Shanna A.

I help 6 to 7 figure DTC eCommerce brands fix and scale their customer support systems✅ I am a CRM consultant specializing in Gorgias and Shopify, typically brought in when support volume is growing, systems feel fragile, or teams are struggling with consistency and efficiency. I design CX operations that reduce errors, lower ticket load, and create predictable customer journeys that drive loyalty and repeat business. Clients usually reach out when Gorgias is live but messy or underutilized, macros and rules are not actually reducing volume, agents lack clear structure or decision logic, or founders are still deeply involved in day to day CX. My approach is system first. I focus on building a strong operational foundation so support scales calmly and predictably instead of reactively. What I do✅ • Gorgias implementation and optimization including rules, views, tags, and integrations • Macro logic and decision tree design to reduce handling time and inconsistency • CX SOP creation and agent onboarding aligned to brand voice • Light CX leadership for teams of one to five agents including QA, structure, and reporting This work typically leads to faster response times, fewer escalations and refunds, more confident and independent agents, and a support operation that does not break as volume grows. How this usually looks✅ I audit your current setup, identify friction points, then rebuild or optimize Gorgias with clean workflows, smart automations, and clear escalation logic. Everything is documented so your team can operate independently without relying on tribal knowledge or constant founder input. Best fit✅ • Six to seven figure DTC brands in wellness, fashion, and housewares • Teams implementing Gorgias for the first time or cleaning up a patchwork setup • Founders investing in long term CX infrastructure rather than quick fixes If your support operation feels heavier than it should, reach out!