Yes.
You need a simple CRM — but the real leak is that Instagram DMs and live-sale buyers never land in the same place as your Shopify customers.
What's really going on
You're running five channels into a team of eight to ten, with 200–500 inquiries a month, and Gorgias only catches the ticket side. Instagram Lives are your highest-intent moment — someone claims a piece on camera, then the follow-up lives in a DM, a phone note, or someone's head. That's where the expensive pieces slip. The problem isn't Shopify or Gorgias; it's that no one owns the buyer between "I want it" and "I paid."
What to do instead
- HubSpot Free CRM (free) — one contact record per buyer, shared across the team, with the Instagram and Gmail connectors turned on so DMs and emails attach to the person, not the channel.
- Zapier (free tier to start) — one Zap: new Shopify order → create/update HubSpot contact with tag (Live sale / Web / Walk-in). Now you can see who buys from where.
- Habit: a claim log for every Live. One person on the team owns the sheet during the stream — handle, piece, price, paid yes/no. Reconcile inside 24 hours.
First action, 30 minutes: open HubSpot, connect the store's Gmail and Instagram, and import your last 90 days of Shopify customers as contacts. Do this before the next Live.
What you're being oversold
Someone will pitch you Pipedrive or Sales Hub with a per-seat bill for ten people — that's $150+/month for a pipeline you don't run; you're not chasing outbound deals, you're catching inbound buyers. Respond.io gets pushed for multi-channel, but at your volume the HubSpot free inbox covers it. The cost of doing nothing is qualitative but ugly: on luxury pieces, one dropped Live claim a week is real money, and returning DMs treat you like a stranger because no one sees the last purchase.
When to revisit this
When two staff are stepping on each other replying to the same DM, or when Live claims outrun what one person can log in a sheet.
The part worth getting right
The judgment call is whether your Lives are the main revenue engine or a side channel. If Lives drive most of the money, the whole setup has to be built around claim-to-payment inside 24 hours, and a generic CRM won't cut it — you'll need a claim tool wired into Shopify. If Lives are ten to twenty percent, HubSpot Free plus the Zap is the whole answer for a year. Pick wrong and you either overbuild for a side show or lose five-figure pieces off the main one.