ECHELON
AI for Ecommerce

Cut your support cost 6× per ticket. And recover the carts you're leaving on the table.

Every human-resolved support ticket costs you $2.70–$5.60. AI resolves it for $0.62 — at the same CSAT. Pre-sale chat lifts conversion 10–30%. Cart win-back recovers 8–18% of what was leaving. We build the whole layer, integrated with Shopify, Klaviyo, and your existing CX stack.

Book a Strategy Call See the math
PCI · GDPR · TCPA-aware·Shopify · Klaviyo · Gorgias · Postscript

Cost per ticket — the spread

6×

cheaper to resolve with AI vs. a human agent ($0.62 vs. $4.00 average) — at comparable CSAT.

Lorikeet · Cost per ticket, 2026 ↗

The math, by the ticket

What your support and lifecycle layer actually costs.

Three numbers that explain the unit economics, and one modeled scenario showing what a typical mid-market ecommerce brand recovers.

$0.62

AI cost per resolved support interaction vs. $2.70–$5.60 for a human agent

Lorikeet: Cost per support ticket, 2026 ↗

44.8%

median AI resolution rate in 2026 — top-quartile platforms hit 80–93%

Notch + Zendesk AI resolution benchmarks, 2026 ↗

$16.9K

monthly savings on 5,000 tickets at 50% deflection ($4.00 → $0.62)

Lorikeet · 5K-ticket modeled scenario, 2026 ↗

What we'd build for your store

Six systems we ship into ecommerce brands.

Every store gets a custom build — a fashion brand looks nothing like a supplements brand. These are the shapes that consistently move the needle. Yours includes as many as the work calls for.

Outcome

10–30% lift in conversion (Rep AI, 2026)

Pre-sale chat + recommendations

Visitors on a product page get sizing answers, comparison guidance, in-stock checks, and gentle nudges to add to cart — in your brand voice, via chat or text. The bot you wish you'd built.

Action chain

1. Detect intent2. Pull product data3. Personalized rec4. Drive to add-to-cart

Outcome

44.8% auto-resolved (median 2026)

Tier-1 support triage

Returns, refunds, where-is-my-order, account changes, basic product questions — answered in seconds from your help center. Tier-2+ escalations come to your team with full context already attached.

Action chain

1. Categorize ticket2. Pull order context3. Resolve or draft4. Escalate w/ context

Outcome

Recovers 8–18% of abandoned carts

Cart abandonment win-back

Cart abandoners get a multi-touch win-back across SMS + email — personalized to what they left behind, sequenced over hours-not-days, with offer logic that adapts to AOV and cart age.

Action chain

1. Detect abandonment2. Segment by AOV3. Multi-channel win-back4. Adaptive offer

Outcome

~12 hrs/wk per support agent

Returns + WISMO automation

Most ecommerce tickets are returns and 'where's my order.' Your AI handles them end-to-end with carrier API integrations — refund issued, label generated, status surfaced, customer updated, all without a human.

Action chain

1. Lookup order2. Apply return policy3. Generate label4. Issue refund

Outcome

Reactivates 5–12% of dormant LTV

Customer win-back + segmentation

Customers who haven't bought in 90+ days get a relevance-aware re-engagement based on what they purchased before, what's new in stock, and what their LTV-band warrants. No generic 'we miss you' blasts.

Action chain

1. Segment by RFM2. Match new SKUs3. Multi-touch reactivation4. Track LTV recovery

Outcome

~3× review collection rate

Review + UGC collection

Post-delivery review requests timed to the actual moment of customer joy — not 24 hours after order placement. Higher response rates, better content for your PDPs.

Action chain

1. Detect delivery2. Time to joy moment3. Request review + photo4. Route to PDP

From kickoff to live

90 days, in five phases.

Phase 1 (support triage + WISMO) typically goes live by week 4. Your CX team sees the load drop immediately. Everything else layers in.

01

Week 1

Discovery: tickets, abandonment, customer journey

We audit your current ticket volume, top resolution categories, cart abandonment funnel, and lifecycle gaps. Identify what's expensive and what's leaking.

02

Week 2–4

Phase 1: support triage + WISMO

Live: tier-1 ticket resolution wired into Gorgias / Zendesk / Intercom; WISMO automation pulled from carrier APIs. Volume to your team drops immediately.

03

Week 5–7

Phase 2: cart abandonment + pre-sale chat

Live: cart win-back sequences via Klaviyo / Attentive; pre-sale chat live on your highest-traffic PDPs.

04

Week 8–11

Phase 3: returns + customer win-back

Live: returns end-to-end with carrier labels; segmented dormant-customer reactivation by RFM band.

05

Week 12+

Operate + improve

Weekly metrics, monthly review with the team, new agents shipped for seasonal pushes (BFCM, summer, etc.). You own every result.

Integrations

We plug into your storefront, your CX stack, and your lifecycle tools.

No rip-and-replace. Shopify is our most common platform — Klaviyo, Postscript, Gorgias, Zendesk all have direct integration paths. If you're headless, we build the connector.

Storefront

ShopifyBigCommerceWooCommerceMagentoHeadless (Next.js)

Support

GorgiasZendeskIntercomRe:amazeHelp Scout

Email + SMS

KlaviyoPostscriptAttentiveSendlaneOmnisend

Reviews + UGC

YotpoStampedOkendoJunip

Returns + fulfillment

LoopReturnlyAfterShipShipStationShipBob

Built for ecommerce compliance

PCI, GDPR, TCPA — by design.

Customer data handling, payment safety, and SMS consent — the boring parts, built in correctly so you never get the unfun email from compliance.

Compliance pillar

PCI DSS for payments

Payment data never touches our infrastructure. We integrate with your existing PCI-compliant payment stack (Shopify Payments, Stripe, Adyen) and never see card numbers.

Compliance pillar

GDPR + CCPA for customers

Customer data stays inside your data warehouse / Shopify / Klaviyo. We honor data subject requests (access, deletion, portability) through API hooks, with audit logs of every agent action.

Compliance pillar

TCPA for SMS

SMS marketing flows respect explicit opt-in. Cart-abandonment SMS only fires for customers who consented at checkout. Every message includes opt-out language and we maintain the consent record.

Compliance pillar

Brand voice + tone safety

Outbound copy goes through a brand-safety screening before send. Pricing, claims, and discount logic are guardrailed against the rules your CX lead sets at kickoff.

On EU + UK: If your customer base spans EU/UK, the data layer is regionally segregated, processors are listed in your DPA, and Subject Access Requests are wired to a one-click flow.

FAQ

Questions ecommerce brands actually ask.

Direct answers — not marketing.

How does this integrate with Shopify (or BigCommerce / WooCommerce)?+
Direct via the platform API. Orders, customers, products, fulfillment status, and cart events all sync in real time. Shopify is our most common platform — we plug into the Customer, Order, and Cart APIs plus your existing Klaviyo / Postscript / Gorgias stack. BigCommerce, WooCommerce, Magento, and headless setups all work too.
What's the cost vs. building this on Gorgias AI / Intercom Fin / Zendesk?+
Tool-based AI (Gorgias AI, Intercom Fin, Zendesk Resolution) gives you a chatbot at $0.60–$1.27 per resolution. Echelon builds the whole operations layer around the agent — pre-sale, support, returns, win-back, lifecycle — so the AI handles the work end-to-end, not just a single ticket category. Most clients find the cost works out similar or cheaper than stacking 3–4 tool subscriptions, with much higher resolution because the agent has full context across systems.
Will the bot sound like a generic chatbot?+
Like your brand. We train on your help docs, your top-performing support replies, your brand voice guide, and your product copy. The first 50–100 outbound interactions are reviewed with you before going live. Most ecommerce brands can't tell which messages the agent wrote vs. a senior CX rep wrote.
What happens at peak (BFCM, holidays)?+
The system scales horizontally — there's no human bottleneck on volume. We do a dedicated peak-readiness pass 4 weeks before BFCM: stress-test the integrations, tune the offer logic for higher AOV, set the right escalation thresholds. Many clients see their first BFCM with zero ticket backlog after kickoff.
How do you handle returns without screwing up our policy?+
Your return policy is encoded as rules — eligibility windows, restocking fees, exchange-vs-refund logic, condition requirements. The agent applies them deterministically and only sends an automated return label when every condition passes. Edge cases (high-value, suspected fraud, repeat returners) get flagged to a human.
Will the AI ever discount without my approval?+
Only within the bands you set at kickoff. We define your discount-eligibility matrix (cart size, customer LTV band, item, urgency) and the agent operates within it. Discount caps are enforced. Out-of-band situations escalate to your CX lead.
Can it handle returns + WISMO + pre-sale in one engagement, or is it separate?+
One engagement. The whole point of building this in-house instead of stacking tools is that the agent has full context across systems — a returning customer who's asking about WISMO can also get a relevant cross-sell, and a pre-sale chat that turns into a sale carries context into post-purchase support. Stacking tools fragments that.
Selective engagements · accepting now

Ready to cut your support cost 6× and recover the carts you're leaving on the table?

Book a 30-minute strategy call. We'll walk through your ticket categories, your abandonment funnel, and your lifecycle gaps — and show you exactly what would ship first.

Book a Strategy Call See live agent demos
No commitment·30-minute call·You own every result
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