone typically make up 20 to 40% of normal support volume, and brands with comprehensive self-service and automation commonly cut total ticket volume by 20 to 30%.
How do I measure deflection?
Deflection is tracked through automation rate, first response and resolution time, CSAT, and cost per ticket, so you can see whether automation is actually reducing agent workload.
Do I need an AI agent or just better helpdesk rules?
Rules-based macros, routing, and SLAs handle high-volume, clearly categorized tickets well. An AI agent becomes worth it once tickets mix topics, need real actions taken, or your agent workload shifts too much for static rules to balance.