Brandwise - AI-powered customer support automation for ecommerce businesses

Why Your Ecommerce Customer Support Needs a Revolution

Every ecommerce brand knows this scenario too well: a customer messages on Instagram about a delayed shipment, another emails about a return, and someone else asks about sizing through live chat—all within the same hour. Your support team scrambles between platforms, copying and pasting order details, while response times slip and customers get frustrated.

This is the daily reality for ecommerce support teams. The chaos of managing multiple channels—Email, Live Chat, Facebook, Instagram, TikTok—creates inefficiencies that hurt both your team and your customers. Repetitive questions about order status, shipping delays, and returns consume hours that could be spent on complex issues that truly need human attention.

Brandwise changes this equation entirely. We're not just another AI chatbot that spouts automated responses. We're the first AI customer support agent that actually completes actions for you—processing address changes, tracking shipments, handling refunds—without you ever needing to lift a finger.

Our platform brings everything into one unified inbox while giving you AI agents that don't just reply but actually solve problems. Connect your Shopify store, and our AI can view orders, process refunds, and check shipping status in real time. The result? Your team focuses on high-value interactions while Brandwise handles the routine work that traditionally consumed 80% of support time.

Hundreds of global brands trust Brandwise to power their customer support, including names like Mugsy, Pink Boutique, Obvi, Rowen, Monos, Dose, and even Michael from the BBC. What unites them is a shared frustration with fragmented support tools—and a desire to fix it.

Here's what makes us different: our founding team built DTC brands ourselves. We've lived the pain of scaling support alongside revenue, watched our teams get buried under repetitive queries, and knew there had to be a better way. Brandwise is that better way—built by people who understand exactly what ecommerce brands need.

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What Brandwise Actually Does

The best way to understand Brandwise is to think of it as adding highly trained team members who never sleep, never get frustrated, and handle the repetitive work that burns out your human agents.

One Inbox, Every Channel

Your customers don't care which platform they use—they just want answers. With Brandwise's Unified Inbox, you see every email, live chat conversation, Facebook message, Instagram DM, and TikTok comment in a single, real-time dashboard. Multiple team members can work the same inbox simultaneously, with messages instantly synced across your entire operation. No more logging into five different apps to figure out what a customer already asked somewhere else.

AI That Actually Solves Problems

This is where Brandwise separates itself from the pack. Most "AI support" tools just generate auto-replies. Brandwise's AI agents are different—they take action. When a customer asks about their order, Brandwise's AI queries your Shopify store directly, retrieves the real-time status, and provides an accurate answer. When someone requests a return, the AI can process it based on your return policy. Address change? The AI updates it in your system. This isn't hypothetical—it's happening right now for brands handling thousands of inquiries weekly.

Your Brand, Your Voice

Every brand has its own personality, and your AI should reflect it. Brandwise lets you customize how your AI sounds and responds, so customers get the same consistent experience they'd expect from your best human agent. Our AI-powered intent recognition understands what customers actually mean—not just keywords—and routes conversations appropriately.

Social Media Without the Headaches

Managing social comments and DMs for ecommerce is overwhelming. Brandwise's Social Inbox brings Facebook, Instagram, and TikTok into your unified dashboard, but it goes further: our AI Comment Moderation automatically hides negative comments and spam in real time. This protects your ad spend (Facebook penalizes brands with poor engagement rates) and shields your brand reputation from bad-faith attacks.

Shopify Integration That Actually Works

We built Brandwise with Shopify merchants front and center. Connect your store once, and your support team can view complete order history, process refunds, check fulfillment status, and update customer details—all without switching apps. Order information syncs in real time, so your team always has the latest data.

Smart Labels and Automated Workflows

Brandwise automatically categorizes conversations using Smart Labels, so urgent issues get flagged while routine inquiries are handled by AI. You can build custom automation workflows that handle common scenarios like order status checks, return authorization, or FAQ responses. Think of it as training your AI the way you'd train a new employee—set rules, refine over time, keep human oversight where you want it.

Obie Insights: Data That Drives Decisions

Beyond individual conversations, Brandwise analyzes your entire feedback universe. Obie Insights scours thousands of customer reviews and support conversations to identify recurring themes, common questions, and emerging issues. This isn't just data for data's sake—it tells you what to fix in your product, what to clarify on your website, and where your support team needs more resources.

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Who Benefits Most from Brandwise

Brandwise works across the ecommerce spectrum, but certain teams and scenarios see the most dramatic improvements. Here's how different types of brands can leverage the platform.

DTC Brands Managing Multiple Channels

If you're a direct-to-consumer brand selling across your website, Instagram, TikTok, and marketplaces, you're probably drowning in message notifications. Brandwise's Unified Inbox becomes your mission control. Connect all your channels once, and your team works from a single dashboard. The AI handles common inquiries automatically, and your team sees context from previous conversations regardless of which channel they came through.

Real impact: Brands with 3+ customer support team members typically see 50-70% of routine inquiries resolved by AI, freeing human agents for complex issues that require empathy and creative problem-solving.

Shopify Stores Processing High Volume

For Shopify merchants handling 100+ orders daily, the integration alone is worth it. Your support team stops wasting time logging into Shopify to check order status or processing refunds manually. Brandwise's AI accesses your store data directly, pulling real-time order information, shipping status, and customer history. Refunds, address updates, and order modifications happen within the platform.

Social Media-Heavy Brands

If your customer acquisition relies heavily on Facebook ads, Instagram shopping, or TikTok content, you're vulnerable to comment spam, negative reviews, and competitor sabotage. Brandwise's AI Comment Moderation protects you 24/7 by automatically hiding inappropriate comments while you focus on authentic customer interactions.

Tip: For DTC brands just starting out, prioritize connecting your Shopify store first, then add social channels one at a time. Configure 2-3 simple automation rules initially—order status checks, shipping delays, return requests—and expand as your team gets comfortable.

###跨境电商与多语言需求

Operating globally means supporting customers who speak different languages. Brandwise's multilingual support and real-time translation capabilities mean your English-speaking team can effectively support customers across time zones and languages—without hiring native speakers in every market.

数据驱动的运营团队

If your team uses customer feedback to inform product decisions and marketing strategy, Obie Insights transforms how you understand your customers. Instead of manually reading through thousands of reviews, the AI surfaces patterns: customers consistently asking about a product feature, confusion around shipping times, recurring complaints about packaging. These insights directly inform what to fix, what to promote, and where to invest.

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Getting Started with Brandwise

One of the most common concerns about switching support platforms is the migration hassle. We've heard this from dozens of brands who've tried other tools and given up due to complex setup. Brandwise is different—we've baked in simplicity from day one.

The Signup Process

Head to app.brandwise.ai/signup and create your account. No credit card required for the 7-day free trial, and you get full access to every feature during this period. This isn't a limited demo—you're testing the actual product your team will use.

Connecting Your Data

The typical setup follows this sequence:

1. Connect your Shopify store (or other ecommerce platforms). Our one-click integration pulls in your product catalog, order history, and customer data.

2. Configure your AI agent. Define your brand voice, set up response templates for common scenarios, and establish your automation rules. You can start simple—order status, shipping inquiries, return policies—and add complexity as you go.

3. Integrate your channels. Add email, live chat, and social accounts one by one. Messages start flowing into your Unified Inbox immediately.

4. Set automation rules. Define which inquiries the AI handles autonomously versus which require human attention. You remain in complete control—every automation is adjustable.

Timeline to Value

Most brands see meaningful results within the first week: connecting channels takes 1-2 days, initial AI configuration another day or two, and by day 5-7 you're handling real customer conversations with AI assistance. The learning curve is gentle because we designed the interface for support teams, not engineers.

Support When You Need It

Our help center at help.brandwise.ai has step-by-step guides for every feature. If you hit a roadblock, reach out to contact@brandwise.ai or join our Discord community to connect with other brands and our team directly.

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Pricing That Makes Sense

We believe in transparent, predictable pricing. No hidden fees, no surprise overage charges, no complicated tier structures that require a spreadsheet to understand.

Plan Comparison

Understanding AI Credits

AI credits power Brandwise's automation capabilities—each conversation handled, processed, or analyzed by AI consumes credits. The Enterprise plan's 32,000+ credits handle approximately 5,000-8,000 AI-assisted conversations monthly, depending on conversation complexity. Most growing brands start with Standard and upgrade when they hit consistent usage thresholds.

Free Trial Details

The 7-day free trial lets you test the full platform—no limitations, no credit card required. This is your chance to connect real data, run actual customer conversations through the system, and measure the impact before committing.

Migration Support

Switching from another platform? We offer one-click migration assistance. Our team handles the transfer so your existing conversations, customer data, and settings come over without interruption. You stay focused on customers while we handle the technical side.

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Frequently Asked Questions