Post-purchase SMS concierge
After the order ships, the buyer can text questions about sizing, care, or returns. AI answers in brand voice and escalates real issues.
Possibilities
Where this could go
Automated Brand Voice Text Responses
The system uses artificial intelligence to answer common post-purchase questions about sizing and care directly via SMS.
- Integrates with Postscript or Klaviyo
- Trains on your specific brand voice
- Handles sizing and wash instructions
- Provides instant replies at any hour
Intelligent Support Ticket Escalation
Complex issues or frustrated customers are automatically routed to your human support team in Gorgias or Zendesk.
- Detects customer frustration automatically
- Routes complex questions to human agents
- Creates detailed Gorgias tickets
- Preserves the entire chat history
Integrated Order Status And Returns
Customers can text to get real time shipping updates or initiate the return process without navigating through a website.
- Connects to Shopify fulfillment data
- Pulls tracking links automatically
- Initiates Loop Returns via text
- Reduces standard support inquiries
Questions
Things people ask
What platforms do you use to build the SMS concierge?
We typically use Postscript or Klaviyo for the SMS infrastructure and connect it to an OpenAI model trained on your product catalog and brand guidelines.
How does the AI know how to answer product questions?
We feed your product descriptions, care instructions, and sizing charts into the system so the AI has accurate information to reference for every response.
What happens if the AI cannot answer a question?
The system is programmed to recognize its limitations and will automatically create a ticket in your helpdesk platform like Gorgias or Zendesk for a human to review.
Can the concierge handle order tracking requests?
Yes. The system connects directly to your Shopify store to pull real time fulfillment status and tracking numbers when a customer asks about their delivery.
How do customers opt into this SMS service?
Customers typically opt in during the checkout process or through a post-purchase email that invites them to text a dedicated number for support.
Does the AI sound like a robot?
We spend time tuning the system prompts to match your exact brand voice so the text messages sound natural and align with your existing marketing copy.
Can customers process a return through the text thread?
The concierge can guide customers through your return policy and provide direct links to your return portal like Loop Returns or AfterShip.
