First-level customer service handled while the store keeps selling

In an online store, customer service keeps no office hours and no weekends. A customer orders at 10pm on Saturday, worries about the delay on Sunday morning, wants to return an item on a bank holiday evening. The vast majority of these messages ask three things: where is my order, how do I send this back, when will I be refunded. They are simple questions whose answer already exists somewhere, but that someone has to go and find between the store back office, the carrier tracking and the returns spreadsheet.

The cost of this service is not only the time spent. A customer who waits two days for a reply opens a card dispute, leaves a one-star review or never comes back. An AIOS connected to your store answers these first-level messages around the clock, with the real order status in front of it, applies your return and refund rules, and escalates only the cases that fall outside the frame: a lost parcel, an angry customer, an amount that deserves your decision. You stop handling a hundred messages and keep only five.

The problem

• Three questions come round forever, where is my order, how do I return, when am I refunded, and each one means fetching the answer somewhere other than the message
• The information is scattered across the store back office, the carrier tracking, the mailbox and the returns spreadsheet, and nobody has all of it in one place at once
• Support arrives at every hour and at weekends, when the store is selling but nobody is answering, and a customer who waits two days opens a dispute or leaves a bad review
• A standard case and a sensitive one, a lost parcel, a furious customer, a suspected fraud, look the same in the list until someone has read them

How the AIOS handles it

It answers tracking questions around the clock

A customer asks where their order is: the AIOS finds the order from the number, the email or the name, reads the real status in the store and at the carrier (Colissimo, Chronopost, Mondial Relay and the rest), and replies with the precise point in transit and the estimated delivery date. No generic 'your order is being processed': the real status, at the hour the customer asks, at three in the morning as at lunchtime.

It applies your return and refund rules

You set your policy once, withdrawal period, eligible items, return shipping on you or not, accepted condition, and the AIOS enforces it case by case. It explains the steps, generates the return slip, sends the label when your carrier allows it and tracks the return parcel. A refund is triggered only by the rule you set: automatically on receipt for the simple cases, after your approval for anything you want to keep seeing.

It spots and escalates the sensitive cases

Not everything is handled at first level, and that is exactly what costs you when it drowns in the flow. A parcel marked delivered that the customer says never arrived, an item that arrived broken, a customer whose tone is rising, a high amount, an order that looks like fraud: the AIOS does not decide alone, it sets the message aside with the full file (order history, exchanges, delivery proof) and hands it to you ready to decide.

It answers everywhere and keeps the store up to date

Your customers write by email, through the site chat, on Instagram, on the marketplaces: the AIOS handles these channels in one place, in your brand's tone, and keeps a single version of every conversation. Each exchange is logged in your support tool (Gorgias, Zendesk, Crisp) and the order is updated, return status, refund, internal note, so that you, and the rest of the team, find the history without rebuilding it.

A concrete example

Other use cases:

Main page: E-commerce