Your AI agent looks up the order in Shopify or WooCommerce and replies with the status and tracking. When your team steps in, they see the same order beside the conversation.
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Powering support for growing teams
Order and shipping support covers the questions customers ask after they buy: where the order is, when it arrives, how to change it and how to return it. In ThriveDesk, Neo answers these from your Shopify or WooCommerce data, and agents see the customer’s orders beside every conversation.
After a sale, the same few questions arrive over and over. Each one means opening the store admin, finding the order, copying the tracking link and pasting it back. It takes a minute once and hours across a week.
Neo finds the order by email or order number and replies with its status, carrier and tracking link.
Neo explains your return policy and refunds orders under the limit you set. Anything above it goes to a teammate with the order details.
Agents see the customer’s orders, items and history next to the ticket, so they don’t switch to the store admin.
Email, live chat, and social all land on the same agent. It remembers the customer across every one of them and follows the same rules everywhere.
01 — Resolution
It pulls the order, checks your refund policy, and takes the action — refund, replacement, new address. It reads the photos people attach, then tags the thread and closes it.
02 — Retention
When someone clicks cancel, it offers what you told it to offer: a discount, a pause, a skipped delivery. Every save and every reason writes back to your subscription tool.
03 — Revenue
It knows your catalog and your reviews. When a shopper stalls at checkout with one last question, it answers in your voice and points them at the product that actually fits.
Train Neo, test it on real questions, then turn it on across your channels. You don’t need a developer.
Qualify
Works out what they are shopping for
Recommend
Picks the fit from your catalog
Recover
Answers the question blocking the cart
Understand
Reads the order and the intent
Decide
Checks policy, picks an action
Reply
5 scenarios
Testing as Floyd Miles
Where is my order?
Reads the order, quotes the live tracking state
Cancel my subscription please.
Offers a pause before it processes the cancel
Do you ship to Portugal on Sundays?
No shipping rule covers this — needs an answer
My package arrived smashed.
Damage claim, waiting on the escalation rule
Can I swap the size before it ships?
Checking the fulfilment window before it edits
9 channels
One agent, live wherever customers reach you
Automation rate
Optimize55% 18%
Involvement rate
73% 0.5%
Resolution rate
76% 4.3%
CX Score
Report63% 1%
Positive CX reasons
Negative CX reasons
Performance funnel
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| “Where’s my order?” | An agent opens the store admin and copies tracking | Neo replies with status and tracking |
| Late delivery | The customer emails twice | Neo checks the carrier status and explains the delay |
| Return request | Back and forth over the policy | Neo explains the steps and refunds it within your limit |
| Address change | Lost in the queue | Goes straight to a teammate with the order attached |
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
Customers ask where their order is by email, on your site and on the phone. Neo answers all of them from the same order data.
Replies to shipping and order confirmation emails land in the shared inbox, and Neo answers with the latest tracking.
Voicemails from your phone provider land next to the customer’s orders, so your team calls back with the answer ready.
Send shipping and delivery updates before customers ask, and let Neo answer when they reply.
Shared inbox, live chat, and a help center — plus AI that does more than reply: it resolves tickets, takes action, and updates customers on its own.
