"Where's my order?" answered instantly, any hour — no ticket, no queue.
An online store's biggest support volume is order status, returns, and product questions — none of them appointments. Here's exactly what happens when a customer messages on WhatsApp.
"Where's my order?" — answered instantly
Customer asks about their order
"Any update on my order from last week?"
AI handles it as a support touchpoint
Free, no staff assignment, no waiting for a human to pick it up.
Resolved in the same chat
No separate support portal or email thread — just WhatsApp.
A return or exchange request, handled the same way
Customer wants to return something
"This doesn't fit, can I exchange it for a larger size?"
Booked as a free service touchpoint
Same flow as order status — no charge, instantly logged.
A product question along the way
If the customer also asks about a different product, that's answered in the same conversation too.
Support requests, modeled honestly as free services
Zero-price service touchpoints
Order status and returns are real bookable services — just priced at 0, tracked like anything else.
No staff needed
None of these touchpoints need a specific person assigned — handled instantly, any time.
24/7, always answering
No support queue, no "we'll get back to you" — the AI answers the moment the message arrives.
See the full feature set
This case study covers one journey — the Retail & Services solution page covers everything the platform offers this sector.
This works the same way for your business type
E-commerce is one example — the same building blocks adapt to retail, professional services, and more.