E-commerce · Orders, returns & fulfillment
Your customers don't see departments.They see one store.
Orders, tracking, returns, refunds, damaged products and peak-season volume — handled as one customer-service operation.
“Where is my order?”
AI resolves
Working…
- “Where is my order?”
- “I received the wrong item.”
- “When will my refund arrive?”
- “My package says delivered, but it isn't here.”
- “I need to change my address.”
- “This arrived damaged.”
- “I want to return this.”
What creates volume
- Orders shipped
- Delivery promises
- Return policy
- Promotions & launches
- Carrier performance
Operating workflow
Orders go up. Contacts go up. Headcount doesn't have to.
How a single WISMO contact moves through the operation — and where a human steps in.
Trigger
Customer: "Where is my order?"
- 1
Intent detected
WISMO · order status
- 2
Order retrieved
Shopify + ShipStation lookup
- 3
Status resolved by AI
In transit · ETA · tracking link
- 4
Exception?
Delivered-not-received · damaged · lost
- 5
Human agent receives context
Order, carrier scan history, prior contacts
- 6
Ticket closed in Gorgias
Contact reason tagged · CSAT sent
Resource allocation
Where AI adds speed. Where people add judgment.
AI opportunities
- Order tracking
- Return instructions
- Delivery status
- Basic product FAQs
- Address collection
- Initial verification
- Order information
- Routine status requests
Human-led interactions
- Refund disputes
- Angry customers
- Damaged shipments
- Complex fulfillment issues
- Chargeback prevention
- Retention
- High-value customers
- Policy exceptions
Where service meets the business
Every refund conversation is a retention conversation.
Where human judgment changes the outcome of an order.
- 01
Damaged item reported
- 02
Agent sees order value & history
- 03
Replacement offered before refund
- 04
Chargeback avoided · customer kept
Outcomes depend on your policies and product economics.
When volume spikes
Peak season is not a staffing problem. It's a routing problem.
Contacts per week across a typical Q4. The repetitive share — tracking, returns, status — is absorbed by AI; humans scale for exceptions only.
Black Friday to January returns: 2–3× volume, most of it status and return requests.
What we report
The KPIs that matter to a e-commerce operation.
First Response Time
41 sec
−63%
Resolution Time
2.1 h
−38%
Refund Rate
3.4%
−0.6 pt
CSAT
4.7 / 5
+0.4
Tickets per Order
0.11
Repeat Contact Rate
9%
−5 pt
Cost per Ticket
$2.90
−41%
Contacts per 1,000 Orders
112
Systems we work inside
- Shopify
- WooCommerce
- Magento
- Amazon
- Gorgias
- Zendesk
- Klaviyo
- ShipStation
We operate in your systems, not beside them. Every interaction is logged, tagged and visible where your team already works.
How the operation is structured
01AI front line
Chat, email and SMS status, tracking, returns and FAQs — 24/7, in your brand voice.
02Human agents
Exceptions, disputes, damaged goods and high-value customers, with full order context.
03Peak pool
Pre-trained overflow agents for BFCM and January returns, activated on volume.
04QA & analytics
Contact-reason tagging feeds your ops team: carrier issues, product defects, policy friction.
E-commerce calculator
What should your support cost per 1,000 orders?
Ten inputs. Your contact rate, staffing requirement, automation opportunity and peak-season capacity — before you talk to anyone.
Other industries
Evaluate your customer-service operation.
See what your current model costs, what a managed Human + AI operation would look like, and where the gaps are — before you talk to anyone.