MarketStarter / Systems / 11 · E-shop AI Support Concierge Same brain as 01
The chat that reads the actual order.
Most of your inbox is one question, and its answer already exists — it is just sitting in Shopify and in the courier’s tracking, two places your customer has no way to look. This answers from both at the moment of asking, in Greek and English, on the shop where the question was typed. And it does the half almost nobody sells: it knows what it should not answer, and hands those to a person with the conversation and the order already attached.
- READS THE ORDER — NOT THE POLICY PAGE
- ANSWERS FROM YOUR CONTENT, NEVER A GUESS
- ESCALATES BY CONTRACT, NOT BY SETTING
A month in the inbox
840 messages. 67 needed you.
Nobody had to read the other 773.
Sort a month of an e-shop’s messages by what was actually being asked and the shape comes out the same almost everywhere: one question is most of it, and the answer already exists in two systems the customer has no access to. The second-biggest — is it in another size, another colour — is worse than a chore, because answered on Monday it is a sale that went somewhere else on Saturday. What is left over is the part that genuinely needs a person: money, damage, a complaint, or something your own content simply does not say. Those should reach you faster than they do today, not slower, and with the order already open in front of you. The month below is illustrative rather than a client’s result — this system is new to the menu, and we would rather show you the mechanism than a percentage out of somebody else’s shop.
- Shopify
- Courier tracking
- Your own content
- Escalation rules
- CRM handoff
- “Where is my order?” 528 63% Order + courier
- “Do you have it in a 56?” 121 14% Live stock
- “Can I exchange it?” 84 10% Your policy
- “When will it arrive?” 40 5% Shipping rules
- “It arrived broken.” 67 8% → A person
asked → looked up → answered → or handed over, with the order attached
The 67 that reached a person
Every one arrived with the conversation and the order attached- Refunds21
- Damage17
- Complaints12
- Not confident17
Money, damage and complaints are never answered by the agentBY CONTRACT
What gets built
Six pieces. The fourth is the one that’s always missing.
What people search for is a customer service chatbot for e-shops, and that is a fair description of where this sits — it is simply not what most of them do. The usual one answers from a decision tree: it has never seen the order, so every path ends at check your email. The order below is the build order and it is deliberate, because a system that can look things up but has not read your policies will confidently tell somebody the wrong return window, and a system that answers everything and escalates nothing is the one you already took down. Customer service automation is only worth having when both halves are true — the long version of that argument, including what this cannot answer and the volume below which nobody should buy it, is written up separately.
- Learn
Your answers, not a model’s
Products, variants, policies, shipping rules, the FAQ, and the replies you have already written a hundred times. It answers out of your content rather than out of a general model’s idea of how returns usually work. If a policy is not written down anywhere, that is the first deliverable rather than a problem we hide from you.
- Look up
The live order, at the moment of asking
Shopify order and fulfilment status plus the courier’s own tracking — ACS, Γενική Ταχυδρομική, Box Now, ΕΛΤΑ — fetched while the customer is still typing. This is the line between an agent and a chatbot: it reads the order, it does not recite the policy.
- Answer
The four questions that are most of it
Where is it, is there another size or colour, can I exchange or return it, when does it arrive. In Greek and in English, on the shop, in seconds, at any hour — which matters more than it sounds, because the hours nobody is at a desk are the hours people shop.
- Escalate
On purpose, with the context attached
Money, damage, complaints, and anything it is not confident about go to a person with the conversation and the order already attached, so nobody has to repeat themselves. The handoff is the feature. A bot that never escalates is the one the buyer already threw away.
- Learn back
What it couldn’t answer becomes a list
Every escalation is logged as a gap in what your shop says about itself. Once a month: what it missed, what got added, what stopped escalating. This is the part the monthly fee actually buys, and it is usually the first time an owner reads their own policies from the customer’s side.
- Extend
The same brain, on the phone
A second language, the phone line, returns flows wired back into the shop. The knowledge and the integrations are one layer, so the second channel is a fraction of the first — the expensive work has already been done. Quoted separately, never assumed.
- Customer service automation
- Shopify
- Courier tracking
- Greek and English
- Escalation rules
- Second channel
Which of the three you need
Your inbox, the chat, or the phone.
It is the same question arriving through three different doors, and the right answer depends on two things only: how many of them there are, and where your customer expects to find you. Getting that wrong is not an expensive mistake in the usual way — it is worse, because the system works perfectly and still does not fix what was bothering you.
- —Your own inbox“A few hundred messages a month, and I mostly keep up.” A good FAQ page, a set of saved replies and one inbox rule do most of this, and they cost nothing. Start here.
- 11This system“The volume is written, constant, and shaped like where is my order.” Answered in seconds, at three in the morning, from the actual order rather than from a policy page.
- 01The phone“They want a voice, now, or they are driving.” Same brain, same connections, same escalation rules — but voice carries its own meter, because speaking costs many times what typing does.
The honest arithmetic, since nobody else on a page like this will do it for you: five hundred conversations a month at three minutes each is roughly twenty-five hours. Below about that, the hours you would save do not pay for a system built to save them, and you are better off with a FAQ page you write once and a handful of saved replies — we would rather say so on the call than after the invoice. There is one good reason to buy it under that line, and it is worth naming because it gets confused with the first: a reply at eleven on a Saturday instead of nine on Monday is a sale that would otherwise have gone elsewhere. That is response time, not saved hours, and a shop that thought it was buying the second will feel cheated by the third month. Two redirections worth making before you buy this one: if the volume is arriving by phone rather than in writing, you want System 01 instead, and it is the same build with a voice on it; and if the reason people message you at all is that the shop itself never answers the question, fix the shop first — that is System 10, and it is a better use of the same money.
Who it’s for
For shops where the same question arrives every single day.
The qualifier is not turnover and it is not how many products you have. It is message volume, and specifically how much of that volume is a lookup somebody could have done themselves if they had the access. Ask yourself the question we ask on the call: how many messages did you answer yesterday, and how many of them were about an order that had already shipped?
- Volume
Shops past about a hundred orders a month
Where-is-my-order runs at something like a fifth to two fifths of orders, so the messages scale with the good news rather than the bad. This is usually the point at which somebody starts answering them in the evening.
- Variants
Fashion, jewellery, beauty, home
Sizes, colours, fits and exchanges — the categories that generate the second-biggest question and the one that is actually worth money, because it is a customer standing at the checkout waiting to be told yes.
- Nights
Shops whose customers buy at eleven at night
The hours with the most browsing are the hours with the fewest people at a desk. A weekend of unanswered messages is not a backlog on Monday, it is a set of decisions somebody already made without you.
- Solo
One-person support desks
Where support is a job somebody does on top of their real one, and a holiday, a resignation or a flu week is an outage. The knowledge stops living in one person’s head, which is worth having even if nothing goes wrong.
- Seasons
Shops with a peak that breaks the inbox
Black Friday, the sales, Christmas, and the courier delay wave that follows all of them. Volume triples in the fortnight when you have the least time, and it is always the same fortnight.
- Both
Shops already answering on the phone
If the line is already running on System 01, the chat is the cheap second channel rather than a second project — same knowledge, same order lookups, same escalation rules, one build sitting behind both of them.
Scoped once, metered honestly
Five things shape it. Nothing else moves the price.
- 01VolumeHow many conversations a month. This is the meter, and it is the only thing that changes the monthly figure — never how well it answers them.
- 02Your contentWhether policies, shipping rules and return windows exist in writing, and whether they agree with each other. The most common reason a build waits.
- 03CouriersHow many tracking integrations, and whether each courier will grant access. Two is normal, more is scope, and one of them occasionally says no.
- 04ChannelsChat alone, or the phone as well; one language or two. Both are additions to the same layer rather than new builds, which is why they are cheap.
- 05HandoverWhere an escalation lands — an inbox, a helpdesk, or a CRM. If it lands somewhere nobody owns, the escalation promise is theatre.
On the call we go through the five, then you get a written scope: what it will answer, what it will always hand over, what you supply, and what a conversation means for the purposes of the bill — because a metered unit nobody defined before the first invoice becomes an argument after it. Ours is one visitor session with at least one reply inside twenty-four hours, and traffic we identify as a bot does not count against you. Four things are boundaries rather than opening positions: escalation on money, damage and complaints is contractual and we will not tune it away to improve a number; the knowledge base, the prompts and the integrations are yours and exported on request; the agent says what it is in its first message; and the Shopify plan, any paid apps and phone minutes are billed to you by the people who provide them, never marked up by us.
What it costs, and why →Behind System 11, the honest position: this one is new to the menu, so there is no client percentage to show you — and a containment rate is the easiest number in this industry to manufacture, because it improves every time you stop escalating. What is true today is the part that is harder to fake. The layer this is built on — a knowledge base, live integrations and rules about what to hand over — is already answering a phone line in Greek and English: our own business number runs on it. That is a lower bar than a case study and a considerably higher one than a promise. The Shopify and courier plumbing is the work we do for e-commerce clients anyway, and escalations land in a CRM we install ourselves rather than in a shared inbox nobody owns. Along with everything else on this menu, it sits on top of CRM and marketing systems shipped for 40+ B2B and e-commerce brands.
Straight answers
The questions worth asking — answered.
We put a chatbot on the shop once and took it down. Why would this be different?
Because whoever took it down was probably right. Most things sold as a chatbot answer from a decision tree: they have no idea what the person in front of them ordered, so every route eventually arrives at check your email or we will get back to you. This one reads the order. It goes into Shopify and into the courier’s own tracking at the moment of the question and answers with that customer’s actual parcel — it left yesterday evening, it is at the sorting centre, it should reach you Tuesday. And when it does not know, it does not improvise. It hands the conversation to a person with the order already attached.
Will it invent answers and tell my customers something wrong?
It answers from your own content and from live order data, and from nothing else. It does not have an opinion about your return policy, it has your return policy. Anything touching money, damage or a complaint goes to a person by contract rather than by configuration, and we do not quietly tune that away to make an automation percentage look better. The part most shops do not expect is the reporting: every time it could not answer is logged as a gap, so at the end of the month you get a list of what your own site does not say. Most owners find out this way that two of their pages contradict each other about returns.
How many messages a month before this is worth buying?
Around five hundred conversations is where it starts to pay for itself in hours. Five hundred messages at three minutes each is roughly twenty-five hours a month, and below that the time you would save is not enough to justify the build — a well-written FAQ page, a set of saved replies and one inbox rule get most of the way, and we will tell you so on the call. There is a second reason to buy it under that line and it is a legitimate one, but it is a different purchase: you are not buying saved hours, you are buying a reply at eleven on a Saturday night instead of Monday morning. Both are worth money. Knowing which of the two you are buying is what stops you being disappointed in month three.
Shopify already has a chat. Why would I need this?
Shopify gives you an inbox, which is a place where messages arrive and you answer them. That is genuinely useful, and if it is keeping up then keep it. What it does not give you is somebody who reads the order and answers on your behalf at eleven at night, or who knows that the size being asked about is down to its last two. So the question is not which tool is better. It is how many of yesterday’s messages you personally had to answer, and how many of those actually needed you rather than needing a lookup.
Can it answer in another language, or on the phone as well?
Both, and neither is a second build — which is the whole reason to do it in this order. The knowledge, the Shopify connection, the courier lookups and the escalation rules are one layer, so a second language is your policies translated once rather than another project, and the phone is the same brain with a voice on it. One honest warning about the phone: speaking is expensive in a way typing is not — on a call, the voice layer alone costs around nineteen times what the language model behind it does — so the phone channel carries its own meter of minutes and is quoted separately. Anyone telling you the calls come free is selling you a surprise.
Who owns it, and what happens to the conversations?
You own it and the conversations are yours. The knowledge base, the tuned prompts and the integrations belong to the shop and are exported on request, and we hand you the paragraph your privacy policy needs rather than leaving you to write it. The agent also says what it is in its first message instead of pretending to be somebody on your staff — customers can tell anyway, and the shops that pretend are the ones that end up in a screenshot. If we part company, it keeps working and you keep everything it learned.
How long does it take, and what do you need from me?
Two to three weeks from the day we have Shopify access, the courier tracking credentials and your policies in writing. What delays it is almost never technical. It is that the policies are not written down anywhere, or that two pages of the site say different things and somebody has to decide which one is true. That is why we ask for one named person who can make that decision — the build does not finish without them, and no amount of effort on our side substitutes for it.
How it starts
- 01
Book a 20-minute call
Bring one number: how many messages you answered yesterday, and how many were about an order that had already shipped. That sizes it — and sometimes it rules it out, which you will hear on this call.
- 02
Get the scope in writing
What it answers, what it always hands over, what you supply, and a fixed monthly figure against a named conversation volume. Yours to keep and to compare against anyone else’s quote.
- 03
Learn, connect, go live
Two to three weeks: your content in, Shopify and the couriers connected, the escalation rules agreed with you, then it goes on the shop and starts logging what it could not answer.
Most of your inbox is one question.
20 minutes. How many messages arrive, which of them actually need you, and a written scope. No obligation.