DTC Ops

Backend/CS
Founder @ with MUD/WTR, Factor75.
DM me "CS" for a free, in-depth store audit. (I don't have a setter.)

[DTC Ops @DTCopss]

One Shopify brand's last 14 days on Kolton:

79% of customer tickets resolved without a human touching them.

63 hours of CS & Sales Rep work handed back to the team.

Email, web chat, DMs, comments, one agent across all of it.

[DTC Ops @DTCopss]

You do not have to automate everything to make support better.

Psycho Bunny’s story puts the focus on useful automation. Kolton brings an AI agent, human support and an account manager together, so someone keeps improving the setup while you run the store. Explore Kolton at https://t.co/puwnAZ8I2P.

#Ecommerce #Shopify #CustomerExperienceYou do not have to automate everything to make support better.

Psycho Bunny’s story puts the focus on useful automation. Kolton brings an AI agent, human support and an account manager together, so someone keeps improving the setup while you run the store. Explore Kolton at https://t.co/puwnAZ8I2P.

[DTC Ops @DTCopss]

Me trying 12 Shopify apps to replace the one support agent I said was “too expensive.”

[DTC Ops @DTCopss]

1,539 customer messages to one Shopify store on Kolton:

70% Instagram DMs
17% Messenger
13% email

#1 question in the DMs: "how much is it?"

Most helpdesks are built for the 13%.

[DTC Ops @DTCopss]

A membership needs to work beyond the headline revenue.

This coffee-shop story offers an experiment for refillable products: make the saving clear, offer useful extras and measure what remains after product and shipping costs. Would your customers come back for it?

#Ecommerce #Shopify #CustomerExperienceA membership needs to work beyond the headline revenue.

This coffee-shop story offers an experiment for refillable products: make the saving clear, offer useful extras and measure what remains after product and shipping costs. Would your customers come back for it?

[DTC Ops @DTCopss]

@oderajoseph I'd edit it if fulfillment hasn't started. Having to pay again and wait for the first payment back just to fix a typo would piss me off as a customer.

[DTC Ops @DTCopss]

the loyal community i built the second the 40% off code expired

[DTC Ops @DTCopss]

Mastercard rule for new merchants (under 6 months, 500+ transactions a month):

Refunds + chargebacks above 5% of purchases over 30 days = your processor has to investigate you within 72 hours.

Refunds count too.

Launching a store for Q4? Read that twice.

[DTC Ops @DTCopss]

Check what arrives—not just what the preview shows.

Before sending a campaign, test the actual message on a real phone. Check the store name, offer and destination link. A tiny internal test can catch a very public mistake.

[DTC Ops @DTCopss]

@olimabane Did those 1,400 reviews turn up a reason people were buying that the brand hadn't thought of?

[DTC Ops @DTCopss]

The Shopify founder after closing 80 unanswered tickets and calling it “support optimization.”

[DTC Ops @DTCopss]

@EmailEngineers Can't post this and leave out the email, now I want to see what you sent

[DTC Ops @DTCopss]

"I pay $0 for Shopify apps. I vibe-coded my own in an hour each."

Congrats on the new job. You're now the on-call engineer for your checkout.

The app fee was never for the code. It was for someone else being awake when it breaks.

Real vibe check is Black Friday.

[DTC Ops @DTCopss]

Your next product improvement may be hiding in a complaint.

Native’s story is a reminder to group recurring feedback and test fixes with customers. What keeps stopping the second purchase? Start there before ordering the next batch.

[DTC Ops @DTCopss]

me asking chatgpt if deleting my shopify store deletes the taxes too

[DTC Ops @DTCopss]

USPS holiday prices went live on 4 Oct. Up to $18.20 more per package, until 17 Jan. FedEx and UPS add their own peak surcharges on top.

Your "free shipping" banner didn't get the memo.

Christmas cut-off for Ground Advantage: 17 Dec. Put it on your product page now.

[DTC Ops @DTCopss]

@ryanmurphy1800 Did they tell you what you supposedly did or just leave you with 'community standards'?

[DTC Ops @DTCopss]

@gahamel Shopify staying flat while everyone celebrates Snapchat would make for an awkward Monday call.

[DTC Ops @DTCopss]

@Bastien_Manolo Do you book these by email first? An unexpected call from a store would have me wondering what they're trying to sell me.

[DTC Ops @DTCopss]

@adriantheboz How long do you give it once customers are already used to the code? I'd expect some to sit there waiting for an offer that isn't coming.

[DTC Ops @DTCopss]

A happy customer does not always mean a closed case.

The lesson from this chargeback story: assign an owner to the follow-up and track the outcome. Make sure your support process distinguishes a reassuring message from a resolved dispute.

#Ecommerce #Shopify #CustomerExperienceA happy customer does not always mean a closed case.

The lesson from this chargeback story: assign an owner to the follow-up and track the outcome. Make sure your support process distinguishes a reassuring message from a resolved dispute.