Shopify support ops route
Goal
Lower response delay and repetitive tickets while preserving escalation quality.
Readiness gate
- [ ] Top 5 ticket intents account for at least 70% of volume.
- [ ] Escalation boundaries are explicit (billing, fraud, fulfilment, policy).
- [ ] Response templates exist for highest-volume intents.
- [ ] Baseline metrics captured: first response time, reopen rate, CSAT.
Execution sequence (5 steps)
- Intent taxonomy: classify incoming tickets into stable intent buckets.
- Router rules: auto-route low-risk intents to assisted responses.
- Escalation matrix: trigger human review for policy/risk-sensitive intents.
- FAQ mining loop: promote resolved high-frequency answers into reusable macros.
- Daily QA sample: manually review random routed tickets for quality drift.
Verification checkpoints
- 24h: first-response time improves without CSAT drop.
- 72h: reopen rate does not increase.
- 7d: repeated intents decline due to FAQ reuse.
Rollback condition: if CSAT drops or escalations are missed, revert affected intents to manual triage.
Expected output
A support automation packet with intent schema, escalation guardrails, and QA cadence.
Monetization readiness
Pair execution with:
- Intake checklist for scope and guardrails
- Batch checklist for controlled rollout
- Post-merge smoke for quality verification
Next steps
- Continue to conversion recovery if tickets indicate pre-purchase friction.
- Continue to order automation if ticket volume is mostly fulfilment-state confusion.