Ecommerce
Your support team answers the same forty questions every day.
Where is my order. Can I change the address. Does this fit. Your team is good at the hard tickets and spends most of the day on the ones that are not hard at all.
This is your Tuesday.
- Someone answers "where is my order" for the nineteenth time before lunch, by opening the carrier site and copying a date.
- An address change request arrives forty minutes after the order was already picked.
- A supplier sends stock levels as a PDF, and someone types them into the store.
- A return is approved in the helpdesk, then again in the store admin, then noted in a spreadsheet.
- The weekly sales summary is built by exporting three CSVs and pivoting them by hand.
- A Spanish-language message sits unanswered longer than the English ones because it routes to one person.
The same week, run differently.
- Today"Where is my order" is answered by hand, dozens of times a day.AfterOrder status is answered instantly from live carrier data, in the customer’s language.
- TodayAddress changes arrive after the order is picked.AfterAddress changes are caught and applied inside the edit window, automatically.
- TodaySupplier stock arrives as a PDF and is retyped.AfterStock levels are parsed and written to the store on arrival.
- TodayA return is processed in three places.AfterApproved once. The helpdesk, the store and the ledger all reflect it.
- TodayThe weekly report is three CSVs and a pivot table.AfterThe report is in the channel every Monday at 7am.
- TodaySpanish tickets wait for the one person who handles them.AfterEvery ticket is answered in the language it arrived in.
$15,840
saved per year
1,375
repetitive contacts a month
A store handling its own support volume: Support contacts a month: 2500. Share that are repetitive: 55%. Minutes of agent time per contact: 6. Loaded cost per support hour: $24. The 40% deflection is the low end of what Gorgias publishes for its own AI agent — a vendor figure. Sales recovered because a pre-purchase question got answered in seconds are not counted, and in most stores they are worth more.
What repetitive tickets cost you
Four numbers from your helpdesk. The math is shown in full underneath.
Order status, address changes, returns policy, sizing.
Everything updates as you type. Nothing is sent until you ask for the breakdown.
Support cost you can stop paying
$15,840 USD
per year
How that number is built
- 1,375 repetitive contacts a month
- 550 of them resolvable without a person
- 55 hours of agent time a month, back
- $1,320 a month at your loaded rate
The 45% deflection rate covers contacts fully resolved end to end, not partially assisted ones. Sales recovered because a pre-purchase question got answered in seconds are not counted, and in most stores those are worth more than the saved hours.
Where these numbers come from
The volumes and values below are published research. The recovery percentages are our own assumptions — nobody publishes a measured rate for how much of a lost lead a fast response wins back, and pretending otherwise would be the kind of thing this page exists to argue against.
- Vendor"Where is my order" accounts for roughly a third of all support tickets. Gorgias Ecommerce Customer Service Benchmark, 2024
- VendorSupport volume commonly runs 200–500 tickets per 1,000 orders; well-automated stores run 40–100. Gorgias benchmark data, 2024
- VendorAI agents resolve roughly 40–55% of common tickets end to end. We model the low end of that range. Gorgias, published performance of its own AI agent, 2025
- Our assumptionThis counts deflected support time only. Sales recovered because a pre-purchase question got answered in seconds are not included, and in most stores they are worth more. Scope note
Watch forty tickets answer themselves.
A real helpdesk, real orders, unedited.
Being recorded now
The prototype for this vertical is built; the recording is in production. Ask on the diagnostic call and I will walk you through it live instead.
The ask
What five days gets you
$950 USD
In five days you will have order-status, address-change and returns questions answered automatically from live data, in both languages.
Start with a diagnostic- Order status
- Order status answered from live carrier data, not a canned reply.
- Address changes
- Address changes applied automatically inside the edit window.
- Returns
- Returns policy questions resolved end to end, with the label issued.
- Escalation
- Anything ambiguous escalated to a person with the context attached.
- Language
- English and Spanish, chosen from the language the customer wrote in.
The questions I actually get asked
Is this just a chatbot?
No. A chatbot guesses from your FAQ page. This reads the actual order, the actual carrier status and the actual returns window, and it either answers correctly or hands off. If it cannot answer from real data it does not answer.
What if it tells a customer something wrong?
It only answers from data it can read, and anything outside that goes to a person. You see every response it sent, and the escalation threshold is something you set rather than something I decide.
We are on Shopify with Gorgias / Zendesk.
That is exactly the setup this plugs into. It works inside your helpdesk rather than replacing it, so your team keeps the tooling they know.
Will customers know they are not talking to a person?
Yes, because it says so. Pretending otherwise damages more trust than it saves in labour.
Not quite your business?
15 minutes, no deck, no pitch.
Bring the process this page describes. You’ll leave knowing whether it’s worth automating and roughly what it’s worth.