We help growing e-commerce brands handle day-to-day customer support without immediately adding another full-time support hire. Routine enquiries are handled efficiently, complex cases stay escalated to your team, and your customers continue receiving personal, consistent support.
Your business shouldn’t be buried in customer emails.
As an e-commerce brand grows, customer support grows with it.
Orders
Orders
Shipping
Shipping
Returns
Returns
Sizing
Sizing
Tracking
Tracking
Refunds
Refunds
Product Questions
Product Questions
Customer Follow-ups
Customer Follow-ups
The same questions appear again and again, taking valuable time away from running and growing the business. LB Flow Operations helps take that workload off your team.
The same questions appear again and again, taking valuable time away from running and growing the business. LB Flow Operations helps take that workload off your team.
What we can take off your plate.
Email & Ticket Support
Manage incoming customer enquiries and keep conversations organized and moving.
Email & Ticket Support
Manage incoming customer enquiries and keep conversations organized and moving.
Order & Delivery Support
Handle routine questions around order status, shipping, tracking and delivery.
Order & Delivery Support
Handle routine questions around order status, shipping, tracking and delivery.
Returns & Exchanges
Manage routine returns, exchanges and refund enquiries according to the client’s policies.
Returns & Exchanges
Manage routine returns, exchanges and refund enquiries according to the client’s policies.
Product Questions
Answer common product, sizing and availability questions using information provided by the business.
Product Questions
Answer common product, sizing and availability questions using information provided by the business.
Knowledge Base Setup
Organize policies, FAQs and support information into a structured internal knowledge base.
Knowledge Base Setup
Organize policies, FAQs and support information into a structured internal knowledge base.
Weekly Support Reporting
A weekly summary of support volume, common issues and recurring problems, so your team learns what customers keep struggling with.
Weekly Support Reporting
A weekly summary of support volume, common issues and recurring problems, so your team learns what customers keep struggling with.
Simple to start. Built around your business.
01
01
We learn your business
We learn your shipping policies, returns policies, products, FAQs, tone of voice and escalation rules.
02
02
We build your support workflow
We organize that information into a structured customer support system.
03
03
We handle routine enquiries
Common customer questions are handled efficiently using your policies and preferred tone.
04
04
Complex cases stay with you
Sensitive complaints, policy exceptions, specialist questions and important decisions are escalated.
05
05
We improve the system
Recurring support patterns are identified and workflows become more efficient over time.
Response times & coverage
Every customer enquiry is answered within one business day, Monday to Saturday. Urgent issues are flagged to your team immediately. Weekend and 24/7 coverage is available as a paid add-on.
AI-assisted. Human-controlled.
Automation should make customer support better, not remove judgement from it.
Customer enquiry
Customer enquiry
AI-assisted draft
AI-assisted draft
Human review
Human review
Customer response
Customer response
As workflows become proven and reliable, suitable parts of the support process can gradually become more automated. The goal isn’t to replace human customer service. It’s to remove unnecessary repetitive work from it.
As workflows become proven and reliable, suitable parts of the support process can gradually become more automated. The goal isn’t to replace human customer service. It’s to remove unnecessary repetitive work from it.
What a response looks like.
Illustrative example — not an actual client.
Illustrative example — not an actual client.
Customer
Customer
Hi, my order #4471 hasn’t arrived yet and it’s been 9 days. Can you help?
Hi, my order #4471 hasn’t arrived yet and it’s been 9 days. Can you help?
LB Flow Operations
LB Flow Operations
Hi there, thanks for reaching out — your order shipped on [date] and is currently in transit with [carrier]. Based on the delivery estimate, it should arrive within the next 2 business days. I’ll keep an eye on it and follow up if anything changes. Let me know if you need anything else in the meantime.
Hi there, thanks for reaching out — your order shipped on [date] and is currently in transit with [carrier]. Based on the delivery estimate, it should arrive within the next 2 business days. I’ll keep an eye on it and follow up if anything changes. Let me know if you need anything else in the meantime.
Built for growing e-commerce brands.
LB Flow Operations is designed for independent and growing online businesses that already have customers but don’t necessarily need, or want, another full-time support employee.
Currently focused primarily on businesses in the United Kingdom, United States and Europe.
Fashion
Fashion
Beauty & Skincare
Beauty & Skincare
Pet Products
Pet Products
Home & Lifestyle
Home & Lifestyle
Personalised Gifts
Personalised Gifts
Subscription E-commerce
Subscription E-commerce
Sports & Outdoor
Sports & Outdoor
Direct-to-Consumer Brands
Direct-to-Consumer Brands
Support built around your workload.
Pricing depends on your monthly support volume, channels, complexity and response-time requirements. Most brands start with a 14-day pilot from £149 / $199 so we can both see the fit before committing to anything monthly.
Pricing depends on your monthly support volume, channels, complexity and response-time requirements. Most brands start with a 14-day pilot from £149 / $199 so we can both see the fit before committing to anything monthly.
Every business has different support requirements. Pricing depends on monthly support volume, number of channels, complexity, response-time requirements and coverage.
Starter Support
For smaller e-commerce businesses looking to take repetitive customer enquiries off their internal team.
New here? Start with a 14-day pilot — up to 50 conversations, £149 / $199.
LB Flow Operations was created around a simple idea: growing businesses should spend more time building their company and less time repeatedly answering the same customer questions. The business is founder-led and built around practical customer support experience. Rather than trying to replace customer service with automation, LB Flow Operations combines structured support processes, AI-assisted workflows and human judgement to make everyday support more efficient.
LB
LB
Lazar Bukovac
Lazar Bukovac
Founder, LB Flow Operations
Founder-led customer support operations built from hands-on experience in high-volume online customer service.
Frequently asked questions.
Will AI respond directly to our customers?
Will you follow our existing policies?
What happens with complicated customer issues?
Do you provide 24/7 customer support?
How much does it cost?
Let’s take some support work off your team.
Let’s take some support work off your team.
If customer enquiries are taking more and more time away from running your business, let’s talk.
If customer enquiries are taking more and more time away from running your business, let’s talk.