AI customer support that resolves the order question.
Merrows resolves order status, returns, exchanges, and subscription changes on the channel the customer chose, working straight against your store data.
Three questions that fill a support queue.
WISMO buries the queue
Where is my order, the question the trade calls WISMO, is the ticket your team answers by hand all day. Merrows pulls tracking from your store and answers in seconds, on chat, SMS, email, or a phone call.
Returns that follow your policy
When a request fits your policy, Merrows authorizes the return or exchange inside the conversation. When it falls outside, a person gets the case with full context.
Night traffic, day staffing
Questions keep arriving after the team logs off. Merrows answers 24/7, and the morning queue holds only real escalations.
Keep your helpdesk. Merrows works in front of it.
Merrows answers first, on whichever channel the customer used, and resolves what it can against your store. Gorgias, Zendesk, Gladly, Kustomer, Zammad and Zoho Desk all stay exactly where they are. Your agents keep the tool they know, their macros, and their reporting.
A conversation that needs a person opens a ticket in that helpdesk with the transcript, the order id and the customer history already attached. Your team reads one screen and answers. The tickets that never needed a person never arrive.
Every step of an order answer is yours to change.
Your Playbook, in plain words
Finding the order, reading the tracking and giving the delivery date are each a step in your Playbook, and you can edit any of them.
What routine questions cost in hours.
Take 600 order-status messages a week, and 6 minutes to handle each one. That is 60 hours a week, a full week of work for 1.5 people, spent reading tracking numbers aloud. Put your own two numbers in.
The Starter plan is $99 a month.
A subscription brand clears the routine queue without cutting the experience.
Where is my order, can I skip next month, can I exchange the size: most of the helpdesk volume asks routine questions, and the conversations that need a human wait in line behind them.
Merrows pulls tracking and delivery estimates from the store instantly, changes subscription cadence inside the conversation, and authorizes exchanges the customer is entitled to under policy. Anything outside the rules escalates with the transcript, the order id, and the customer history attached.
Routine questions resolve on the channel they came in on, with no ticket filed. The team handles the hard cases with context instead of triaging the easy ones.
What support leads ask first.
- Does this replace my helpdesk?
- Keep your helpdesk. Merrows answers first and hands over what needs a person, opening a ticket with the transcript and the order attached. Gorgias, Zendesk, Gladly, Kustomer, Zammad and Zoho Desk are all supported, and your agents carry on in the tool they already use.
- Can a customer change a subscription in the conversation?
- Skip, swap, pause, resume or cancel, on whichever channel they started on. Merrows works with the subscription platform your store already runs. The integrations page lists the platforms connected today. If yours is not on the list, tell us which one you use.
- Who writes the return policy it follows?
- You do. Your existing policy goes in as the rules: the window, the condition, who pays return shipping, which categories are final sale. Merrows applies those rules and nothing else, and a request outside them goes to a person.
- What can it do on its own?
- Order status, tracking, a cancellation before the order ships, and returns and exchanges under the policy you wrote. Refunds, reships and goodwill discounts go to your team, with the transcript and the order attached, and each action it took is in the transcript.
- What if a customer reads a card number aloud on a call?
- Merrows never asks for card details, and a spoken number is redacted from the stored transcript. Payment goes through a link on the channel the customer chose, so the card reaches your payment provider and never reaches us.
- Does it answer the phone too, or only chat?
- Both, plus SMS and email, with the same AI-powered rep and the same Playbook on all four. On every channel it looks the order up live in your store, by order number or by the email address or phone number the customer gives.
- What does it cost?
- The Starter plan is $99 a month with web chat and email included, and it carries 250 credits. A chat or email conversation uses one credit. Above the allotment the rate is 45 cents a credit, which larger plans bring down to 32 cents, and the first fourteen days are free.
The systems it works in.
Redo
WordPress
Wix
Squarespace
Webflow
Gladly
Gorgias
Kustomer
Zammad
Zendesk
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Answer where is my order before an agent has to read it.
Connect Shopify and Merrows answers tracking, returns, exchanges, and subscription changes on chat, SMS, email, and voice. Fourteen days free, with no card for chat and email.