D2C brands and online stores
Every order question, on the channel your customer used.
Shoppers ask about orders on WhatsApp, comment on Instagram, and email about returns. Samvaads puts all of it in one inbox, next to the order, so whoever replies already knows what was bought and where it is.
Without one place for it
What usually goes wrong
The same question, in four places
A customer messages on WhatsApp, then comments on Instagram, then emails. Three people answer, or nobody does, because nobody sees the whole story.
Agents tab-hop to find the order
Every reply starts with a search in the store admin. The answer is simple; finding it is what takes the time.
Delays reach you before you reach them
When a courier hub backs up, you hear about it from dozens of customers one at a time, instead of telling them first.
How Samvaads handles it
The same work, on one record
One thread, whichever app they wrote from
ExampleA repeat buyer asks on WhatsApp where her order is, then follows up on Instagram an hour later. Both messages land on one contact, and the agent sees her past orders beside the thread.
- WhatsApp, Instagram, email, the website widget, and calls in one queue
- Store orders from Shopify or WooCommerce shown on the customer record
- Reply in the channel she used, without switching tabs
Order status answered at any hour
ExampleAt night, an AI agent picks up “where is my order?”, looks up the order through your own endpoint, and replies with the latest status. Anything it cannot answer goes to a person with a written summary.
- Flows you draw, test in simulation, and publish to chosen channels
- Calls your own HTTP endpoints mid-flow for live order data
- Hands over to a human with the conversation summarised
Tell customers about a delay before they ask
ExampleA store event marks orders stuck at one courier hub. A journey sends each affected customer a WhatsApp update with the new date, and replies come straight back to the inbox.
- Start a journey from store events, your own API, or a schedule
- Waits, branches, and sends across WhatsApp, SMS, and email
- Cart reminders, delivery updates, and review requests from the same builder
Launches that look designed
ExampleFor a new collection, the team builds a WhatsApp carousel with one card per product and sends it to customers who bought from the previous drop and agreed to hear from you.
- Carousel and Flow templates built inside the workspace
- Send to saved segments, with preferences that campaigns respect
- Per-send results and a rerun for the ones that failed
End to end
A cash-on-delivery refund, end to end
An example: a customer cancelled a COD order, but the courier collected the money anyway.
She writes on WhatsApp
The message lands in the shared inbox on her existing contact, with her order history beside it.
It becomes a ticket
The agent turns the chat into a refund ticket. The SLA clock starts and the messages stay attached.
Copilot catches up the agent
A one-paragraph summary of the thread and the order, and a drafted reply the agent edits before sending.
Finance is pulled in privately
An internal thread on the ticket asks finance to confirm the courier remittance. The customer sees none of it.
The refund is confirmed
The agent replies on WhatsApp with the refund reference and resolves the ticket.
CSAT on close
A short survey goes back to her on WhatsApp, and the score is tied to this ticket in the dashboards.
What to measure
Numbers worth watching
- First reply time by channel
- Shows whether WhatsApp and Instagram are getting the same attention as email.
- SLA attainment on returns and refunds
- The tickets where a late answer costs you the next order.
- Share of chats an AI agent resolves
- How much of “where is my order?” no longer needs a person.
- CSAT after resolution
- Whether the fix actually landed, ticket by ticket.
Watch these in Samvaads dashboards, or ask Copilot for them in plain words. To estimate what your own team could save, try the ROI calculator with your own volumes.
Try it now
See it in the live demo
The live demo is a sample home-goods store, so the names differ from your business, but the inbox, tickets, customer records, and Copilot work the same way. No sign-up needed.
See it with your own channels
Tell us how your team works today and we will walk you through the parts that matter to you.