Can ZapiDesk answer order and shipping questions?

Yes. The agent answers inbound calls about order status, delivery windows, returns and policies using the content and policies you provide, so answers stay consistent with what your store actually promises.

Does it work for B2B as well as B2C?

Yes. Inbound consumer questions and wholesale or trade enquiries run through the same platform, with routing rules that send trade accounts to the right account manager.

What happens to complaints and chargebacks?

Routing rules escalate complaint, billing and chargeback calls to your team with the caller’s context already captured, rather than leaving them with the AI.

Can it handle cross-border customers?

Yes. ZapiDesk supports more than 30 languages, so international buyers are assisted in the language they are most comfortable in.

ZapiDesk for E-commerce

Turn Every Customer Call into a Better Shopping Experience

Most online buyers would rather ask a question than abandon a checkout. ZapiDesk answers inbound calls about orders, stock, shipping and returns using your own policies, captures the details your support team needs, and escalates anything urgent straight away.

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Built for

D2C online stores
B2B & wholesale
Marketplaces
Subscription commerce
High-volume retail sites
Dropshippers

How ZapiDesk Works for E-commerce

Answered by the ZapiDesk agent

01
Buyer calls your support line
ZapiDesk answers on the first ring, at any hour, in the language the buyer selects.
02
It looks up the answer
Order, product, shipping and returns questions are answered from your catalogue and policies.
03
It resolves or escalates
Routine questions are resolved on the call. Complaints, chargebacks and trade accounts are routed to a human with context attached.
04
Your team reviews it
Transcripts, summaries and quality scoring land in the dashboard for support review.

Every call logged & scored for quality

24/7
Customer Support: Handle order and product enquiries around the clock; 30+
Languages: Support customers in their preferred language; 1 call
To resolve: Handle routine customer queries on the first contact; Every call
Answered: Keep customers connected when your support team is unavailable

Platform capabilities

Everything the E-commerce solution includes

ZapiDesk brings AI-powered customer call answering, order support, product assistance and intelligent call routing into one platform, with workflows designed around the e-commerce customer journey from product enquiry to post-purchase support.

Order enquiry answering

An AI support agent answers inbound calls about order status, order changes and delivery windows using your own policies and catalogue content.

Product & stock questions

Share your catalogue, sizing, materials and availability details so buyers get accurate answers on the phone instead of emailing a question.

Policy knowledge answers

Feed in your shipping, returns, warranty and T&Cs content. The agent answers consistently, the same way, every time without contradicting your policy

Escalation to your team

Route complaints, chargebacks, wholesale accounts and anything urgent to the right queue with the caller’s context already attached.

Multilingual selling

Handle inbound buyers in the language they call in, which matters most for cross-border and B2B accounts.

Backorder & win-back calls

Run outbound campaigns for back-in-stock notices, abandoned-order follow-ups and reactivation, with every attempt tracked and reviewed.

Use cases

Where E-commerce Businesses Use ZapiDesk

From product enquiries and order updates to returns and delivery support, ZapiDesk helps businesses manage everyday customer conversations at every stage of the shopping journey.

Pre-purchase questions01

Answer buyers before they hit checkout

A shopper calls instead of abandoning their cart. The agent answers sizing, materials, delivery and returns questions from your own content and keeps the sale moving.

Post-purchase support02

Resolve order questions on the first call

Status, changes and delivery questions are answered against your policies, with the caller’s details captured and handed to your team with full context.

B2B & wholesale03

Qualify wholesale enquiries

Route inbound trade and wholesale enquiries to the right account manager, with the questions they asked already documented.

Connects to your stack

Works alongside the systems you already run

Google Calendar
Zoho CRM
Phone number provisioning
Call recording & transcripts

Questions

Frequently asked about the E-commerce solution

Straight answers about how the platform is used in your industry.

Start Handling Every E-commerce Call

Get a live AI customer support agent for your e-commerce business, ready to answer product, order, delivery and returns enquiries 24/7.

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