Retail and e-commerce
Where is my order, answered forty times a day.
VoxHive answers the questions your team answers over and over: where the order is, when it will arrive, how to return it, whether you have it in stock. On the phone, by email and in web chat, all from your own policies.
The problem
The same question, all day, every day.
Most of the contact a retailer receives is one question wearing different clothes. Where is my order. When will it arrive. Has it shipped. It needs answering accurately and immediately, and it needs no judgement at all.
It arrives all at once. A dispatch delay, a courier problem or a promotion lands and the queue builds faster than anyone can work through it, while the customers with genuinely difficult problems wait behind people asking for a tracking number.
Then there is the seasonal shape of it. The weeks that matter most commercially are the weeks your contact volume triples, and hiring temporary staff to read tracking numbers aloud is nobody's idea of a good use of money.
A worked conversation
How a real call goes.
Agent
Good afternoon, Ellery Home. You are through to our AI assistant. How can I help?
Caller
I want to know where my order is.
Agent
Of course. Can I take your order number?
Caller
It's 48210.
Agent
Thank you. For security, can you confirm the postcode on the order?
Caller
B15 2NY.
Agent
That matches. Order 48210 left our warehouse yesterday and is with the courier for delivery tomorrow, between eight and six. Shall I text you the tracking link?
Caller
Yes please. And if I'm out?
Agent
The courier will leave it with a neighbour or in a safe place if you have given a preference, otherwise they will attempt again the next working day. I have sent the tracking link now.
Every answer here comes from documents the business uploaded. Where the agent does not have an answer, it says so.
What it handles
What the agent covers for a retailer.
Order status
Verifies the caller, then confirms where the order is.
Delivery timescales
Quotes your published courier windows and cut-off times.
Returns and exchanges
Explains your returns policy and issues the instructions.
Stock enquiries
Answers from the product information you upload.
Caller verification
Checks a PIN or order detail before revealing anything.
Peak and out of hours
Handles unlimited simultaneous contacts through your busiest weeks.
Where a person is still better
The agent will not process refunds without your authorisation. It captures the request, checks it against your policy and routes it for approval, so money never moves on the agent's own judgement.
It will not take card details by voice. Where a payment is needed, digits are captured by keypad and never seen or stored by the AI.
It will not make exceptions to your policy. A customer outside the returns window is told so plainly and offered a person, rather than being granted a goodwill gesture nobody authorised.
Genuinely upset customers go to your team. The agent recognises it and hands over with the full context rather than working through a script.
Setup
What the first week looks like.
- 1
Upload your delivery, returns and refunds policies, plus the product information customers ask about most.
- 2
Tell us how a caller should be verified before the agent discusses an order, and what it may reveal once they are.
- 3
We connect a number, your support inbox and the web chat widget, so all three answer from the same documents.
- 4
Decide which requests need human approval: refunds, goodwill and anything outside policy. Everything else the agent completes on its own.
FAQ
Questions from retail and e-commerce.
It can, where your order data is connected. Otherwise it captures the order number and enquiry and routes it to your team. We will tell you plainly what is connected in your setup rather than implying more than exists.
Clear the repetitive queue for good.
A twenty-minute walkthrough using your own delivery and returns policies, on your own scenarios.
Or read more about how we work.