Customer support

Ecommerce customer support

Handle the return/replacement requests for orders and provide human live chat.

A support flow for online stores. Shoppers start a return or replacement in the chat, and anyone who needs a person reaches your team in live chat.

How it runs

The example flow

Each step is a ReplyCX action block. Change the questions, add blocks or remove them in the Bot Builder.

01
Buttons
Shopper picks a request
The bot greets the shopper and offers buttons for a return, a replacement or another order question.
02
Collect input
Ask for the order number
The bot asks for the order number and saves it in a variable for the rest of the chat.
03
Collect file
Add a photo or invoice
For a damaged or wrong item, the shopper uploads a photo or invoice as PDF, JPG or PNG.
04
Condition
Route by request type
A condition block sends returns and replacements down separate paths based on the saved answers.
05
Send an email
Tell your team
Your team gets an email with the order number, the reason and the uploaded file.
06
Human handover
Live chat with an agent
When the shopper asks for a person, the chat moves to your support team in live chat.

Data

Each answer is saved in a variable, so you can reuse it later in the chat or send it to the tools your team already uses.

Details collected

Connects to

Send an email
Emails your team the details collected, or the whole chat transcript, when the flow reaches this step.
Live chat
Human handover moves the chat to the team you choose, with set messages for after hours or when no agent is free.
Freshdesk
Creates support tickets from the chat and fetches a ticket's status for the customer.
Google Sheets
Adds each submission as a new row, with each variable in its own column.

Setup

A basic chatbot built from a ReplyCX template can go live in under 1 hour, with no coding.