Ecommerce is entering a new era where customer experience (CX), AI, and operational automation work together to deliver seamless post-purchase journeys. Few companies are leading this transformation as clearly as Redo, whose Shopper AI and CX suite are redefining how Shopify merchants manage support, fulfillment, and engagement in one connected platform.

In this latest conversation, Brandon Thurgood sat down with Paxton, who leads CX and AI products at Redo, to talk about how the company’s Shopper AI, Helpdesk, and Order Editing tools are giving brands a one-to-one connection with their customers—at scale.

A Connected Approach to Customer Experience

Redo’s vision is to eliminate data silos across ecommerce tools by combining returns, order tracking, fulfillment, customer service, and AI messaging under one roof. Paxton explained how CX and AI products sit at the center of that system:

“The help desk and customer service AI, as well as the sales AI, are both a great output of the Redo record—taking that information and doing something useful with it—but also one of the most useful inputs.”

Every support conversation, order edit, and AI interaction feeds data back into what Redo calls the Redo Record, a single source of truth that connects every customer action across the brand’s tech stack. This enables personalization that feels natural, not forced—allowing brands to upsell intelligently, recommend the right variant, or surface helpful information before a customer even asks.

The Power of Order Editing Across Platforms

One of Redo’s most exciting releases is Order Editing, a cross-product feature that allows shoppers to correct, customize, or update orders instantly—whether through the Redo Helpdesk, Shopper AI, order tracking emails, or the thank-you page after checkout.

“The AI can take specific actions like adding or removing products, adding variants, and we’re collecting that data to make it useful and actionable,” Paxton explained. “We’ll soon show what products people change most, why, and where the revenue is being saved or added.”

When connected to Redo’s Order Management System (OMS), the AI gets real-time insight into fulfillment data.

“If the OMS is connected, we can get down as granular as when they print the slip, go to fulfill, or mark something as on hold,” Paxton said. “There’s never a hiccup between fulfillment and the AI making order edits.”

From a shopper’s perspective, this means a seamless experience:

• You buy a shirt in a medium, realize you need a large, and change it right on the thank-you page.
  
• Hours later, you can update it directly through the order tracking page or by chatting with AI support.
  
• Redo’s OMS instantly verifies whether the order is still editable before fulfillment begins.
  

This small improvement reduces returns, chargebacks, and support tickets, while boosting customer satisfaction.

“It turns a cancellation into a variant change or an upsell,” Brandon summarized. “It’s one of the easiest ways to make the experience feel premium and frictionless.”

AI That Feeds and Learns From Every Interaction

Redo’s AI doesn’t just automate tasks—it learns from behavior and applies those insights to future experiences. For example, the team is using order editing data to make exchange recommendations smarter:

“If somebody often switches between two addresses, we can proactively confirm the right one next time,” Paxton said. “It’s not an integration tacked on—it’s baked into every facet of the customer journey.”

This philosophy is at the heart of Redo’s Shopper AI, which acts as both a support agent and a personal shopper—capable of making product comparisons, recommending bundles, and even offering a try-on experience for apparel brands.

“With product comparisons and bundling, we see a 20 to 30 percent lift in average order value for customers who engage with the chat,” Paxton shared. “And in apparel, our new try-on feature lets you snap a photo and see how an item looks on you before buying.”

Redo plans to keep expanding these vertical-specific AI capabilities, creating what Paxton calls “professional account executives” inside the chat experience—AI agents that understand your industry, your customers, and your brand voice.

Preparing for Black Friday and Cyber Monday: CX Must-Haves

With the holidays approaching, Paxton emphasized how important it is for Shopify brands to shore up their support infrastructure before Black Friday and Cyber Monday.

“Having order editing functionality is key. If you can give customers a way to make changes quickly, you’ll save time on fulfillment, customer support, and lost revenue,” he said.

He also noted that AI-enabled support is essential during peak season.

“AI prevents you from having to double your workforce with temp workers. It’s what allows instant resolutions while your team focuses on complex tickets.”

Together, these two upgrades—Order Editing and AI Support—can turn chaotic shopping periods into smooth, scalable operations.

The Future: One-to-One Experiences Across Marketing and Support

Looking ahead, Paxton described a future where support and marketing are not just connected but synchronized—each one informing the other through AI and shared data.

“The Redo record will enable one-to-one customer experiences that lead into one-to-one follow-up marketing,” he explained. “If someone buys a tent, we proactively send a setup video. When they thank us, we know they had a positive experience—and then we market the grill next.”

That positive loop between CX, AI, and marketing could transform how Shopify brands think about retention and LTV.

“It makes it better for the customer and better for the brand,” Paxton said. “Everyone is happier when those two things can work together.”

Brandon agreed, noting that many brands lose valuable insights because feedback from support never reaches marketing.

“If you can tie it all together, the impact becomes huge. Your marketing campaigns will just understand what customers need.”

How Redo Leads Among Top Shopify Apps

When evaluating top Shopify apps for CX and AI, Redo stands apart as the only platform combining returns, support, order tracking, warranties, email/SMS, and OMS—all powered by one AI and one data record.

Other tools like Gorgias, Loop Returns, or AfterShip each handle one piece of the post-purchase puzzle. Redo brings them together in a way that allows for true personalization and cross-channel automation.

If you’re exploring ways to integrate AI into ecommerce operations or improve Shopify returns and CX automation, Redo should be your first stop.

Explore the platform at redo.com.

Final Takeaway

The ecommerce landscape is shifting fast. AI is no longer a side project—it’s the infrastructure for how top Shopify brands run their operations, communicate with customers, and grow efficiently.

Redo’s Shopper AI and CX suite prove that with the right integration between support, fulfillment, and marketing, brands can finally deliver the one-to-one experience customers expect—without adding more headcount.

As Paxton put it best:

“Everyone is happier when support and marketing work together. That’s what we’re building toward.”

Check out the full Interview here