As brands grow, customer service often becomes one of the biggest bottlenecks. Support teams face an endless flood of repetitive inquiries: “Where’s my order?”, “How do I make a return?”, “Do you have this item in stock?” For one Shopify brand, this daily flood overwhelmed their small team, dragging down response times and frustrating customers.
The Challenge:
Customer service was slow, reactive, and expensive. Each ticket required manual attention, meaning agents were stuck answering the same low-value questions again and again. Not only was this unsustainable, but it also left no room for agents to focus on high-priority issues or customer relationship building.
The Objective:
The brand needed a system that could:
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Automate common inquiries and FAQs
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Improve response times without adding headcount
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Give agents more bandwidth to focus on escalations and high-value customers
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Integrate seamlessly with Shopify and other tools in the tech stack
The Solution:
Domani implemented Gorgias with AI-powered automations, tailoring workflows to the brand’s unique support needs:
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Automated responses: We built self-service responses for common inquiries (order status, returns, shipping policies) that resolved tickets without human intervention.
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Shopify integration: Connected Gorgias directly to Shopify, allowing customers to instantly check order status and trigger return workflows without waiting for an agent.
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AI-powered triage: Configured intelligent tagging and routing rules so tickets were automatically categorized and sent to the right person.
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Escalation workflows: Built automation triggers so complex or high-value tickets were flagged for priority handling.
The Outcome:
Within weeks, support volume dropped by over 40% as repetitive tickets were resolved automatically. Response times improved dramatically, with customers receiving instant answers to common questions. The support team, freed from low-value tasks, could now focus on VIP customers, upselling opportunities, and more complex problem-solving. The net effect was higher customer satisfaction, reduced operating costs, and a more scalable support model.