E-commerce
Support for every order, at every hour.
Handle order tracking, returns, product questions and complaints without adding support headcount — around the clock, in your brand's voice, on chat, voice and WhatsApp.
Neha
Customer Support · ShopNest (example)
Type a message…
- 24/7
- Answers day and night
- 11
- Languages
- Chat · WA · Calls
- Channels it answers on
- Handover
- Flags your staff when needed
What the agent does
The jobs your customers call about.
- 01
Order Tracking
Gives order status and delivery estimates when connected to your order system through an HTTP tool.
- 02
Returns & Refunds
Explains your return policy, collects return requests and records them in your system.
- 03
Product Questions
Answers product questions and compares options from your catalogue content.
- 04
Complaints
Takes the complaint, records it and flags it to your team with the transcript.
- 05
COD & Payment Issues
Answers payment-failure, COD and invoice questions.
- 06
Seller Support
A separate agent for marketplace sellers: listing questions, payouts and policy clarifications.
Common questions
Can the agent read from our order management system?
Through webhooks and custom HTTP tools, the agent can call any API you run — to look things up or to record what the customer asked for. There is also a native connector for the Synviora CRM.
How does it cope with sale-day spikes?
Calls share a capacity pool that is allocated fairly across workspaces. Chat and WhatsApp scale with the platform. Proactive WhatsApp updates during a sale can also head off a lot of 'where is my order' questions.
Can we use WhatsApp for order updates?
Yes — through Plivo or the Meta Cloud API. Confirmations, dispatch and delivery updates can run from the same agent.
Does it handle questions in regional languages?
On Basic, 11 Indian languages: English, Hindi, Tamil, Telugu, Kannada, Malayalam, Marathi, Gujarati, Bengali, Punjabi and Odia, with a voice you choose for each. On Premium, 97 languages including Arabic, detected automatically.
Can it support marketplace sellers too?
Yes. Run a separate seller-facing agent with its own knowledge base and persona for payouts, return disputes and listing guidance.
What happens with queries it can't resolve?
The agent flags the conversation for your team and alerts them by WhatsApp, SMS or webhook with the transcript, so nobody has to ask the customer to repeat themselves. Your team can reply from the inbox, and on a phone call the agent can transfer the caller to a staff member with a short summary.
Tell Riya about your business.
She'll set up the rest.
30 minutes of calling included · no card needed for the trial