💬
Email & Chat
Daily ticket handling across your helpdesk of choice, including CommSlayer.
Trained Ecommerce Support Agents
Every Customer Message Answered. Every Order Tracked. Every Day.
Ravel Groups gives your store a trained support team that responds fast, resolves tickets correctly, and keeps customers happy — without you hiring, training, or managing anyone.
< 2 hrsTypical first response time
48 hrsTime to go live
0Tickets you have to touch
Platforms & tools we work in:
ShopifyWooCommerceAmazonTikTok ShopEtsyGorgiasZendeskFreshdeskCommSlayerPayPal Disputes
Where Support Breaks Down
Growth Outpaces Founder-Led Support Fast
More orders mean more tickets. Somewhere between the first hundred and the first thousand, replies get slower, refunds sit longer, and the inbox becomes the thing running your day instead of the business.
📩
Tickets outpace your time
Every ad push brings more "where is my order" and refund requests than you can personally answer.
⏳
Replies slip from hours to days
A backlog on Friday becomes a backlog that follows you into next week.
😠
Slow replies become bad reviews
Customers who wait too long escalate to public reviews, chargebacks, or churn.
🧩
No SOPs, no consistency
Without documented workflows, every reply depends on whoever happens to answer.
What Actually Changes
Your Inbox Stops Being Your Problem
A trained team handles the day-to-day, so the outcomes below are what you actually notice — not just a support headcount on paper.
Response Time
Fast, consistent replies
Customers get answered in hours, not days — even on your busiest sale days.
Order Accuracy
Tracking & updates handled
Every "where is my order" gets checked against real tracking data before it's answered.
Your Time Back
You stop being support
No more jumping into the inbox between meetings — you focus on growth, not tickets.
Consistency
SOP-backed replies
Every agent follows the same documented workflow, so quality doesn't depend on who's on shift.
Escalation Control
Sensitive actions stay yours
Refunds, reships, and discounts route through an approval step before anything is processed.
Visibility
Daily reporting
You get a summary of tickets, escalations, and open issues — not a full inbox to dig through.
The Numbers
What Response Time Actually Looks Like
Illustrative first-response times for a typical growing store, before and after adding a trained support team.
Before
With Ravel Groups
Before / After
What a Week Looks Like With Ravel Groups
Before
- Tickets pile up over the weekend
- Refund requests sit unanswered for days
- You're checking Gorgias between calls
- Angry customers escalate to chargebacks
- No record of what was promised to whom
After
- Tickets answered daily, weekends included
- Refunds reviewed against policy within hours
- You get a daily report instead of a full inbox
- Disputes handled with evidence ready to submit
- Every reply logged and consistent across agents
What We Handle
Support, Orders, Refunds, and Daily Operations
🛒
Order Management
Lookups, edits, cancellations, and customer-facing status updates.
🚚
Tracking Updates
Delivery checks, delayed fulfillment replies, and proactive follow-ups.
↩️
Refunds
Policy-based reviews with an escalation step before anything processes.
📦
Returns & Exchanges
Missing item, damaged item, and replacement support end-to-end.
🧾
Chargebacks
PayPal and card dispute evidence, timelines, and response drafts.
🤝
Supplier Follow-Ups
Fulfillment checks, batch updates, and internal coordination notes.
🎧
Helpdesk Setup
Gorgias, Zendesk, Freshdesk, and CommSlayer macros, tags, and views.
⚙️
App Support
Subscriptions, reviews, tracking apps, and other storefront tools.
📊
Daily Reports
Ticket counts, escalations, and open issues — one summary, every day.
What Makes Us Different
Hand Off the Workload. Go Find the Next Opportunity.
You didn't start this business to spend your day answering refund emails. Ravel Groups takes the daily workload off your plate completely, so that time goes toward what actually grows the business.
🧩
Full handoff, not just tickets
Order management, refunds, disputes, and reporting — the whole operation, not a partial slice of it.
🛍️
Built for ecommerce, not generic support
Trained specifically on Shopify, Gorgias, Zendesk, and CommSlayer — not a call center that also happens to do ecommerce.
🔐
Escalation control stays with you
Refunds, reships, and discounts require your sign-off, so you gain time without losing control.
🔄
Flexible, not locked in
Shared or dedicated, scale up or down anytime, with no long-term contracts.
How We Compare
Why Ravel Groups Over the Alternatives
Capability
Doing It Yourself
Generic Outsourcing
Ravel Groups
Ecommerce-specific training
—
Rarely
✓
Works inside Gorgias / Zendesk / CommSlayer
Manual
Often forces their tool
✓
Escalation approval before refunds/reships
✓ (it's you)
Rarely offered
✓
Live within 48 hours
—
Often weeks
✓
No long-term contract
✓
Often locked in
✓
Daily reporting & visibility
Manual
Rarely
✓
How It Works
Live on Real Tickets Within 48 Hours
We Learn Your Store
Products, policies, shipping timelines, refund rules, and support tone — documented before we touch a single ticket.
We Set the Workflow
Macros, tags, SOPs, and escalation rules configured inside your existing helpdesk, whether that's Gorgias, Zendesk, or CommSlayer.
We Handle It Daily
Agents work real tickets with team lead oversight, and you get a daily report instead of a full inbox.
FAQ
Quick Answers Before You Start
What actually changes for my customers?
Reply times drop from days to hours, tracking questions get checked against real data instead of guesses, and refund or return requests move through a consistent, policy-based process instead of sitting in a backlog.
Which helpdesks do you work in?
Gorgias, Zendesk, Freshdesk, Shopify Inbox, Intercom, CommSlayer, and plain Gmail or Outlook inboxes. We set up inside whatever you're already using.
Will sensitive actions require my approval?
Yes. Refunds, reships, replacements, and discounts can be restricted to require your sign-off before anything is processed.
How fast can we go live?
Most stores are live on real tickets within 48 hours of sign-up, after we document your policies and set up the workflow.
Can I start shared and move to a dedicated agent later?
Yes. Shared support is a flexible starting point, and you can move to a dedicated agent as ticket volume grows.
What happens after the 7-day trial?
We review what was handled together and recommend the right shared or dedicated setup. There's no pressure to continue.
Ready to See It Working?
Stop Being the Support Team for Your Own Store
Ravel Groups adds trained ecommerce support capacity so your inbox stops running your day.
Free 7-Day Trial
See the Difference in Your Own Inbox
Tell us about your store. We'll set your team up on real tickets within 48 hours — no credit card, no contract.
Start My Free Trial
We'll reply within 24 hours with your setup plan.