A growing online brand receives the same questions all day — order status, shipping times, returns, sizing and product comparisons. The support inbox backs up on weekends and during promotions, response times slip, and shoppers abandon carts when they cannot get a quick answer.
Goals
- Answer common questions instantly, around the clock
- Reduce repetitive tickets reaching the support team
- Help shoppers choose products and complete purchases
- 01
Analyze
Review historical tickets and chat logs to find the most frequent questions and the ones that most often lead to lost sales.
- 02
Ground
Connect the assistant to the product catalog, policy pages and order lookup so answers come from approved, live data.
- 03
Design
Define brand voice, guardrails and escalation rules, including when to hand over to a human with full context.
- 04
Launch & tune
Go live on the website and messaging channels, then review conversations weekly to close gaps.
- Website chat widget and WhatsApp assistant sharing one knowledge base
- Secure order-status lookup by email and order number
- Product finder that recommends items from the live catalog
- Seamless handoff to the helpdesk with conversation history
- Analytics on top questions, unanswered queries and conversions
Instant answers
Customers get accurate responses in seconds, including nights and weekends.
Lighter support load
The team focuses on complex cases instead of repetitive “where is my order?” tickets.
Recovered sales
Shoppers get product guidance at the moment they would otherwise leave.