Where is my order
Most messages to a D2C brand are about order status, returns and refunds. Each takes a person two minutes to look up and thirty seconds to answer.
Solutions · Customer support
Quick answers for routine questions, and a person for anything that matters.
Support teams for D2C brands, NBFCs and service businesses get the same ten questions in Hindi, Gujarati and English, on WhatsApp, at all hours. A support agent answers the routine ones from your data and hands the rest to your team with the context attached.
AksharAISupport agent on WhatsAppAK
Support agent on WhatsApp
Mara order nu status shu che? Order 58213
Tamaro order 58213 aaje Surat thi dispatch thayo che. Delivery 14 October sudhi thase.
I want to return the second kurta, size is wrong.
Size exchange is free within 7 days of delivery. I have booked a pickup for 15 October. You will get the exchange once it reaches our warehouse.
Exchange request EX-2291 created. No refund involved.
The work today
What slows customer support teams down
Customers write the way they speak
Questions arrive in Hinglish, in Gujarati script, as voice notes, with spelling that keyword bots cannot follow.
Evenings and Sundays pile up
The queue that builds over a festival weekend takes until Wednesday to clear, and the angry reviews arrive before the replies.
Handovers lose context
When a bot gives up, the customer repeats the whole story to a person, who then asks for the order number again.
How the work flows
A typical piece of work, stage by stage
- Step 1Customer writesWhatsApp, web, email
- Step 2Intent understoodAny language they use
- Step 3Answer from your dataOrders, policies, FAQs
- Step 4Handover if neededWith the full context
- Step 5Ticket closedLogged with sources
Agents and templates
What customer support teams start with
Agents take on a whole process. Templates are smaller starting points you adapt in the studio.
Where a person approves
The decisions that stay with your team
Refunds and compensation
The agent can explain the refund policy and start a request. A person approves the refund itself, because it is money leaving the business.
Complaints and escalations
Angry messages, legal threats and anything mentioning a regulator go straight to a senior person, with the conversation so far.
Changes after dispatch
Address changes, cancellations after dispatch and special requests go to the support desk, since they need someone to call the courier.
Questions
From customer support teams
Which channels can it answer on?
WhatsApp Business, a chat widget on your website or app, email and voice. The same agent and the same rules work across all of them.
What happens when it does not know?
It says so, and hands the conversation to a person in your helpdesk with the summary and order details attached, so the customer does not repeat themselves.
Can it see our order system?
Yes, through a read connection to Shopify, Unicommerce, your own database or another system, limited to the fields it needs.
Will customers know it is an AI agent?
We recommend saying so plainly at the start of the conversation, and always offering a way to reach a person.
Other teams
See the work in other teams
See it on your work
Bring one slow, repetitive process. We will show you an agent doing it.
A working session with someone who builds these every week.
Or get a ballpark proposal in two minutesWhat happens next
- Step 1A short call about one process and the systems involved
- Step 2A demo of an agent working on a version of your task
- Step 3A clear view of fit, approvals and what it would take