"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
- 01
Customer asks about their order
"Any update on my order from last week?"
- 02
AI handles it as a support touchpoint
Free, no staff assignment, no waiting for a human to pick it up.
- 03
Resolved in the same chat
No separate support portal or email thread, just WhatsApp.
A return or exchange request, handled the same way
- 01
Customer wants to return something
"This doesn't fit, can I exchange it for a larger size?"
- 02
Booked as a free service touchpoint
Same flow as order status. No charge, instantly logged.
- 03
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.