Where is my order, can I return it, can I have a copy of my invoice. We automate the routine questions and give your team one view of every order and conversation, so peak no longer means doubling the team.
Orders, chat and calls in one viewOrder system connected
Delivery delayed: 312 customers told before they called
Trusted by teams where every conversation counts
Sound familiar?
What retail leaders told us before we started
In their own words, from retailers and consumer brands we have spoken to this year.
“It's more the ramp up of customer services agents. So we can reduce the number that we have to increase over peak.”
IT lead, high street retailer
“We will get customers calls saying, can I have a copy of my invoice? Can I chase my order? How do I return something? Those kind of queries are all manageable online.”
Customer service manager, online retailer
“8 people on the floor on product support, but we'll have 10 people who all decided to call at 11 o'clock. We can't physically get to all of them.”
Contact centre lead, mobility products retailer
“We ran our own platform, but it wasn't connected to everything else... we had 5 different systems that did different things.”
CX technology lead, travel retailer
“Most of the call, we start with the bot, and then we'll go to the contact centre anyway, so we pay double, because we pay the bot, and then we pay the contact centre.”
Senior leader, consumer leisure brand
“The board, as is typically the case, keeps asking, you know, where are we with AI, even though they don't really know what they want to do with it.”
Product lead, travel retail brand
What changes?
One delivery question, two very different outcomes
Email, then the queue2 contacts, 1 order cancelled
10:02am Emails: where is my order?It joins a two day backlog.
2:15pm Calls insteadWaits 18 minutes in the peak queue.
2:35pm Three systems checkedThe agent jumps between the carrier portal, orders and email.
Next day Cancels and buys elsewhereA refund, a lost customer and a one star review.
Answered in the moment1 chat, 1 minute, sorted
10:02am Asks on chatAI finds the order and shares live tracking in seconds.
10:03am Delivery slot changedWith a text confirmation sent straight away.
Peak afternoon Team freeAgents spend their time on the questions that need a person.
Illustrative example
Who feels the difference?
Peak without the panic, from the service floor to the board
The routine answered for youOrder status, returns and invoices resolved day and night.
One view of every orderNo jumping between the carrier portal, orders and email.
Peaks absorbedWithout doubling the team for the busy weeks.
A person one step awayComplaints and complex cases handed over with the history.
Where does AI fit?
AI that clears the queue before peak does
Order tracking and returnsAnswered from live order and carrier data.
Handover with the order on screenNobody repeats themselves when a person takes over.
Proactive updatesDelays and changes shared before customers have to ask.
Paid for on what it resolvesSo you are not paying for a bot and a contact centre on the same call.
Live callInbound, 10:02AI agent
CallerMy parcel was meant to arrive yesterday and it still hasn't come.
Order foundMatched from the caller's number0:18
Tracking checkedHeld at the local depot0:31
Second failed delivery flaggedOffered a refund or a new slotPriority0:40
New slot bookedText confirmation sent, no agent needed0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Industry benchmark25 to 40%of support tickets are order status enquiries, the easiest contact to automate well.
The callback functionality is really good, actually, so I wasn't going to put that in, and then Jack kind of forced me. And it's actually working really well.
Contact centre managerConsumer finance client
More client results
Answer100% of calls
Cutcost per contact by 30%
Record100% of customer conversations
Moveonto a new platform in 30 days
Why they chose us
“I think we've come with a really excellent phone system and a solution, so really pleased, and thank you for all your help and support.”
Project lead, utilities business
“Everyone here, kind of, that very first week was like, oh, we hate it, we hate it, but now it's just ticking along.”
Contact centre manager, consumer finance
“The migration was smooth... the phone switched. We've received phone calls, we've made phone calls, there's been no major complaints.”
CIO, law firm
Which platform?
The platform that fits your peak, not the loudest launch
We compare the whole market against how your customers really get in touch, then connect the choice to your order system, Shopify, Zendesk and carriers, so every conversation has the order behind it.
Tested at your peak volumes
Joined to orders, carriers and your helpdesk
AI paid for on what it resolves
The true cost, set out before you commit
Contact centre
AI agents
Plus Shopify, Zendesk and your order system
How does a project run?
A proven approach, shaped by more than 150 projects
01
Review
We measure why customers get in touch, what peak really looks like and what each contact costs.
02
Design
Journeys, routing and AI designed around your top contact reasons.
03
Build
Built and tested at volume, then switched over well before peak.
04
Run
Our own team stays on, tuning AI and reporting on what it resolved each month.
What do people ask?
Common questions
How much of our contact can AI really handle?
It depends on your mix, but order status, returns and delivery changes are often a large share. We measure yours first, so the case is built on your numbers.
Will customers be annoyed by a bot?
Not if it answers quickly and hands over well. We design for resolution, with a person one step away and the order history passed across.
Does it work with Shopify and our helpdesk?
Yes. We connect to your order system, Shopify, Zendesk and carriers, so answers come from live data.
How do we avoid paying twice?
We look at how AI is priced and make sure it resolves contact rather than passing it on, so the saving is real.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us