What happens when the AI can't answer a question?

Complex or sensitive queries are escalated to a human agent instantly via WhatsApp or your helpdesk system. The AI passes the full conversation context so the agent doesn't need to ask the customer to repeat themselves.

Can it handle returns and refund requests end to end?

Yes for standard return requests that match your policy. The AI captures the return reason, order details and preferred resolution, logs it in your system, and notifies the customer of next steps. Edge cases that fall outside policy are escalated to a human.

Does it work with both WooCommerce and Shopify?

Yes. We have native integrations for both platforms, with access to live order data, customer records, and product information. Custom platforms with API access can also be integrated.

Is the AI trained on my specific products and policies?

Yes. During setup we ingest your full product catalogue, FAQs, shipping policies, returns policy, and any custom knowledge base content. The AI is trained specifically on your store - not generic e-commerce knowledge.

Pricing starts at R4,500/month including WhatsApp Business API costs for up to 1,500 support conversations per month. Higher-volume stores are priced based on conversation volume. Book a free consultation for a custom quote.

Works With WooCommerce & ShopifyPOPIA CompliantLive in 7 Days

Handle 80% of Customer Support Automatically - Without Extra Staff

Order status, returns, delivery queries, product questions - your support team answers the same questions hundreds of times a week. Our AI support assistant handles them instantly, 24/7, across WhatsApp and your website, so your team focuses only on complex issues.

"We were getting 200+ support messages a day during peak season and couldn't keep up. The Smart AI as…"

Keegan Marsh, Head of Operations

Illustrative example, not a client result.

Get My Custom AI Plan

Handle 80% of Customer Support Automatically - Without Extra Staff

Your Support Team Is Drowning in Repetitive Order Queries

South African e-commerce shoppers expect fast answers - and when they don't get them, they leave negative reviews on HelloPeter and Google, initiate chargebacks, and never buy again. But hiring more support staff is expensive, and the same questions keep coming in every single day.

Over 65% of e-commerce support tickets are repetitive queries: order status, delivery ETAs, return policies and product info
Average response time for SA online stores without automation is 6-18 hours - shoppers expect answers in under 10 minutes
Every unresolved support query costs 5-7x more in chargeback risk and lost lifetime value than the original order value
Support staff turnover is high - retraining new staff on product knowledge and policies is a constant drain
Scaling support headcount linearly with order volume destroys e-commerce margin

Illustrative example, not a client result.

Slow Support Is Killing Your Reviews and Your Repeat Purchase Rate

HelloPeter and Google reviews dominated by 'no response from support' complaints directly suppress new customer conversions. Meanwhile, your support costs grow with every new order. Stores that have automated tier-1 support are handling 3x the order volume with the same team - and getting better reviews.

65%

of SA e-commerce support tickets are repetitive questions the AI can answer instantly

18hrs

average response time for SA online stores without automated support

R8,500

average monthly saving on support staffing costs for a mid-sized SA online store

Illustrative example, not a client result.

Your 24/7 AI Support Assistant for Your Online Store

We build an AI support chatbot that integrates with your WooCommerce or Shopify store, your order management system, and your WhatsApp Business account - answering order queries, processing return requests, checking stock availability and escalating complex issues to human agents instantly.

Order Status & Tracking Automation

Customers ask 'Where is my order?' via WhatsApp or website chat. The AI looks up their order in real time and replies with live tracking information - no human involvement needed.

Returns & Refund Processing

The AI guides customers through your returns process, captures return reasons, generates return labels where applicable, and logs the request in your system - handling the most time-consuming support category automatically.

Product Knowledge Base

AI is trained on your full product catalogue, FAQs, sizing guides and policies. It answers product questions accurately and can recommend alternatives when items are out of stock.

Ready to implement this for your E-Commerce?

Get My Custom AI Plan

"We were getting 200+ support messages a day during peak season and couldn't keep up. The Smart AI assistant now handles about 78% of them automatically - order tracking, returns, stock queries. Our team only deals with the genuinely complex cases and our HelloPeter score went from 3.1 to 4.4."

Keegan Marsh

Head of Operations, StyleHub Online, Johannesburg

78%

of support queries handled automatically without human involvement

< 60s

Average AI response time to customer queries

4.4★

Average HelloPeter/Google rating improvement within 60 days

Illustrative example, not a client result.

Automate Customer Support for E-Commerce

South African Market Perspective

South African e-commerce businesses handle an average of 450 customer queries per 1,000 orders, with WhatsApp becoming the preferred support channel (used by 72% of online shoppers for order inquiries). AI chatbots deployed on WhatsApp Business API and website live chat can resolve 60-75% of common queries: order tracking, returns, stock availability: without human intervention, freeing support teams to handle the complex cases that affect customer lifetime value and Hellopeter ratings.

Illustrative example, not a client result.

How It Works

Support Audit & Knowledge Mapping (Day 1-3)

We analyse your top 50 support query types, review your policies and product catalogue, and map escalation rules. We identify which queries to automate fully and which need human handoff.

Build & Integrate (Day 3-6)

We build your AI support assistant, integrate it with your store backend for live order data, configure WhatsApp Business API and website chat widget, and train the AI on your product knowledge base.

Launch & Improve (Day 7+)

The assistant goes live with full monitoring. We track automation rate, resolution rate, escalation triggers and customer satisfaction scores. Weekly optimisation ensures the AI handles more query types over time.

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