Official Gorgias Partner
A Gorgias partner that runs your Shopify customer support
Branva is an official Gorgias Partner. We work inside the Gorgias account you already have, handling refunds, returns, order edits and where's-my-order every day. Every reply is drafted in your brand voice and approved by a person before it sends, so you don't have to hire an in-house support team.
14 days
from kickoff to live support in your Gorgias
100%
of replies approved by a person before they send
−72.5%
support cost for a pet wellness brand
long contracts. Month to month
Let’s talk.
Ideal for brands doing $75,000 and more in monthly revenue.
Hire Branva to run your Shopify customer support.
Who we work with
Built for Shopify brands doing $75,000 and more in monthly revenue
Support and marketing have outgrown the founder, and a pile of freelancers isn't holding it together. If most of this sounds like you, we should talk.
What we run inside your Gorgias
01
Ticket replies in your voice
Every incoming ticket is drafted from your Brand Brain — your voice, policies and product details — reviewed by our team, and sent from your Gorgias.
02
Returns, refunds and exchanges
Your refund policy applied the same way every time, restocks coordinated, return labels sent. Edge cases come to you for a decision.
03
Orders and shipping
Where's-my-order, address corrections before dispatch, lost packages and carrier or 3PL follow-ups.
04
Order edits and cancellations
Address changes, item swaps and expedite requests handled, and fraud-flagged orders reviewed per your rules.
05
Review replies
Every product review answered, and tied to the support ticket if the same customer also wrote in.
06
Tags and a weekly report
Every ticket tagged by reason, and a weekly report on volume, the top reasons customers wrote in, and the patterns worth acting on.
No new tools, nothing to migrate
We work inside your Gorgias with the access you approve. Your ticket history and customer data stay where they are, everything stays in your name, and if we ever part ways you keep every workflow we built.
Not on Gorgias? We also work in Zendesk, Shopify Inbox, Front and Help Scout, and if you don't have a helpdesk yet, we set one up.
How the replies are written
The first thing we build is a Brand Brain: your voice, products, policies and SOPs in one place. Our Chrome extension sits inside Gorgias, pulls the relevant parts of the Brain for each ticket and drafts a reply in about five seconds.
If the Brain doesn't cover the question, the draft is flagged for a person instead of guessed at. Nothing reaches a customer until someone has approved it.
How it starts
Week 1 — voice and rules
We capture your brand voice, refund policy, escalation rules and your top 50 recurring ticket types, and store them in the Brand Brain.
Week 2 — shadow week
Every reply is drafted and reviewed in your Gorgias, and you approve before anything ships while we calibrate voice and thresholds.
Then — live support
We draft and send, review the week with you, and flag escalations the same day. Most founders spend about 30 minutes a week on support instead of 15 hours.
Results
What it changed for a Shopify pet wellness brand
support cost, from $10K to $2,750 a month
10 min
first response time
4.66 / 5
customer satisfaction
Common questions
Something else? Book a call and ask us directly.
Do you work inside our existing Gorgias account?
Yes. We work inside your Gorgias with the access you approve. Nothing moves to a new tool, your ticket history stays where it is, and everything stays in your name.
Is Branva a Gorgias partner?
Yes. Branva is an official Gorgias Partner and runs customer support inside Gorgias every day.
Do we still need to hire a support team?
No. Branva is the support team: we draft and send replies, handle returns, refunds and order issues, and flag escalations the same day. Most founders spend about 30 minutes a week on support instead of 15 hours.
We use Zendesk, not Gorgias. Can you still help?
Yes. We also work in Zendesk, Shopify Inbox, Front and Help Scout. If you're on something else we can usually work in it, and if you have no helpdesk yet we'll set one up.
Is it AI or people?
Both. AI drafts the replies and people review and approve them. Anything the Brand Brain doesn't cover is flagged for a person instead of guessed at.
How much does it cost?
It's priced on ticket volume and the store operations you add. Below 100 tickets a week is one tier, 100–500 another, and 500+ is scoped. As a rough guide it lands at 30–50% of an equivalent in-house or offshore team, month to month.
How quickly can you start?
You're live in 14 days: a week to capture your voice and rules, a shadow week where you approve everything, then live support.
Tell us what's on your plate.
Show us what your team handles today and what keeps getting delayed. We'll tell you what we'd take on, what should stay with you, and what a starting scope looks like.
Prefer to talk first? Book a call