Automate order-status and return tickets on a Shopify store
Footwear brand Orthofeet automated 56% of support tickets in under two months with Gorgias's AI Agent, beating its goal of 30% in 30 days.
Explain it simply
An online shoe store let an AI assistant answer common customer questions, like where an order is or whether it can be returned. The assistant looks up the order and the store's return rules and replies on its own. Within two months it handled more than half of all questions.
What was done
Orthofeet was juggling Freshdesk, Dialpad and an outsourced team that didn't integrate well with Shopify.
After moving to Gorgias, it turned on the AI Agent for first-line questions. For example, the agent uses the order number and the return policy to confirm whether an order can be returned.
How it went
Gorgias reports 56% automation in under two months, first responses down to 35 seconds for email and 13 seconds for chat, and double-digit yearly growth without adding headcount.
- Vendor case study.
- A third-party review of Gorgias's case studies puts typical automation between 26% and 56%; Orthofeet sits at the top.
- Model the AI Agent's cost against your ticket volume before switching it on.
- Text channels only; phone volume is not automated.
Prompt
Audit our last 500 support tickets. Group them by intent: where's my order, returns, exchanges, sizing, product questions, other.
Show volume and average handle time for each, and mark which ones can be answered from order data and our policy pages alone.
For the top three, draft guidance in our brand voice with clear hand-off rules: health questions, angry customers and orders over $[amount] go to a person.Setup notes
- Start with order status and returns: repetitive, data-backed and easy to audit.
- Set a 30-day target and review the AI's conversations every week.
- Estimate per-resolution fees against your ticket volume before switching it on.
Business fit
Who this helps, and how:
- Shopify & ecommerceStores with repetitive post-purchase questions can absorb growth without hiring.
- StartupsDTC startups get round-the-clock first responses from day one.
- Local & serviceShops with an online store can take 'where's my order' emails off the counter staff.
Related
Similar tools
Other tools for this job, and how they differ. Chosen by our editors, never paid for.
- Grok Bot
Works your helpdesk and inbox on a schedule; its Shopify connector reads orders but can't refund or cancel paid ones.
See it in use: Run customer support with a bot that asks before refunding
- Hermes Agent
Self-hosted with no per-resolution fee (you pay for models and hosting); it drafts replies for your team to send.
See it in use: Draft support replies inside your helpdesk with a self-hosted agent
Evidence grade C means: A tool maker's case study, a promotional demo, or someone else's write-up. How we grade. Spotted a mistake? Suggest a correction.