Helpdesk software for webshops and e-commerce

Which questions does a webshop get every day?

In most webshops the bulk of the questions is about a handful of topics. Those are exactly the ones you want to answer quickly and consistently.

• Where is my order?. The status and tracking code live in your webshop or with your shipping service. With an integration they sit next to the ticket.
• Can I return this?. Your returns policy lives in the knowledge base. The AI agent or your colleague answers from it, and a refund is always done by a person.
• When will it be delivered?. Delivery times and shipping costs are fixed answers: a knowledge base article and a canned response.
• Did my payment go through?. With an integration with your payment provider you see the payment status on the ticket.
• Is it still in stock?. Often through Instagram or WhatsApp, at any hour. Those messages arrive in the same inbox.

How do you see the order next to the ticket?

You connect your webshop once, with a key that can only read. From then on SupportChannel looks up the customer on every ticket by their known email address or phone number, and shows the latest orders with status, line items and tracking. You click through to the order in your own admin. Shopify and WooCommerce are available; Lightspeed eCom, Magento and bol follow.

For shipments and payments: Stripe is available; Sendcloud, MyParcel and Mollie follow. Everything is listed with its current status on the integrations page.

If you sell in more than one place, for example your own store and a marketplace, you connect both. On the ticket each order shows which store it came from.

Can the AI agent answer where an order is?

With a connected webshop or shipping service the AI agent looks up the order for the customer of the ticket and replies with the status and the tracking link. The question that comes back most often disappears from your team's pile.

An order number in a message is a search term to the AI agent, not proof. If the customer's address is not confirmed, for example because they typed it in the chat themselves, it only shares the status and shipment of that one order, and only when order number and email address belong together. It then gives no address, no payment details and no other orders.

You only pay for an AI resolution: a ticket the AI agent resolves without a person and that is not reopened for 72 hours. If it is unsure, the customer is upset or asks for a person, the ticket goes to your team and you pay nothing.

How does a webshop bring all channels together?

A customer emails about a return, sends an Instagram message an hour later and then opens the chat on your site. Without one overview two colleagues answer the same question, or nobody does. In SupportChannel every message belongs to a ticket with a status and an owner, and the contact shows what was discussed before.

Email, the chat on your website and your contact form are in every plan. WhatsApp, Instagram, Facebook Messenger and TikTok are added from Plus. If your site runs on WordPress, the WordPress plugin adds the chat and your forms in a few clicks.

How do you handle return requests?

Put your returns policy in the knowledge base: the period, the conditions and how a customer registers a return. That article is the source for the AI agent and for AI Copilot's draft replies at the same time.

With automation every ticket about a return gets a tag and a department, so returns do not get lost between product questions. Refunds and cancellations stay with a person: the AI agent can never do that on its own.

What do you do at peak times, such as Black Friday and the holidays?

AI triage gives every new ticket a topic, a priority and a sentiment, so an angry customer does not end up below two hundred shipping questions. SLAs show which tickets need an answer first.

The questions that grow most at busy times, about delivery and shipping, are also the ones the AI agent answers best on its own. Because you pay it per resolved ticket, the cost follows the peak instead of running ahead of it.

Colleagues who only read along and write internal notes, for example from the warehouse, cost nothing. A colleague who helps out temporarily you simply add; you see the cost beforehand.

Which plan suits your webshop?

Prices exclude VAT, billed annually. Monthly billing costs € 19, € 49 and € 85. Meta's WhatsApp message costs are passed on with a 10 percent markup.

How do you start?

1. Start the trial

   You try the Plus plan free for 14 days, with up to 3 users.

2. Connect email and chat

   Forward your support mail to your forwarding address and add the chat widget to your site, with one script or the WordPress plugin.

3. Fill your knowledge base

   Write down your returns policy, delivery times and shipping costs. That is your help centre and the source for the AI.

4. Connect your webshop

   As soon as the integration for your platform is available, connect your store with a read-only key.

5. Switch on the AI agent

   You choose per channel whether the AI agent may reply, and give it instructions on tone and limits.