Retail and fashionAI development, workflow automation, Shopify
A busy fashion e-commerce team was spending its days in the inbox. We rebuilt how the business runs, so customer service, returns and marketplace listings now work on automation, with people stepping in only where judgement matters.
The challenge
Every order brought admin: customer questions to answer, returns to process, products to list on retail marketplaces and sales figures to pull together.
Most of the process lived in people's heads, so it was hard to hand over, slow to scale and easy to get wrong. The team needed room to grow without hiring around the problem.
What we built
AI customer support portal
Reads incoming customer email, answers common questions from the brand's own knowledge base, and flags anything unfamiliar for a person. The team adds new answers themselves, with no developer needed.
Returns automation
The returns policy, built into the workflow. Tested, demonstrated on video and signed off with the team.
Website chatbot
Answers shoppers' questions around the clock, using the same approved knowledge.
Marketplace listings, automated
Sheet-based product uploads replace manual email submissions to retail marketplaces.
Live usage dashboard
Shows email activity and AI use, so the team can see exactly what is automated and what is not.
Sales reporting
Store and marketplace figures brought together for the team to act on.
The impact
The routine work comes off the team
Common enquiries, returns and listings run on their own, so people spend their time on the customers who need a person.
A support team that scales
A busy week in the shop no longer means a busy week of admin.
Adopted without disruption
The portal sits alongside the existing inbox, so the team moved across at its own pace and stayed in control throughout.
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