RelayDesk

How it works

Plans

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— Customer support for Shopify brands

Support that sounds like your brand wrote it.

Support that sounds like your brand wrote it.

RelayDesk is an outsourced support team for Shopify brands. We answer your email and chat inside your helpdesk, in your voice, so you can stop living in the inbox.

Book a 20-minute review

Book a 20-minute review

See plans ↓

REPLYING AS

Your brand?

Switch brands: same customer, same problem.

EXAMPLE · FICTIONAL BRANDS AND AGENTS

F&F

Fern & Field Support

● ONLINE · FIRST REPLY UNDER 4H

MAYA · 14:02

Hi, my order #4821 says delivered but it isn’t here. It’s a birthday gift for Saturday.

THE USUAL OUTSOURCED REPLY

Dear Customer, We apologize for the inconvenience. Please allow 24–48 hours for your package to arrive. If you have any further questions, please do not hesitate to contact us.

REWRITTEN IN YOUR VOICE · 16:09

Hi Maya, oh no, not with a birthday on Saturday. I checked with the courier: it was marked delivered at 2:14pm, but the drop-off pin is two doors down. I’ve already sent a replacement by express, so it’ll reach you Friday. If the first one turns up, keep it as our treat.

Sam at Fern & Field

Hi Maya, oh no, not with a birthday on Saturday. I checked with the courier: it was marked delivered at 2:14pm, but the drop-off pin is two doors down. I’ve already sent a replacement by express, so it’ll reach you Friday. If the first one turns up, keep it as our treat.

Sam at Fern & Field

Write a reply…

Fern & Field

FICTIONAL BRAND · VOICE: WARM, UNHURRIED · SET IN NEWSREADER

Sam, Jess and Dev are RelayDesk agents, each writing as the brand they support. Your customers only ever hear from you.

01 · TONE

Uses her name and the reason it matters.

02 · KNOWLEDGE

Checks order and courier facts first.

03 · JUDGEMENT

Solves it in one message, within your rules.

REPLYING AS

Your brand?

Switch brands: same customer, same problem.

EXAMPLE · FICTIONAL BRANDS AND AGENTS

F&F

Fern & Field Support

● ONLINE · FIRST REPLY UNDER 4H

MAYA · 14:02

Hi, my order #4821 says delivered but it isn’t here. It’s a birthday gift for Saturday.

THE USUAL OUTSOURCED REPLY

Dear Customer, We apologize for the inconvenience. Please allow 24–48 hours for your package to arrive. If you have any further questions, please do not hesitate to contact us.

REWRITTEN IN YOUR VOICE · 16:09

Hi Maya, oh no, not with a birthday on Saturday. I checked with the courier: it was marked delivered at 2:14pm, but the drop-off pin is two doors down. I’ve already sent a replacement by express, so it’ll reach you Friday. If the first one turns up, keep it as our treat.

Sam at Fern & Field

Hi Maya, oh no, not with a birthday on Saturday. I checked with the courier: it was marked delivered at 2:14pm, but the drop-off pin is two doors down. I’ve already sent a replacement by express, so it’ll reach you Friday. If the first one turns up, keep it as our treat.

Sam at Fern & Field

Write a reply…

Fern & Field

FICTIONAL BRAND · VOICE: WARM, UNHURRIED · SET IN NEWSREADER

Sam, Jess and Dev are RelayDesk agents, each writing as the brand they support. Your customers only ever hear from you.

01 · TONE

Uses her name and the reason it matters.

02 · KNOWLEDGE

Checks order and courier facts first.

03 · JUDGEMENT

Solves it in one message, within your rules.

REPLYING AS

Your brand?

Switch brands: same customer, same problem.

EXAMPLE · FICTIONAL BRANDS AND AGENTS

F&F

Fern & Field Support

● ONLINE · FIRST REPLY UNDER 4H

MAYA · 14:02

Hi, my order #4821 says delivered but it isn’t here. It’s a birthday gift for Saturday.

THE USUAL OUTSOURCED REPLY

Dear Customer, We apologize for the inconvenience. Please allow 24–48 hours for your package to arrive. If you have any further questions, please do not hesitate to contact us.

REWRITTEN IN YOUR VOICE · 16:09

Hi Maya, oh no, not with a birthday on Saturday. I checked with the courier: it was marked delivered at 2:14pm, but the drop-off pin is two doors down. I’ve already sent a replacement by express, so it’ll reach you Friday. If the first one turns up, keep it as our treat.

Sam at Fern & Field

Hi Maya, oh no, not with a birthday on Saturday. I checked with the courier: it was marked delivered at 2:14pm, but the drop-off pin is two doors down. I’ve already sent a replacement by express, so it’ll reach you Friday. If the first one turns up, keep it as our treat.

Sam at Fern & Field

Write a reply…

Fern & Field

FICTIONAL BRAND · VOICE: WARM, UNHURRIED · SET IN NEWSREADER

Sam, Jess and Dev are RelayDesk agents, each writing as the brand they support. Your customers only ever hear from you.

01 · TONE

Uses her name and the reason it matters.

02 · KNOWLEDGE

Checks order and courier facts first.

03 · JUDGEMENT

Solves it in one message, within your rules.

— How it works

Two weeks to sound like you.

We don’t start answering until you’ve approved how we write.

01

Learn your voice

Week 1

We read your recent replies, your site and any tone guide, then write a one-page voice sheet for you to approve.

02

Set the rules

Week 2

Macros, refund limits, and what always comes to you. Nothing goes out that breaks them.

03

Go live

Ongoing

We answer inside your helpdesk. Every Monday you get a short report on what customers asked about.

VOICE SHEET · FERN & FIELD · v1

DRAFT

SAMPLE

WE SOUND LIKE

A friend who works in the shop. Warm, specific, never stiff.

WE SAY

oh no

I’ve checked

keep it as our treat

WE NEVER SAY

We apologize for the inconvenience

per our policy

REFUNDS

Under $60, agent decides. Over $60, it goes to you.

SIGN-OFF

First name + “at Fern & Field”

✓

Approved by you before we answer a single ticket.

— Our commitments

Terms you can hold us to.

< 4h

First reply

During your coverage hours, every email and chat gets a first reply within four hours.

Monthly

No annual contract

Stay because it works; leave with 30 days’ notice.

Weekly

An insight report

Top questions, product issues and refund reasons, so feedback doesn’t get lost with us.

1 in 20

Quality checks

We review one in every twenty conversations against your voice sheet.

MONDAY REPORT · WEEK 14

SAMPLE DATA

FERN & FIELD

412
412
412

TICKETS ANSWERED

1h 52m
1h 52m
1h 52m

MEDIAN FIRST REPLY

TOP QUESTIONS

Where’s my order?

38%

Sizing

21%

Returns

14%

REFUND REASONS

Arrived damaged

9

Wrong item

4

PRODUCT FLAG

“3 customers say the 8oz lid cracks in transit.”

Concept terms for a fictional service.

— Plans

Priced per team, not per ticket.

Starter

Starter

Email support, business hours, up to ~600 tickets a month

Email support, business hours, up to ~600 tickets a month

from $1,200/mo

from $1,200/mo

from $1,200/mo

RECOMMENDED FOR MOST BRANDS

Dedicated agent

Email + chat, one named agent who learns your brand

Email + chat, one named agent who learns your brand

from $1,800/mo

from $1,800/mo

from $1,800/mo

Book a 20-minute review

Book a 20-minute review

Team

Team

Extended hours, two or more agents, multiple stores

Extended hours, two or more agents, multiple stores

from $4,200/mo

from $4,200/mo

from $4,200/mo

Month-to-month. Setup included. Prices are concept terms.

Book a 20-minute support review.

We’ll look at a week of your tickets and tell you honestly whether outsourcing makes sense yet.

— What happens next

01

Share a sample of last week’s tickets.

02

We read them and mark where your voice slips.

03

A 20-minute call where we tell you honestly whether outsourcing makes sense yet.

Name

Work email

Store URL

Tickets per month

Helpdesk

Concept project. This form doesn’t send anything.

— What happens next

01

Share a sample of last week’s tickets.

02

We read them and mark where your voice slips.

03

A 20-minute call where we tell you honestly whether outsourcing makes sense yet.

— Questions

RelayDesk

RelayDesk is a fictional brand created for a design case study. No real clients, prices or results are shown.

By Carlos ↗ · Made with Claude in Framer

By Carlos ↗ · Made with Claude in Framer

Create a free website with Framer, the website builder loved by startups, designers and agencies.