Summary
Business Challenge
A customer can be ready to buy while the team is still chasing the details.
- Custom inquiries go cold. Consultants collect specs across several messages, then check stones with suppliers before quoting.
- High-value orders wait. The COO gathers payment, customer and shipping data manually before deciding whether to ship.
- Prices lag the metal market. Repricing is a monthly spreadsheet pass, so when gold moves, the store keeps selling at old prices for weeks. Lab-grown and treatment disclosures also vary across listings.
- Service requests lose their trail. Resizing and repair requests move between the inbox and the workshop with no clear owner.
What We Did
Four agents:
1
Custom Order Desk
Picks up custom inquiries from the site, email, chat and Instagram, asks for the missing specs and drafts quote options with matching stones for a consultant. It checks each stone’s availability with the supplier before quoting and again at deposit. After the customer approves the CAD, the desk tracks casting, setting and QC as the workshop confirms each stage.
2
High-Value Order Review
When Shopify Flow flags an order over $2,500, it builds one review packet from customer history, payment risk signals and shipping details. The COO decides whether to ship, hold or cancel, and approved orders ship insured with a signature required. If a chargeback comes in, the agent assembles the evidence for the dispute.
3
Catalog and Pricing
Drafts listings from grading-report data and flags lab-grown and treatment disclosure gaps. It checks the gold price daily and, after a 3% move, prepares a repricing batch for every variant with the margin impact. A merchandiser approves every listing and price change; if report data is missing, the field stays empty and the listing waits.
4
Post-Purchase Service
Answers order-status questions in Gorgias from live Shopify and carrier data. Resize, repair and return requests become tracked cases, and staff approve costs and refunds after inspection. Appraisal requests go to a qualified partner, and the agent never states value or authenticity. Everything else gets a drafted reply for a rep to send.
