For a growing Shopify brand handling 50-100 daily customer inquiries.

Scenario & Goal:

A mid-sized e-commerce brand is receiving 50–100 daily inquiries across email and social media. Responses are delayed and inconsistent, affecting customer satisfaction.

This system was designed to:

• Reduce response time
• Standardize replies
• Improve customer experience

My Role:

• Designed Customer support workflow
• Created response template system
• Built tracking and escalation process
• Organized knowledge base for faster support

Scope

Included:

• Inbox system
• SOPs
• Response templates
• Tagging system