Order status, returns and sizing questions handled on-site and over email, with a clean handoff to a human for anything it isn't sure about. Built for a WooCommerce retailer's support inbox so far; the pattern travels to any store where "where's my order" is the most common ticket.
Where's my order, how do I return this, and will this fit me - most e-commerce support volume is the same handful of questions, answerable directly from order and product data. But when they all land in one inbox with everything else, a customer waits hours for an answer that should take seconds.
The stores that come to us for this aren't short-staffed. They're spending a support team's time on lookups a system could answer directly, instead of the actual problems that need a person.
Real-time order status lookup
Connects directly to the store platform, so answers reflect the actual order state, not a cached guess.
Returns and exchange handling
Walks the customer through the actual returns policy and generates the return label or instructions - no waiting on a human to start the process.
Sizing and fit answers
Trained on the catalogue's own size charts and product data, not generic advice that doesn't match how a specific product actually fits.
One brain, two channels
The same agent handles on-site chat and inbound email, so answers stay consistent regardless of where a customer reaches out.
Clean human handoff
Complaints, damaged goods and refund disputes route straight to a person - it never tries to talk a frustrated customer out of a real problem.
This pattern is live with one e-commerce client who isn't public yet. Until we can share their real figures with a case study, here's the honest range we typically see.
Starting price
£6K - £12K scoped
Timeline
4-8 weeks
Depends on
Store platform (Shopify, WooCommerce or similar), catalogue size, and how many support channels it needs to cover.
This is genuinely live at one e-commerce client. We haven't asked them to go public yet, so we're not attaching their numbers to this page - that's the same anonymization discipline we hold our named case studies to, just applied a step earlier.
If a client says yes, this entry gets upgraded with real figures and a link through to their case study, the way NYC Dental Group and our laptop retailer client did. Until then, you're getting the honest range, not a number we made up to look impressive.
30-minute call, free. We'll look at your ticket mix and tell you honestly whether this pattern fits, or whether something simpler solves it.
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Founder & CEO. No account manager in between - if you book or fill in the form, it comes to me directly.
