Ecommerce customer support services are the difference between a store that answers in hours and one that answers in “sorry for the delay.” We take over the helpdesk — the queues, the macros, the automations, the reporting — so store owners get their evenings back without customers noticing a handover.
Unusually for a support partner, we sit inside a development and security team. When the tickets keep saying the same thing, we can fix the store, not just apologize for it.
Gorgias helpdesk management
We set up and run Gorgias for Shopify and WooCommerce stores: inbox and channel setup, intent and automation rules, macros for the questions that repeat, tagging that makes reports honest, and views that show where tickets really come from. Existing Gorgias accounts get a cleanup before anything new is added.
Richpanel support specialists
On Richpanel we build the self-service scenarios that deflect the “where is my order” tide, route what remains to the right agent, and keep the workflows tidy. Moving from email or another helpdesk? We migrate the queue without losing open conversations.
Macros, automation rules & SLA-driven queues
Good support runs on boring discipline: macros written in your brand’s voice, automation that never answers what it should escalate, and queues worked against agreed SLA targets rather than whoever shouts loudest. You see the response-time numbers we work to — and when we hit them.
CSAT & reporting for store owners
Every month you get the numbers that matter: ticket volume by cause, first-response and resolution times, and CSAT. The “by cause” part is the lever — it tells us which product page, policy, or checkout bug to fix next.
The store fixes behind the tickets
A helpdesk inside a software house can close loops other agencies cannot. Recurring complaints route straight to WordPress and WooCommerce development, and anything that smells like fraud or a breach goes to website security — the same company, the same day.
How the work runs
- We read your current queue and note what repeats.
- Macros, automations, and escalation rules are agreed with you.
- We take over the queue against SLA targets, in your brand voice.
- Monthly reporting: volume by cause, response times, CSAT.
- Recurring causes get fixed by our developers, not re-apologized for.
What’s included
- Gorgias setup, cleanup, and daily management
- Richpanel scenarios, routing, and workflows
- Macro and automation-rule library in your voice
- SLA-driven queue management
- Monthly CSAT and ticket-cause reporting
- Direct line to store developers for root fixes
Why iFinity Hub
Founder-led since 2020, with 900+ customers in 15+ countries and a 5/5 rating on the client reviews we publish. Security work is led by a consultant with a Master’s in Cybersecurity, and we reply within one business day, Pakistan office hours — the person who answers is the person who does the work.
FAQ
E-commerce Support questions
We run your store’s helpdesk: answering and triaging tickets, building macros and automation rules, keeping SLA-driven queues under control, and reporting CSAT — so customers get answers while you run the business.
Yes. We manage Gorgias helpdesks end to end: inbox setup, macros, automation and intent rules, tagging, and the reporting views that show where tickets actually come from.
Yes. We set up and operate Richpanel for stores — self-service scenarios, routing, and agent workflows — and we can migrate a queue from email or another helpdesk without losing open conversations.
Yes. We start by reading your current tickets, write macros for the questions that repeat, agree escalation rules for the ones that should reach you, and then run the queue against agreed response-time targets.
That is the point of doing support inside a development team. When tickets keep saying the same thing — a broken checkout, a confusing product page — our WordPress and security people fix the cause, not just the symptom.
Store owners can read what clients say about working with us, or book a helpdesk review — send the store URL and current ticket volume.