Customer communication that doesn't rest on one person.
Questions about orders, availability and returns don't arrive evenly. Most come in the evening, at weekends and during peaks — exactly when nobody is at the desk. A digital assistant handles them and works with your stock, orders and carrier.
Three situations every online store knows.
These aren't edge cases. This is most of the communication a store handles every day.
„Where is my parcel?“ at nine in the evening
The most common question arrives outside business hours. The answer is always the same and it is in the system — nobody can reach it at that moment.
A return that passes through three people
The customer writes, someone finds the order, someone checks the deadline, someone issues the label. Most of those steps need no decision, only time.
A peak you cannot hire for
A season or campaign raises the volume of questions abruptly. You cannot double a team for two weeks and then shrink it again.
Volume isn't the problem. Its distribution is.
An online store doesn't receive questions evenly. They come in waves that follow when customers shop — not when you work.
Everything that piled up overnight arrives. The day starts with a queue, not with work.
People ask about availability, sizes and specifications. Whoever gets no answer moves to the next store.
The strongest wave. People want to know where their parcel is — precisely when you are closed.
Volume rises abruptly. But a customer cannot tell the difference between „we're closed“ and „they don't care“.
Where communication actually happens.
We build a separate digital assistant for each channel. The order below reflects how much of a store's communication goes through each one.
Web
The purchase decision happens on your site. The assistant works there in two modes and the customer picks the one that suits them.
The customer types. The assistant checks stock in the catalogue, compares two variants, explains the difference in material or size and takes them to the basket.
More about this assistant →The customer speaks. Same knowledge, same data — just without typing. Useful with full hands or on a phone.
More about this assistant →- availability and sizes
- comparing two products
- shipping and delivery date
- recommendations based on what is actually in stock
Anything with an order number lands in the inbox. Which means things that can be looked up and resolved.
- order and shipment status
- change of address or size
- invoices and documents
- returns and complaints
- damaged shipment
Social media and chat
Customers write where they happen to see you. For a store that is most often under a post or in a DM.
- a question about a product from an Instagram post
- Messenger for customers who have bought before
- WhatsApp for repeat orders
- LiveChat when a human should stay in the loop
Phone
For everyday goods the phone is fading. For expensive or technical products it often decides the sale.
- a pre-purchase question about expensive goods
- a complaint the customer wants to talk through
- a call outside business hours
A return nobody had to look up.
The customer writes to support. The assistant finds the order, checks the deadline and prepares the label.
The customer never explains the same thing twice.
Every channel has its own assistant. Connecting them is possible — and for a store it pays off most between web and e-mail.
The customer asked about shoe sizes and the assistant recommended one size up.
They write asking to return. The e-mail assistant knows which order and which product.
The customer doesn't retype the history. The return is settled in one message.
Connecting is an option, not a requirement. Many stores start with one channel and add another once the first is running.
The assistant works with your data, not with generic answers.
We connect to the systems you already use. If a system has a public API, connecting it is usually a matter of configuration, not of rewriting your operations.
Shoptet · WooCommerce · PrestaShop · Upgates · Shopify
Zásilkovna · Czech Post · PPL · DPD · GLS · Balíkovna
Pohoda · Money S3 · iDoklad · Fakturoid · ABRA · Helios
Raynet · HubSpot · Pipedrive · Google Analytics 4 · Meta Pixel
Concrete changes, not general promises.
What changes first in a store's day-to-day operations.
An answer right away, evenings and weekends included
An order question doesn't wait until morning. The customer gets the shipment status the moment they ask.
Fewer repeat questions in the inbox
Availability, shipping and order status leave the queue. What remains is what needs a decision.
A return as a process, not a chain of e-mails
Checking the window, the label, the refund information — all in one conversation.
Recommendations based on real stock
The assistant offers only what is genuinely available. No disappointment after ordering.
Peaks without hiring
A wave of questions during sales or before holidays needs no temporary team.
You see what people ask about
The conversations show what is missing from product descriptions. That can be fixed.
Not online stores?
We build to order. Your industry is not a condition — see how it looks elsewhere, or arrange a call right away.