Where is my order
A customer gives an order number, an email address or a phone number, and Merrows finds the order in Shopify and reads the fulfillment and tracking status back in plain words: what shipped, when, and when it is due. On the phone the number is spoken; in chat and email the tracking link comes with it.
The follow-up question is usually a change. A cancellation before the order ships, or an exchange for a different size, is made in Shopify during the conversation, and the customer hears that it is done. Address changes are passed to your team with the order details.
Working with your team
When a parcel marked delivered never arrived, an item is damaged, or a customer wants a refund, Merrows gathers the order, the customer's account of it and any photos, opens the case in your helpdesk with the transcript attached, and tells the customer what happens next.
Subscriptions on Recharge and returns on Redo are handled in the same conversation, so a customer who asks two things gets both answers in one place.
The same answer on every channel
One connection to Shopify serves the phone line, the website chat, SMS and the support inbox. On every channel Merrows looks the order up live in Shopify, by order number or by the email address or phone number the customer gives or writes from. The reply to an email lands in the same thread as the question.
You pay per conversation Merrows handles: an order question answered, or one handed to your team with the order details gathered. The WISMO guide walks through what to automate and what to keep with a person.