Inbound
Order and delivery questions, answered on the phone
It looks the order up while the caller is still talking, tells them where it is, and changes the delivery if that is what they wanted.
Incoming call
What this is for
Where is my order is the highest-volume call in most retail support queues and the least interesting one to take. Everything the caller wants to know is already sitting in a system. The only reason a person is involved is that nobody has connected the phone to it.
What it does with an order enquiry
- 01
Identifies the order
It asks for the order number, or matches the number the customer is calling from. Either way the lookup has happened inside the first few seconds.
- 02
Reads the current status
Dispatched, out for delivery, returned to depot. Whatever your system says at that moment, not what an overnight export said last night.
- 03
Acts on what they want next
Rebook the delivery, change the address, start a return, resend the tracking link. Done on the call, not logged for somebody to pick up tomorrow.
- 04
Escalates the genuine exceptions
Lost parcels, damage, refunds outside policy. Anything that needs judgement goes to a person with the order already open.
Related
- Retail and e-commerceWhere is my order, can I change it, how do I send it back. The three calls that fill a support queue, answered on the phone.
- Inbound supportPoint it at your material and it answers from that rather than a script you maintain. What it has no grounds to answer becomes a transfer, not a guess.
- LogisticsDelivery windows, failed drops and driver callbacks, handled by phone at the volume they actually arrive in.
- AI receptionistIt answers on the first ring, works out what the caller needs, and either handles it or puts them through to the right person. Every call leaves a transcript.
Order status calls: common questions
Where does the order data come from?
From the systems you already run, through the integrations set up on your account. The lookup happens live, during the call.
Can it change a delivery, or only report on one?
Both, if you give it the action. Rebooking a slot, redirecting to a neighbour or a pickup point, and resending a tracking link are all things it can finish on the call.
What if the customer does not have their order number?
You choose the fallback: match on the calling number, on an email address, or on name and postcode. If none of that resolves it, the call goes to a person rather than to a guess.
Does it handle returns?
It can start one. Check the item against your policy, take the reason, pick exchange or refund, trigger the label. Anything outside policy is escalated.
How does it cope with a spike after a promotion?
Calls run in parallel rather than queueing against a headcount, so a peak shows up as minutes billed instead of hold time.
Still stuck? Talk to our team.