Support that resolves,
not routes.
A support agent that reads live order data, resolves the 3 queries that make up 70% of support volume — WISMO, feedback, refunds — and only escalates when there's a real reason. Not a ticket deflector.
72%
WISMO resolved without a human
4.6×
Feedback response rate vs email
40%+
Refund requests deflected
< 30s
Median time to first answer
What it does
Every capability, purpose-built.
WISMO query resolution
"Where is my order" is 30–50% of your support volume. The agent reads Shopify + Shiprocket/Delhivery/ClickPost in real time, gives a status + ETA, flags anomalies (stuck in transit, failed delivery), and proactively offers the right next step.
Feedback + review collection
Post-delivery NPS, review requests, and sentiment capture on WhatsApp — 4–6× the response rate of email. Negative feedback opens a resolution thread; positive feedback nudges a review on Google / Trustpilot / Shopify.
Support solutions end-to-end
Returns, refunds, exchanges, address changes, payment failures, account issues — the agent reads policy, checks eligibility, and executes the resolution (issue store credit, swap product, update address) instead of filing a ticket.
Live order + carrier data
Shopify, WooCommerce, Shiprocket, Delhivery, Blue Dart, FedEx, DHL — order status, tracking events, delivery attempts, and carrier-level reasons pulled on every message. No stale knowledge base.
Escalates with full context
When the agent can't resolve (legal, fraud, VIP rules), it escalates to Gorgias / Zendesk / Freshdesk with the full transcript, customer record, and recommended next step. No cold restarts.
12 Indian languages, consistent policy
Hindi, Hinglish, Tamil, Telugu, Bengali, Marathi, Gujarati, Punjabi, Kannada, Malayalam, Odia, Assamese — every resolution follows your policy in every language. No translation drift, no regional inconsistency.
How a typical flow works
A real WISMO + refund resolved end-to-end on WhatsApp.
One conversation. Live tracking data, policy-aware resolution, automatic writeback.
"Where is my order?" — resolved in seconds
Customer messages WhatsApp. The agent pulls the Shopify order + Shiprocket tracking live. "Hi Priya — your order is out for delivery in Bengaluru, expected by 4pm today. Here's the live tracking link." No ticket filed.
Customer escalates — "I wanted to return it instead"
The agent reads the return window, product category (returnable vs final-sale), and past return history. Offers the eligible paths — store credit (with 10% bump), exchange, or refund — and lets the customer pick on the thread.
Processes the resolution — not a handoff
Customer picks store credit. The agent generates the credit in Shopify, confirms the amount, and sends the code on WhatsApp. Loop / Narvar / AfterShip return workflow triggered automatically if the customer chose a refund or exchange.
Captures feedback on close
"Was that helpful?" → CSAT captured. Negative → the agent probes, escalates to a human with context. Positive → optional nudge to review on Trustpilot or Google. All written back to Gorgias / Zendesk.
Writes the ticket Gorgias wanted
If a human eventually touches the case, the ticket arrives pre-tagged, pre-summarized, with the full transcript and the resolution path the agent already tried. Human AHT drops 40–60%.
Under the hood
Built on proven infrastructure.
Live tracking across 20+ carriers
Shiprocket, Delhivery, Blue Dart, DTDC, ClickPost, AfterShip, Narvar, FedEx, DHL, UPS, USPS. Status events, delivery attempts, and anomaly detection in real time.
Your policy, applied consistently
Return windows, final-sale exceptions, VIP rules, regional variations — encoded once, applied on every conversation. No rep-by-rep variance.
Gorgias, Zendesk, Freshdesk two-way sync
Conversations become tickets when they need to. Tickets get the full transcript. Resolutions write back to the helpdesk of record — not a parallel silo.
