Saraswati Stitch®contact@saraswatistitch.com
An online store gets the same handful of questions thousands of times a week: where is my order, how do I return this, will it fit. Those are deterministic, and answering them by hand is where a support team burns out and response times slip. A support layer grounded in your real order data clears that volume, and leaves the conversations that actually need a person to a person.
"Where is my order" buries the queue
WISMO questions are the single largest category of e-commerce tickets, and every one has an exact answer sitting in your order system. Answering them by hand is pure cost.
Returns and sizing cause cart-abandonment and tickets
Shoppers who cannot get a quick answer on returns policy or fit either do not buy or open a ticket. Both are avoidable with an instant, accurate reply.
Peak seasons break the team
Support volume spikes exactly when you can least afford slow replies, and seasonal hiring is expensive and slow to train.
How it works
- Answer from live order data. The assistant looks up the order in your store or OMS and gives the real status, tracking, and ETA, never a guess, so WISMO is handled in seconds.
- Handle returns and sizing. It walks a shopper through your returns policy, starts a return or exchange, and answers sizing and compatibility questions from your product data.
- Deflect, then hand off cleanly. Routine questions are resolved in the chat; anything about a damaged item, a dispute, or an unhappy customer is routed to a human with the full context.
- Scale through peaks. The layer absorbs seasonal spikes without seasonal hiring, holding response times steady when volume triples.
Tools we reach for
- your store platform / OMS via API (Shopify, WooCommerce, custom)
- a RAG layer over policies and product data
- web + email + chat channels
- a human handoff for disputes
What changes
A typical store resolves the majority of routine tickets with no human in the chair, holds response times through peak season, and frees the team to handle the cases where a good reply saves the sale or the customer.