Macha

What is Macha?

Macha is an AI-powered support tool built for Shopify stores. It handles repetitive customer questions and resolves up to 50% of support tickets, using AI fine-tuned for the Shopify ecosystem. It connects with platforms like Gorgias and Zendesk, fits into existing support setups, and lets human agents step in when needed.

Who created Macha?

Macha was created by co-founder Abbas. It is designed to understand the details of a Shopify business — products, variations, customer data, past purchases, operations, and policies — so it can answer customer queries quickly and accurately.

What is Macha used for?

• Global customer service: Onsra uses Macha to support customers across four countries, answering queries in multiple languages.
• Managing high ticket volumes: An AI self-serve portal handles Level 1 (L1) queries, while complex issues go to live agents.
• Solving WISMO challenges: The self-serve portal addresses “Where Is My Order?” questions and gives agents actionable ticket insights within Zendesk.
• Answering common questions: Macha pulls real-time order details and shipping policies to handle order tracking and follow-up questions.

Key benefits

• Deep Shopify knowledge: Macha understands the Shopify ecosystem, enabling accurate and relevant answers.
• Smooth handoff: Integration with existing support tools allows a clean transition between AI and human agents.
• No new tools needed: Support teams don’t have to learn new software — Macha works within systems like Gorgias and Zendesk.
• Reduced workload: Cutting ticket volume by up to 50% frees agents to focus on complex issues.
• Trusted by Shopify stores: Shopify and Shopify Plus stores use Macha to provide fast support and streamline support operations.