Sam — we walked through Driftwood's last 90 days of post-purchase. Here's what we'd build.
Customer service ticket volume runs ~400/week; 70% are "where's my order" or "how do I use this" questions
Two FTEs answer the same questions every week. Real complaints get buried under tracking links.
Returns processing requires manual SKU lookup, photo review, and refund issuance across Shopify + ShipStation + Stripe
Each return takes 8 minutes; volume is ~120/week — that's 16 hours of senior CX time gone every week.
Email flows (welcome, post-purchase, win-back) are mostly generic; personalization stops at first-name merge
Open rates flatline after first send. Re-purchase cycle drifts longer because nothing prompts the right next product at the right time.
Inventory forecasting for next-90-days SKU runs lives in one founder-built spreadsheet
When the founder is on vacation, you can't answer "should we promo X?" Decisions wait or get made on gut.
The DTC brands that survive CAC inflation aren't the ones with the cheapest acquisition — they're the ones whose post-purchase loop is so good that LTV grows faster than CAC. Most brands obsess over the wrong half of the equation.
We set up a workspace that owns the boring 70% of post-purchase: triage, returns, personalized email, inventory math — so your team focuses on the products and the customers who matter most.
We configured 4 agents for Driftwood Co.. Each one knows your world.
Triage Agent
Reads every CX inbox + Instagram DM + Tidio chat, answers tracking + how-to questions in seconds, escalates real complaints with context
Returns Coordinator
Takes a return request, looks up SKU + order, validates condition from photo, processes refund or exchange across Shopify + Stripe — under 90 seconds end-to-end
Email Personalizer
Picks the right post-purchase email per customer based on what they bought, when they're due to re-buy, and what other customers like them tried next
Inventory Brain
Forecasts SKU demand from the last 12 months + current marketing calendar; flags reorder dates, over-stock risks, and SKUs ripe for promo
Because I know Driftwood Co.'s world, I can:
Cut CX ticket-handle time from 8min to under 90s for the routine 70%
Reclaim ~80 hrs/week of CX time; agents focus on real customer relationships
Process 95% of returns end-to-end in under 2 minutes
Customer satisfaction climbs because the refund is faster than the next brand's
Send the right email at the right time, customer-by-customer
Re-purchase rate climbs 2-4 points; email becomes a real revenue channel again
Answer "should we promo X?" in 30 seconds, not 30 minutes
Marketing decisions stop waiting for the founder; LTV grows faster than CAC
Driftwood's products are great. The post-purchase loop should match. Want to see it run itself?
This page was made for Sam at Driftwood Co..