Your Shopify Support Data Is Worth Millions
Most Shopify brands treat AI support as a way to cut costs. Andrei Negrau, CEO of Siena AI, thinks that’s the expensive read. He walks me through a CPG brand that spotted one repeated request in its tickets, built the product, and made millions. The Shopify podcast episode for operators who want their support data doing more than closing tickets.
Can AI customer service actually grow a Shopify store?
Andrei Negrau, co-founder and CEO of Siena AI, told me about a CPG brand that kept seeing the same thing in its support conversations. Customers were asking for smaller sample sizes. So the brand built a sample version of every product. Andrei says that one pattern generated millions in sample sales in 2025, before counting the people who then upgraded to full size. No survey. No focus group. The answer was sitting in tickets they were already closing.
So if you're asking yourself "how do I use AI on my Shopify store for something other than answering tickets?" or "what is my support data actually telling me?", this episode is for you. Andrei has been building autonomous CX agents since 2023, and Siena works with brands doing $20 million a year all the way up to brands doing billions.
💡 KEY TAKE-AWAYS:- The CPG brand that found one repeated request in its own support tickets and turned it into millions in new product revenue.
- Why Andrei calls Ask Siena "Claude Code for CX", and the kind of question it answers that Shopify Sidekick can't.
- Siena's HexClad case study shows automation up 65% and tickets routed to humans down 20% in 60 days. Andrei says the software wasn't the reason.
- The single question that tells you which AI tool to use for which job. It has nothing to do with the model.
- What happens when a customer uploads a video of a broken product, and whether AI can tell they faked it to get a refund.
- I pitched Andrei a "true fan module" live on the mic. He started working out how much of it Siena can already do.
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I personally use Omnisend for email and SMS on every Shopify store I manage, and for this show too! I've tried them all, and it's hands down the best way to run every email and SMS automation and campaign you need, segment to personalize them, and A/B test everything to optimize conversion.
PLUS, you can now connect Omnisend to ChatGPT or Claude and just ask “where can my email and SMS be making more money?” It reads your actual store data and tells you, then builds the campaign for you right from the chat. It even writes in your brand's voice. Fifteen years doing this and it's the closest I've felt to having a full-time marketer sitting beside me. (Plus most merchants report paying about half the price of Klaviyo.)
🚨 Listeners (YOU) get an exclusive 30% OFF 3 MONTHS: http://shopify1percent.com/omnisend🛠️ RESOURCES & LINKS MENTIONED IN SHOW:
- Siena AI: https://www.siena.cx
- Andrei Negrau on LinkedIn: https://www.linkedin.com/in/negrau
- Siena AI on LinkedIn: https://www.linkedin.com/company/siena-ai
- HexClad customer story: https://www.siena.cx/customer-stories/hexclad-customer-service-automation
- Our first ever episode, with Lisa Popovici, co-founder of Siena AI: https://www.shopify1percent.com/why-isnt-every-shopify-store-using-ai-for-customer-service/
Andrei's advice on getting started: book a demo at siena.cx and his team will tell you straight whether it's a fit.
It's siena.cx with one N. I have typed it wrong more times than I want to admit.
Did you know leaving a ⭐️⭐️⭐️⭐️⭐️ review on Spotify, or Apple will give your shop gooood ecommerce karma? ❤️
