E-commerce · Pre + post purchase
Product questions and ‘where is my order’ stopped burying the support team
Shoppers abandoned carts when sizing and stock questions sat unanswered. We grounded the layer in catalogue, inventory, and orders — and kept high-value cases on a human path.
Down
WISMO load
status answered from the order system
In-thread
Pre-sale
fit and stock without waiting on inbox
Routed
Exceptions
human + order context, not a new ticket
Before
- Pre-sale questions sat in a shared inbox until someone was free.
- Post-purchase WISMO tickets were the majority of volume.
- Returns policy lived in a PDF nobody wanted to search.
After
- Shoppers get a usable answer before they bounce.
- Support spends time on exceptions, not ‘has it shipped?’.
- The same reasoning layer works on site chat and WhatsApp.
Constraints
- Answers had to reflect live stock, not last week’s catalogue export.
- Refunds and exceptions needed a human approval step.
- Tone had to match the brand, not a generic assistant.
What we built
- Catalogue + inventory + order system connected for real-time answers.
- Sizing and fit grounded in product data and reviews, with alternatives when out of stock.
- Returns and exchanges within policy; exceptions routed with the order already open.
“We didn’t need a personality. We needed the catalogue to talk — and the hard cases to still reach us.”
Get this outcome scoped for your workflow
A 30-minute discovery call. You leave with a written plan — scope, approach, and trade-offs. No obligation to continue.
We’ll tell you if a platform already fits better.
