A.01 · Customer Support Agent
Every ticket, end to end, in your voice.
Handles repeat tickets in your voice, pulls order context, drafts sourced replies, and routes exceptions to the human who should own them.
// industry · I.01 · DTC + Ecom
Operators running a DTC brand on Shopify, Amazon, and a 3PL have the same problem at every revenue tier. Too many tools. Too many tickets. Too little visibility. We build agents that close those loops without adding headcount.
// the pain
Different revenue, same problems. Below is the short list of what we hear on every intake call.
Your one CS rep is drowning. Response time is 8+ hours. You can't justify another hire at this revenue level.
Someone reconciles Shopify, Amazon, and your 3PL by hand. Numbers go stale fast. Bad numbers ship bad POs.
You should be publishing weekly. You're publishing monthly, badly. The blog hasn't moved organic traffic in a year.
You see last month's numbers on the 15th of this month. Decisions made on six-week-old data are not decisions, they are guesses.
// sample playbook
A walkthrough of the build we would scope for a typical mid-size DTC operator. Real client work is further down the page.
A 22-person DTC brand. $3 to $15M annual revenue. Stack: Shopify, Klaviyo, Gorgias, a 3PL. Founder is in the weeds on inventory and CS while marketing slips.
Six hours a day reconciling inventory across three channels. CS queue grows faster than they can answer. SEO drafts sit half-written in a folder.
// the stack
Each one ships with the integrations you already run. Pick all three, or start with one and grow the fleet from there.
Handles repeat tickets in your voice, pulls order context, drafts sourced replies, and routes exceptions to the human who should own them.
SKU-level inventory pulls across Shopify, Amazon, and your 3PL on a 15-minute cadence. Drafts reorder POs. Flags channel drift before it costs you a stockout.
Picks topics that actually rank in 2026 (Google AI Overviews + ChatGPT search). Drafts in your voice with FAQ + schema baked in. Cites sources, won't hallucinate dosages or specs.
// timeline
Four steps. No drawn-out discovery. We talk, we scope, we build, you ship.
Ten-minute form. Cortland reads every one personally.
30-minute call, then a written scope back within 48 hours.
Agents wired to your stack. You review every output.
Agents in prod. Retainer takes over for tune-ups.
Builds start at $5,000, custom-quoted on the discovery call. Most DTC fleets sit in the Operator retainer band ($1,750/mo) post-launch.
// real client work
The proof case. Built for a real DTC operating workflow first, then rolled the playbook out to clients.
The client is an anonymized premium DTC consumables brand. DTC on Shopify, wholesale through reps, ads on Meta and Google, support through Gorgias, fulfillment through Veeqo. The founder was doing all of it. Customer service ate the mornings. Daily P&L took 90 minutes. SEO content went stale because there was no time to write. The choice was hire five people or build the team in software.
This is what an agent team should feel like. It gives the operator back office coverage without handing software the company. -- Cortland Cronk, anonymized DTC build
// FAQ
The four we get most often on the discovery call. If yours isn't here, ask it on the intake.
Only up to a cap you set per-order ($X). Above that, the founder approves. Default cap is $50, configurable per build.
Agents scale on Anthropic infrastructure. We pre-warm caches and rate-limit non-urgent agents during peak windows. No degradation in tested loads up to 10x normal Q4 traffic.
We watch the integration release notes and ship a fix before the change lands in production. This is what the monthly retainer covers.
We train it on your existing CS replies, marketing copy, and product pages. Then you approve the first 50-100 outputs before it starts auto-drafting. Drift is monitored monthly.
// next step
Tell us what's eating your week. Cortland reads every intake personally and gets back within 48 hours. The booking link to lock in a 30-minute call arrives after you submit.
Start the intake →