Hoop

Overview

Hoop is an AI customer support tool designed for Shopify brands. It connects to your helpdesk and Shopify store, analyzes your ticket history, and drafts replies that match your brand voice. Your team reviews, edits, or rejects each draft, and every correction trains Hoop to be more accurate. You start in sandbox mode, testing on real tickets without sending anything live, then turn on automation one workflow at a time, starting with WISMO, then returns, then sizing.

Key Features

Sandbox Mode: Test AI-generated replies on real tickets without sending anything to customers. See exactly what Hoop would say before going live, so you stay in full control.
Brand Voice Learning: Hoop studies your ticket history, tone, and policies from day one. Every edit your team makes teaches it to write more like your best support agent.
Gradual Workflow Automation: Start with WISMO (Where Is My Order) queries, then expand to returns, sizing, and other workflows at your own pace. You decide when each workflow goes live.
Draft-First Approach: Every AI response starts as a draft your team can approve, edit, or reject. Nothing reaches a customer until you say so.
20-Minute Setup: Connect your helpdesk and Shopify store, and Hoop analyzes your ticket history to learn your most common inquiries, voice, and policies without prompt engineering.
Helpdesk Integrations: Plugs directly into Gorgias and Zendesk, fitting into your existing support stack.
Continuous Accuracy Improvement: Each team correction feeds back into the model. Accuracy improves over time as Hoop absorbs more of your brand's voice and policies.

Pros

Low-Risk Rollout: Sandbox mode and draft-first design let you validate AI accuracy before any customer sees a response, reducing the fear of off-brand replies.
Fast Onboarding: Setup takes about 20 minutes with no prompt engineering required. Hoop learns directly from your existing ticket history.
Significant Time Savings: Users report cutting daily support time from 2-3 hours down to 30-45 minutes after training Hoop on their workflows.
Predictable Pricing: No per-ticket-resolved charges, so costs stay stable as your ticket volume grows.

Cons

Shopify-Only: Currently built for Shopify stores. Merchants on WooCommerce, BigCommerce, or other platforms cannot use it.
Human Oversight Still Required Initially: The draft-first approach means your team still needs to review every response until you build enough confidence to go live, which limits short-term time savings.

Use Cases

Automating WISMO Queries: WISMO tickets make up 30-40% of ecommerce support volume. Hoop can draft accurate order-status replies using real Shopify data, then automate them once you trust the accuracy, cutting response time from hours to seconds.
Handling Returns and Exchanges: After WISMO, returns are the next highest-volume workflow. Hoop learns your return policies and drafts replies that walk customers through the process, using the right tone and referencing order details directly from Shopify.
Scaling Support During Peak Seasons: During holiday rushes or sale events, ticket volume spikes. Hoop handles the surge by drafting or auto-responding to common queries, letting your team focus on complex issues that need a human touch.
Maintaining Brand Voice Across Agents: If you have multiple support agents, consistency is hard. Hoop learns one unified voice from your ticket history and applies it to every response, keeping your brand tone consistent.
Reducing Support Costs for Growing Stores: For Shopify brands spending thousands per month on support staff or per-ticket tools, Hoop offers predictable pricing that doesn't scale with ticket volume, helping you reduce costs as automation confidence grows.

Frequently Asked Questions

What is Hoop?

Hoop is an AI customer support tool built specifically for Shopify brands. It connects to your helpdesk (Gorgias or Zendesk) and your Shopify store, learns from your ticket history, and drafts replies in your brand's voice. You can test everything in sandbox mode before going live.

How does Hoop learn my brand voice?

Hoop analyzes your existing ticket history during setup to understand your tone, policies, and common inquiries. After that, every time your team edits, approves, or rejects a draft, Hoop incorporates that feedback to improve future responses.

How long does setup take?

About 20 minutes. You connect your helpdesk and Shopify store, and Hoop handles the rest by analyzing your ticket data. No prompt engineering or lengthy training sessions are needed.

What helpdesks does Hoop integrate with?

Hoop currently integrates with Gorgias and Zendesk. If you use a different helpdesk platform, Hoop may not be compatible at this time.

Can Hoop work with platforms other than Shopify?

Currently, Hoop is designed specifically for Shopify brands and requires a Shopify store connection. Support for other ecommerce platforms has not been announced.

Does Hoop send replies automatically?

Not until you decide it should. Hoop starts in sandbox mode where all replies are drafts your team reviews. You turn on live automation one workflow at a time, and only when you are confident in the accuracy.

What types of tickets can Hoop handle?

Hoop is designed to handle common ecommerce support queries. The recommended rollout is WISMO (Where Is My Order) first, then returns, then sizing questions, expanding one workflow at a time.