A store operator who answers your customers

I am Kevin Cleonis, and Careful Reply is my customer support service for Shopify and ecommerce brands.

I did not come to customer service from a call center. I came to it from running an online store. I handle customer support for my own direct to consumer jewelry brand, which ships to the United Kingdom, the United States, Canada and Australia. Late parcels, customs surprises, damaged items, refund requests, chargebacks and the occasional very angry email: I have answered all of them, for my own money, many times.

That is the experience I bring to your inbox.

What I believe about support

• Context first. A reply written without reading the order and the history is a guess. I read first, then answer.
• Rules protect margin. Refunds, replacements and discounts follow written rules you approve. Kindness and generosity are not the same thing.
• The best ticket is the one that never arrives. Every week I tell you what caused the tickets so you can remove the cause.
• One person you know. You get me, by name, not a rotating pool of agents who meet your brand for the first time on every ticket.

Languages and markets

I work in English and French, and I cover customers in the US, Canada, Australia and the UK, 7 days a week.

Get in touch

The easiest way to start is a free support audit: send me access to your last 100 tickets and I will tell you where the time goes and what I would change, whether or not you hire me.