Industry
AI for e-commerce and DTC brands
Support volume outruns a small team every launch. Tickets, returns, and order questions arrive faster than a lean team can answer during any busy stretch.
For e-commerce and DTC brands, Oliver Labs LLC looks at how this work runs today, tells you the one thing worth fixing first and builds it into the tools you already use.
Where the work leaks
Shoppers expect fast answers, and a launch or holiday rush can multiply the ticket load several times over, so the founder ends up back in the inbox instead of growing the brand.
The tools you probably run
Most e-commerce and DTC brands run on some mix of Shopify, Klaviyo, Gorgias, Zendesk, ShipStation, Recharge, Loop Returns, and QuickBooks.
A typical brand bolts on 8–12 separate apps; support, returns, marketing, and fulfillment each live in their own silo.
What we would build
AI triage and drafted replies that clear the routine queue, handle the “where is my order?” flood, and surface only what genuinely needs a human.
What stays with a person
Refund exceptions, unhappy customers and anything unusual go to a person with the full history attached. Routine answers run by themselves, under rules you set.
What a first call looks at
We usually start with your ticket mix: how many are order status, returns or product questions, which tools hold the answer, and what a good reply looks like in your brand's style.