Welcome — Sophie, by Coldsilver

The customer-service inbox, but quiet.

Hello. Sophie is an AI customer-service agent for fashion DTC and ecommerce brands. She reads inbound email, looks up the order in Shopify, and replies as your brand — within minutes, around the clock, in a voice your customers recognize.

Pour a coffee. Have a look around.

What Sophie does

• Reads every inbound email. Refunds, returns, sizing, shipping, missing parcels, complaints. Sophie identifies the customer, the order, and the situation.
• Replies as your brand. Warm, specific, factual. Pulls real-time data from Shopify so she answers with the actual order status — never a "we'll get back to you."
• Negotiates returns gracefully. Sophie offers partial-refund-keep-the-item ladders that customers accept ~80% of the time — saving you return shipping, restocking, and chargeback risk.
• Escalates the right things. Lost parcels, abuse, regulatory threats, defects requiring a human call. Sophie attaches the full context and hands off to your team.

Why brands work with us

• Built around your voice. Sophie sounds like your team, not a chatbot. We learn your tone, your policy, your edges.
• Replaces ~1.25 FTE of customer-service work at ~50 cases/day, at a fraction of a salary.
• Fully audited. Every reply, every escalation, every refund offer is logged. You see exactly what happened and why.
• Reversible. Kill switch on your side. Always.

How a pilot works

• Week 1: Read-only connect to your Gmail and Shopify. Sophie drafts replies; your team reviews and sends.
• Week 2: One category goes live (e.g. "where is my refund").
• Weeks 3–4: We expand category by category. Your team owns the kill switch.
• Month 2: Full handover. We monitor weekly. You see the metrics.