Shopify-Helpdesk Integration Cut Ticket Resolution Time by 40% for DTC Brand

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A mid-sized direct-to-consumer brand reduced support ticket resolution time by 40% by integrating Shopify data directly into their helpdesk system. Agents had previously been switching between Shopify Admin, Gorgias, and Slack to handle routine queries, a workflow that research suggests costs significant focus time per context switch. The team used Shopify's Admin API to display a real-time order timeline sidebar within Gorgias and added action buttons allowing agents to process refunds, reshipments, and cancellations without leaving the conversation. Automated webhooks were also configured to proactively notify customers about order confirmations, tracking updates, and refunds, which led to a 60% drop in 'Where is my order?' tickets within two weeks. The team recommends a phased rollout approach, starting with basic order visibility before adding more complex actions, prioritising tools that agents will reliably use over technically sophisticated but cumbersome solutions.

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