How It Works Use Cases About Book a Call
AI Automation for Shopify DTC

Your support team is
drowning.
It doesn't have to.

So your team stops answering the same 50 tickets every day and gets back to the work that actually grows the brand.

One support agent costs €30,000+/year. Our retainer starts at €1,500/month.
Book a Free Call See How It Works
60-80%WISMO and FAQ deflection
2 wksTo first automation live
24/7Automated responses
15h+Agent hours saved weekly
The Problem

You have macros.
You still have chaos.

Most Shopify brands have some automation in place. It breaks the moment things get slightly complicated.

WISMO tickets eat your team alive

"Where is my order?" is your most common ticket. Your agents answer it manually, all day, every day.

Returns are a time sink

Every return is a back-and-forth. Your team juggles Shopify, your 3PL, and the customer at the same time.

Volume grows faster than your team

Every peak season you think about hiring. That hire costs €30k+ per year and still doesn't scale.

Your bot doesn't actually work

The chatbot you set up handles 10% of tickets and frustrates everyone else. It's a FAQ page with extra steps.

What we hear from DTC operators
"We added a bot. Our agents still handle 80% of tickets manually because it falls apart the moment anything goes off-script."

The real problem isn't the volume. It's that your automation isn't connected to your actual systems: Shopify orders, tracking data, return policies, customer history. DTCFlow fixes that.

GorgiasShopify3PL APIsZendesk
Before and After

A day in your support queue.

Here's what the same five tickets look like before DTCFlow, and after.

Before DTCFlow
Where is my order #4821? It's been 5 daysMANUAL
Is the Rose Clay Mask suitable for sensitive skin?MANUAL
What's the difference between the day and night cream?MANUAL
Did my order ship yet? I ordered yesterdayMANUAL
Can I change the size on my hoodie order?MANUAL
Your agents handle every single one. Avg first response: 4-6 hours.
After DTCFlow
Where is my order #4821? It's been 5 daysAUTO ✓
Is the Rose Clay Mask suitable for sensitive skin?AUTO ✓
What's the difference between the day and night cream?AUTO ✓
Did my order ship yet? I ordered yesterdayAUTO ✓
Can I change the size on my hoodie order?ESCALATED
4 of 5 resolved automatically. Avg response time: under 90 seconds.
↑ Ticket 5 escalates to your agent, as it should. Order edits need a human touch.
Expected Results

What good looks like.

Outcomes we design for in every engagement.

60-80%Ticket deflection on WISMO and FAQ
<2 minResponse time on automated tickets
15h+Agent hours saved per week on average
2 wksFrom kickoff to first automation live

Industry benchmarks for Shopify DTC setups with live order data connected. Your numbers depend on ticket volume, platform, and existing workflow, we map them out in the audit before you commit to anything.

15+ agent hours saved weekly. That's time your team gets back every single week.
How It Works

Three stages.
No long commitments.

Start small, prove it works, then scale. You're not signing a 12-month contract on day one.

01

Audit

We map your current support flows, find where time is being lost, and identify the highest-ROI automation opportunities. You get a clear action plan regardless of whether you move forward.

Support Flow Mapping
€300-500 Free limited spots
3-5 days
02

Pilot

We build and deploy WISMO automation and FAQ handling directly into your existing support platform. Live within two weeks. You see real deflection numbers before committing to anything more.

WISMO + FAQ Live
€1,000-1,500
2 weeks
03

Retainer

Once the pilot proves ROI, we expand: returns automation, ticket routing, VIP handling, multilingual support, Klaviyo retention flows. Optimized every month.

Full Automation Suite
€1,500-3,000 / month
Ongoing
Use Cases

What we actually automate.

Real workflows, connected to your real systems. Not a chatbot sitting in front of a FAQ page.

WISMO Automation

Customer asks where their order is. AI pulls live tracking from Shopify and your carrier, sends a complete branded update. No agent needed.

FAQ Handling

Product questions, shipping timelines, size guides, return policies. Automated responses trained on your brand content and tone.

Returns and Exchanges

Customer initiates a return. The flow checks eligibility, creates it in Shopify, sends the label, and updates Gorgias. No human involved.

Ticket Triage

Incoming tickets tagged, scored by urgency, routed to the right agent. VIP customers and high-order-value issues go to the front automatically.

Multilingual Support

Any language, detected automatically. Responses go out in the customer's language. No extra effort from your team.

Retention Flows

Post-purchase sequences, winback campaigns, and churn signals fed into Klaviyo automatically based on support interactions and order history.

Tools and Integrations

Built on the stack
you already use.

We connect the platforms you have and build automation on top of them. No migration, no new tools to learn.

Support Platforms
Gorgias
Zendesk
Shopify Inbox
Freshdesk
Intercom
Re:amaze
Gorgias
Zendesk
Shopify Inbox
Freshdesk
Intercom
Re:amaze
E-Commerce
Shopify
K
Klaviyo
ReCharge
Postscript
Yotpo
Attentive
Shopify
K
Klaviyo
ReCharge
Postscript
Yotpo
Attentive
Automation and AI
Make.com
Zapier
OpenAI
Claude (Anthropic)
n8n
Airtable
Make.com
Zapier
OpenAI
Claude (Anthropic)
n8n
Airtable
Behind DTCFlow
Kimon Heidinger

Kimon Heidinger

Founder, DTCFlow · Vienna, Austria

I built DTCFlow after seeing firsthand how fast support volume outpaces a small team during growth. Most solutions I found were either too generic or built for companies ten times the size. So I built the alternative, specifically for Shopify brands that are scaling fast and need automation that actually connects to their systems, not another chatbot bolted on top. I take on a limited number of clients at a time. When you work with DTCFlow, you work with me directly.

LinkedIn hello@dtcflow.agency dtcflow.agency
FAQ

Questions we get asked.

Does this replace our support team?

+

No. DTCFlow handles the repetitive, high-volume tickets so your agents focus on complex and sensitive cases. The repetitive majority gets automated, the part that needs human judgement stays with your team.

Do we need to switch support platforms?

+

No. We build on top of Gorgias, Zendesk, or Shopify Inbox, whichever you're already on. No migration, no disruption to your current setup.

Gorgias and Zendesk have their own AI. Why do we need you?

+

Native AI has gotten good at answering questions from your help center. Where it stops is everything that lives outside the helpdesk: live tracking from your 3PL, your returns platform, carrier claims, subscription changes. We build the connections the native AI doesn't have, and we set up, monitor, and improve the whole system, so nobody on your team has to become an automation manager on the side.

What happens with our customer data?

+

We work GDPR-first. Workflows run in Make.com's EU region, each automation only accesses the data it actually needs (order numbers, tracking status, ticket content), and we sign a data processing agreement as part of every engagement.

How much work is this for our team?

+

A kickoff call, access to your helpdesk and Shopify, and your policies and tone guidelines. After that, a short weekly check-in during the build. Your agents keep working normally the whole time, and nothing goes live without your sign-off.

What if the AI gets it wrong?

+

Every workflow has a human escalation path built in. Emotional complaints, policy exceptions, and anything uncertain goes straight to your team with full context. We don't build reckless full-autonomy systems.

How quickly will we see results?

+

WISMO and FAQ automation go live within two weeks of the pilot starting. You'll see deflection numbers in the first week after launch.

Will it sound like our brand?

+

Yes. Every automated response is trained on your tone, policies, and product info, so it reads like your team wrote it. Whether you label responses as automated stays your call, we set it up either way.

How is pricing structured?

+

We scope every engagement based on your setup, ticket volume, and the platforms you use. The audit is free. The pilot runs €1,000-1,500 and gets WISMO and FAQ automation live within two weeks. Retainers start at €1,500/month. Book a free 30-minute call and we'll send you a clear proposal within 24 hours.

Is this the same as hiring a Gorgias consultant?

+

No. A Gorgias consultant configures your support platform: rules, macros, views, tags. They're essentially a Gorgias admin. DTCFlow builds the automation layer on top of it, connected to your actual Shopify data, tracking APIs, and return flows. A consultant makes your inbox cleaner. We make tickets disappear.

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We'll look at your support setup, find the quickest wins, and tell you exactly what automation would cost and save. If it's not a fit, you'll know that too.

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