Service · Customer service and Shopify ops
Customer service and Shopify ops, AI-run and human-approved.
Every Shopify CS reply drafted by AI in your voice, reviewed by our team, sent in seconds. Returns, refunds, review moderation, product uploads, and the rest of the Shopify admin that eats your day — done for you.
WHAT’S INCLUDED
The full Shopify customer service + store operations stack.
Every customer touchpoint after the sale, plus the Shopify admin work that keeps the store running. One team, coordinated in one workflow.
AI-drafted customer service replies
Every incoming ticket is drafted by AI in your brand voice, reviewed by our team, and sent. 15-second average response time on drafts; human quality on every reply that ships.
Returns + refunds handling
Refund policy application, restock coordination, return-label generation. Follow your rules — flagged edge cases sent to you for judgment.
Review moderation + response
Every product review responded to — thank-you for positive, resolution for negative — coordinated with the CS ticket if the reviewer also emailed. Public replies drafted in your voice.
Product ops — Shopify admin
Product uploads, variant management, inventory audits, collection curation, theme content updates. The routine Shopify admin work that eats a founder's day.
Order edits + fraud triage
Customer-requested address changes, item swaps, and expedite requests handled. Fraud-flag orders reviewed and either verified or refunded per your rules.
Weekly CS + ops report
Ticket volume, top themes, product-quality signals, return-rate movement, and any recurring patterns worth an action. Your customer signal, summarized weekly.
HOW WE RUN IT
Capture voice → shadow → live ops.
Voice + rules capture (week 1)
We capture your brand voice, your refund policy, your escalation rules, and your top 50 recurring ticket types. Stored in the Brand Brain so every AI draft reflects your judgment.
Shadow week (week 2)
AI drafts every reply, our team reviews, you approve everything before it ships. We calibrate voice, thresholds, and your automation preferences.
Live ops (ongoing)
AI drafts + our team ships. Weekly ops review. Escalations flagged same-day. You spend ~30 min/week on customer service and ops instead of 15 hours.
CUSTOMER SERVICE RESULTS
Real Shopify customer service outcomes.
CASE STUDY
Shopify pet brand
72% CS cost reduction
AI-drafted CS + human approval on every reply. Ticket volume steady, cost cut by two-thirds.
Related Branva Shopify apps
Our customer service and ops service pairs with the Shopify apps we ship.
Who’s running your customer service
Branva is founded and led by Janani Kumar. Every CS + ops engagement is scoped and staffed by senior team members — the AI does the volume, humans do the judgment.
Frequently asked questions
Gorgias, Zendesk, Shopify Inbox, Front, and Help Scout — the main Shopify CS stacks. If you're on something else, we can usually integrate. If you have no CS platform yet, we set up Gorgias as the default.
Offshore CS scales linearly with cost. Every extra ticket needs another agent. Branva scales the drafting layer with AI (near-zero marginal cost) and keeps a small senior human team for approvals + edge cases. Same quality, better unit economics past ~200 tickets/week.
Yes — that's the Shopify ops layer of this service. Product uploads, variant management, collection tuning, minor theme updates, app configuration. The routine admin that eats a founder's time.
Priced on ticket volume + ops workload. Below 100 tickets/week is one tier; 100-500 is another; 500+ is a custom scope. Ballpark: 30-50% of what an equivalent in-house or offshore team costs, driven by the AI drafting layer.
Yes if you route those into Gorgias, Front, or another unified inbox. Shopify Inbox handles the DM layer natively. Whatever channel funnels into your ticketing system, we run.
Ready to hand off Shopify customer service and ops?
Book a working session. We’ll walk through your current CS volume, ticket themes, and Shopify admin load — and scope what we’d take on in the first 14 days.