Customer Support · Email Marketing · SMS Marketing
Your customers and your revenue deserve a specialist.
Done-for-you customer support, email, and SMS marketing, built exclusively for peptide and RUO-compound brands.
The opportunity
Demand is outrunning the operations behind it.
Acquiring a new customer costs 5–25× more than keeping one (Harvard Business Review) — and lifting retention just 5% can grow profits 25–95% (Bain & Company). Every reorder you don't capture is revenue you already paid to acquire, walking out the door.
The category is moving fast
Demand for peptide and RUO compounds keeps climbing — but most brands' operations haven't caught up to the volume they're already handling.
Support runs out of a personal inbox
No system, no playbook, no coverage. Questions pile up, replies are slow, and the founder is the bottleneck.
Email is barely touched
Top DTC brands pull 25–40% of revenue from email; the median brand sits near 18% (Klaviyo). Most peptide brands send the occasional broadcast and nothing else — that gap is exactly what we close.
Trust is the entire ballgame
In a category customers approach carefully, responsiveness and consistency aren't nice-to-haves — they decide whether someone buys again.
Why this niche is different
Peptides aren't normal e-commerce.
Compliance-sensitive language
Every reply and every email has to stay in research-use-only lanes. One careless sentence is a real liability — generalists don't even know where the lines are.
Highly technical customers
Your buyers ask about COAs, purity, reconstitution, and storage. Support has to speak that language credibly, not deflect to a canned macro.
A trust & legitimacy gap
Customers arrive cautious. How you handle the first question — and the hard cases — is what converts skepticism into a repeat buyer.
Repeat-purchase economics
These products are bought in cycles. The money is in the second, fifth, and tenth order — which is exactly what good support, email, and SMS protect.
“A specialist who lives in this niche is worth ten generalists who don't.”
What it costs you right now
Support that runs on goodwill and a personal inbox.
None of this is a character flaw — it's what happens when a growing brand outgrows a personal inbox. But every slow or off-brand reply is a refund, a chargeback, or a one-star review waiting to happen — and each one costs you real money:
- Slow replies — or no reply at all — while questions pile up.
- A personal inbox with no system, no coverage, no handoff.
- Inconsistent, off-brand answers that undercut your credibility.
- No process for the hard cases: lost, seized, wrong, or refund requests.
- Chargebacks and disputes quietly threatening your merchant account.
- Avoidable bad reviews from problems that were entirely fixable.
Revenue left on the table
Your list is your single most valuable asset — and you're barely using it.
Automated flows alone drive ~41% of email revenue from just ~5% of sends (Klaviyo) — nearly 18× the revenue per send of one-off campaigns. Add SMS, a channel most peptide brands haven't touched at all, and the gap gets wider still.
- No abandoned-cart or browse-abandonment flows catching ready-to-buy traffic.
- No post-purchase engine bringing customers back for their next cycle.
- A weak or missing welcome series — first impressions left on the table.
- An idle, under-emailed list that's quietly going cold.
- Deliverability problems sending your messages straight to spam.
- No SMS at all — the one channel that gets read in minutes, sitting unused.
- No review engine — yet ~92% of buyers hesitate to purchase when there are no reviews (industry research). In a trust-driven category, that's revenue walking away.
The solution
Three jobs, done properly — so you can stop doing them.
Take all three or just the one that's costing you most — each runs on its own, and they're built to work together.
Customer support, handled
- Fast, on-brand, compliance-aware replies your customers actually trust.
- Organized ticketing with real SLAs — nothing falls through the cracks.
- Playbooks for the hard cases: refunds, lost packages, seized shipments.
- Dispute and chargeback prevention that protects your merchant account.
- Complaints turned into 5-star reviews instead of public liabilities.
Email marketing, engineered
- Welcome, cart, browse, and post-purchase flows working around the clock.
- A reorder engine timed to your customers' protocol cycles.
- Segmentation and list reactivation that wake up dormant revenue.
- Deliverability, warmup, and authentication done right.
- A promo calendar plus automated review asks on autopilot.
SMS marketing, dialed in
- SMS flows for cart recovery, shipping updates, and reorder reminders.
- Drops timed to quiet hours and local time zones, never at 2am.
- Short, research-use-only copy that reads like a person, not a blast.
- Email and SMS coordinated so customers hear from you once, not twice.
How it works
Live in days. Compounding every month after.
We onboard fast — because the value is in what comes next. We run your support, email, and SMS month after month, and a brand that answers fast, retains harder, and messages smarter compounds into a materially different business.
- 01
Audit
We dig into your inbox, your flows, your SMS program, and your reviews — and show you exactly where revenue and trust are leaking.
- 02
Set up
We build whichever pieces you've taken on — support playbooks and SLAs, email flows, SMS automation — wired to your existing stack.
- 03
Run
We run your channels day to day — answering, sending, testing, and improving on your behalf. Add a channel whenever you want one.
- 04
Report & grow
You get clear monthly reporting and a roadmap — what moved, what's next, and where the next dollar comes from.
New brands are fully live within days, with zero disruption to fulfillment — then we run and improve it for you, every month, for as long as we work together.
The transformation
From founder-as-bottleneck to a system that runs.
What we run
Take one. Take all three.
Email customer service, email marketing, and SMS marketing — run any one of them, any two, or the whole engine. Start where it hurts most and add a channel whenever you're ready.
Customer support
Your support inbox, fully managed
- Fully managed email support inbox
- Brand voice + compliance playbooks
- Refund, dispute & chargeback handling
- Trustpilot setup & review management
- Monthly support report
Email marketing
Flows that compound, month over month
- Welcome, cart, browse & post-purchase flows
- Reorder engine timed to protocol cycles
- Segmentation & list reactivation
- Deliverability, warmup & authentication
- Monthly campaign calendar
SMS marketing
Read in minutes, not days
- Cart recovery, shipping & reorder texts
- Quiet-hours and time-zone-aware sends
- Segmented drops, never untargeted blasts
- Coordinated with email — no double-messaging
All three is where it compounds. Support earns the reviews, reviews close the next sale, and email and SMS bring the customer back for the cycle after that — each one making the other two worth more.
We don't publish rates. Pricing is scoped on the call — book the free audit and you'll leave with a quote for whichever combination fits.
Let's talk
Let us take support, email, and SMS off your plate.
I'll start with a free audit of your inbox, flows, SMS, and reviews — and show you exactly where the revenue and trust are leaking. We'll scope pricing together on the call, before you commit to anything.