Faster Support, Better Understanding: How AI Helps Us Help You

When your store has a problem, you want it sorted. You don't want to explain your entire setup from scratch, chase for updates, or wonder whether anyone actually read your message.

We've wired AI into our support process to fix those frustrations. Not to replace our team - they're still the ones solving your problems - but to make them faster and better informed when they do.

What happens when you raise a ticket

When you submit a support request, AI analyses it before anyone on our team even sees it. It figures out what type of issue you're reporting, how urgent it probably is, and pulls in relevant context from your history with us.

By the time one of our developers picks it up, they're not starting cold. They already know what platform you're on, what integrations you use, and what similar issues you've had before. That context used to take five or ten minutes to gather. Now it's instant.

For urgent stuff - site down, checkout broken, that kind of thing - AI flags it immediately. It doesn't sit in a queue behind someone asking about a font change.

No more "did you even read my message?"

We've all had that experience with support. You explain the problem in detail, hit send, and get a reply asking questions you already answered. It's infuriating.

AI helps us avoid that. It parses what you've told us and identifies what's missing, so our team can respond to what you actually said rather than asking you to start again.

This matters most for technical issues. If you mention a Magento error code, AI recognises it. If you describe a checkout problem, it knows to look at payment integrations. Our team gets pointed in the right direction before they even start typing.

Long ticket threads

Support tickets get messy. You reported something, we asked questions, you replied, there was an update, someone else got involved - suddenly there's a 20-message thread spanning two weeks.

When a team member picks up a ticket like that, they used to have to read through the whole thing to understand what was going on. Now AI generates a summary: what the original issue was, what's been tried, where things stand.

This is particularly useful when tickets get handed between team members, or when you come back to us after a gap. You shouldn't have to re-explain everything. You don't have to.

Your data stays protected

This is important. Before any ticket content goes to AI for analysis, personal information gets stripped out. Email addresses, phone numbers, payment details - all redacted before AI sees it.

The AI analyses the issue, not your private information. You can describe problems freely without worrying about where that data ends up.

Pattern recognition

One thing AI does well that humans don't: spotting patterns across multiple tickets.

If three different customers report similar checkout issues on the same morning, AI flags it. That might be a platform-wide problem, and we want to know about it before ten more people get in touch. It helps us be proactive rather than just reactive.

What this means in practice

From your side, you'll notice:

Faster responses, because our team doesn't have to spend time gathering context. They already have it.

Less repetition. You don't have to re-explain your platform, your setup, or your history every time you get in touch.

Smarter answers. More context means better diagnosis, which means quicker resolution.

And tickets don't slip through the cracks. AI ensures everything gets categorised, prioritised, and tracked properly. Whether you reach out at 9am or 9pm, whether your usual contact is around or not, the same standard applies.

Still very much human

To be clear: AI assists our support team, it doesn't replace them. You're talking to real developers who understand eCommerce, know Magento inside out, and genuinely care about getting things right.

What AI does is handle the grunt work. The reading-through-long-threads grunt work. The figuring-out-what-platform-they're-on grunt work. The pulling-up-their-history grunt work.

Our team's judgment and expertise remain central. AI just removes the friction that used to slow them down.

Already benefiting

If you're a customer, this is already running on every ticket you submit. You might have noticed response times improving - this is part of why.

If you're not a customer yet, this is part of what you get with us. Support that's actually responsive, backed by technology that makes it possible.

Get in touch if you want to see how it works.