Customers do not only write to your support email. They send DMs on Instagram, comment under your ads on Facebook and ask questions on TikTok. Those messages are public or semi public, and a slow or careless answer is seen by everyone scrolling past.
What I handle
- Direct messages: order questions, product questions and complaints received on Instagram, Facebook and TikTok.
- Comments on posts and ads: answering genuine questions, hiding spam, and moving order problems into a private conversation.
- Pre sale questions: sizing, shipping and availability, answered while the buyer is still interested.
- Escalations: anything sensitive or unusual comes to you before a public reply.
Connected to your helpdesk
Where your helpdesk supports it (Gorgias, Zendesk, Re:amaze and others connect to Instagram and Facebook), social messages land in the same inbox as email, so every conversation has the order history next to it. Where it does not, I work in the native inboxes you give me access to.
Your voice in public
Social replies need a lighter tone than email, but still your tone. In the first week I study your existing posts and replies and write a short style guide with you: emoji or not, first names or not, how formal, and which topics always go private.
Available on the Growth and Scale plans.
See what this would look like for your store
Start with a free audit of your last 100 tickets. Plans from $349 a month, month to month.
Related services
Shopify support outsourcing
Order questions, tracking, address changes, cancellations and product questions, answered inside your Shopify admin and helpdesk.
Email and chat support
Your support inbox and live chat covered 7 days a week, with context checked before every reply.
Returns and refunds management
Return requests, exchanges, refunds and store credit processed within your policy, with every exception flagged to you.