Support saturated at peak hours
Half the tickets are "where is my order?" and "do you have it in M?" — questions AI can resolve in seconds.
Retail
Post-sale support that sells again.
Live catalog, order status, returns and cross-sell. All from the channel the customer already uses — no sending them to a portal.
The problem
What hurts, in this industry.
Stale catalog and policies
Reps give different answers depending on who picks up. The AI cites the current version every time.
Returns cost more than the sale
Each return triggers 3-4 back-and-forth messages. A guided flow saves hours per case.
How we solve it
The Flamerly stack for this vertical.
- 01
Conversational agent
WhatsApp + web with customer memory and order history access.
- 02
Knowledge base
Catalog, return policy, FAQ by category — auto re-indexed.
- 03
Return workflow
Eligibility check → shipping label → refund, with human escalation at the edges.
- 04
ERP / TMS connectors
Live inventory + order creation + integrated tracking.
In production
Anonymized cases, real ranges.
Physical store chain (anonymous)
40-55% reduction in "order status" tickets in 60 days. Team redirected to higher-value cases.
Mid-market fashion e-commerce
Post-purchase cross-sell with 8-14% conversion on follow-up messages.
Regional marketplace
Average return time dropped from 9 days to 3 with the guided flow.
Connectors
Typical stack we plug into.
- HubSpot
- Salesforce
- SAP
- Shopify
- VTEX
- Magento
- Twilio
- WhatsApp Business
Not exhaustive. If yours isn't here, ask — we've probably already connected to it.