TwistedTailor
A Shopify rebuild for one of London's most-recognisable menswear names, with custom suit-set functionality and an AI support agent that halved customer-service hours.
Visit live siteServices
Shopify build · eCommerce consultancy · SEO · AI support agent
Stack
Shopify · Custom theme · Claude API
Timeline
8 weeks
Year
2024
Twisted Tailor sell suits, but standard Shopify treats a jacket and trousers as two separate products. Customers were adding half a suit to basket. We fixed it, then automated the support queue that came from years of confusion.
Chapter 01
Website
A Shopify rebuild with custom suit-pairing functionality to solve the jacket-and-trousers problem at source.
The problem
A suit is not two products
Out of the box, Shopify doesn't know that a jacket and a trouser belong together. Customers were buying one half. Customer service were spending hours untangling it. Refunds climbed. Conversion dropped on what should have been a simple sale.
We built custom functionality that pairs jacket and trouser as one item. Sizing logic, one add-to-basket moment, one sale on the ledger. The confusion stopped.
twistedtailor.com
Chapter 02
Custom Apps
An AI customer-service agent that halved support hours while keeping the brand voice intact.
AI
A support agent that knows what's routine
Twisted's support inbox ran hot. Sizing, returns, order status, sizing again. We built an AI agent that reads incoming tickets, answers the repetitive ones directly, and summarises the complex ones for a human to sign off.
Customer service hours are down 50%. Response times are up. Nothing goes out without a human edit.
Twisted Tailor · Support Agent
Theo Bennett
3mWhat's the fit on the Vegas two-piece?
Rhea Kapoor
11mCan I return a jacket without the trouser?
Callum Owens
24mOrder #TT-48201, shipping to Dublin
Nadia Ferrell
1hTailoring on the Monarch tux, possible?
Rhea Kapoor
Return query · Order #TT-48176
Hi, I bought the Vegas two-piece last week but the trouser fit isn’t right. Can I return just the trouser and keep the jacket?
Customer · 11 min ago
AI draft · ready to review
Hi Rhea, because the Vegas is sold as a paired two-piece, returning the trouser alone would break the set. I can either arrange a full return (jacket + trouser) or a size-swap on just the trouser if you’d like to keep the jacket. Which works better?
Customer service hours
−50%
saved each week
AI-drafted, human-approved.
Custom build
Suit pairing
one item, one sale
AI agent
Live
in production
Deliverables
Next steps
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