Industry
AI automation for e-commerce and DTC brands
WorkflowPal builds AI support agents and workflows for DTC brands that resolve “where is my order?”, returns and address changes from Shopify and shipping data. For a DTC brand, the agent resolves 70% of tier-1 tickets, and first response dropped from 4 hours to under 2 minutes. Start with a free audit.
- Trigger
- AI step
- Person decides
- Your systems
- TriggerTicket arrives
- AI stepAgent reads it
- Your systemsOrder and shipment looked upShopify and shipping data
- AI stepRoutine ticket resolvedorder status, returns, address changes
Exception path Everything else goes to the team
- of tier-1 support tickets resolved by an AI agent
- 70%
- first response time
- 4 hrstounder 2 min
Where do CX teams lose the most time?
- The same few questions all day: order status, returns and address changes.
- Several tabs per ticket: Shopify, the 3PL portal and the carrier site, just to answer one customer.
- Response times that slip during launches and sales, exactly when customers are most impatient.
- CX headcount that has to grow with order volume.
What can AI automate for a DTC brand?
| Workflow | Today | With automation | Plugs into |
|---|---|---|---|
| “Where is my order?” | Agent looks up the order in Shopify, then the tracking | Answered instantly with live order and tracking status | Shopify, Gorgias or Zendesk, carrier tracking |
| Returns | Manual eligibility check and label | Eligibility checked against your policy; return started or escalated | Shopify, returns app, helpdesk |
| Address changes | Agent checks fulfillment status, edits the order | Changed automatically if not yet shipped, otherwise escalated | Shopify, 3PL portal |
| Order lookups for your team | Several tabs per ticket | Order, shipment and history summarized inside the ticket | Helpdesk, Shopify, 3PL portal |
Anything that goes to a customer, a candidate or a carrier, or changes a record, can wait for a person to approve it until you trust it.
What results have e-commerce clients seen?
- of tier-1 support tickets resolved by an AI agent70%DTC brand case study: of tier-1 support tickets resolved by an AI agent
- first response time4 hrstounder 2 minDTC brand case study: first response time
- of order lookups, returns and shipping updates removed10+ hrs/weekDTC brand case study: of order lookups, returns and shipping updates removed
CSAT went up too. Read the DTC support agent case study.
Will it work with our existing tools?
Yes. We build on the tools you already run (Shopify, Gorgias, Zendesk and your 3PL portal), so nothing gets ripped out and your team has nothing new to learn. If a system has an API, an export or a shared inbox, we can usually work with it. The audit confirms this for your specific stack before you commit to anything.
How do we start?
Request a free workflow audit. Tell us what your ticket mix looks like. You get back a one-page plan: the 3 tasks worth automating first, hours saved, and what a build would cost. It takes about 15 minutes of your time, and there is no obligation to buy anything.
Prefer to talk first? Book a 30-minute call.
Frequently asked questions
Will customers know it’s AI?
We recommend being upfront: the agent introduces itself as an assistant and offers a person at any point. Most customers asking “where is my order?” care about a fast, correct answer.
What about edge cases?
Damaged items, angry customers, VIPs and anything outside your policy go to a person, with the order details and conversation summarized so they can answer quickly.
Does it work with Gorgias or Zendesk?
Yes. The agent works inside the helpdesk you already use, so your team sees every conversation and can step in.
Can it issue refunds?
Only if you allow it. We usually start with answers and drafted actions that a person approves, then widen what the agent can do on its own once you trust it.