Ecommerce Customer Service — Resolve Orders, Answer Comments, Keep Customers
Unify channels, automate workflows, recover revenue, retain customers.
In short
Tactful AI helps ecommerce teams answer every order question on WhatsApp, Instagram, Facebook comments and webchat from one inbox. AI Agents answer FAQs, track orders, recommend products and moderate comments, and hand over to your team when needed. Order tracking and product recommendations connect to Shopify and Odoo.
The ecommerce CX gap is costing you revenue
Every abandoned cart and unanswered DM is revenue walking out the door.
of online carts are abandoned before checkout
Baymard Institute, 2024is the expected response time on social channels
HubSpot State of Service, 2024of consumers switch brands after poor CX
PwC Future of CX, 2024cheaper to retain than acquire a new customer
Harvard Business Review
Results from ecommerce teams
Retail and ecommerce teams run their customer conversations on Tactful AI.
Elaraby
Elaraby brought 19 social channels into one inbox with Tactful AI. The team reached a 100% response rate and a 61% faster response time.
Read the Elaraby case studyRugMorgh
RugMorgh automated 80% of their sales orders in 1 month after deploying Tactful's AI agents on WhatsApp.
Delivery updates also depend on your shipping partners. Read about the Bosta partnership
The hidden cost of slow, fragmented commerce support
WISMO at scale
"Where is my order?" floods your inbox every day.
Abandoned carts
Customers drop off at checkout. Slow follow-up kills revenue.
Returns backlog
Manual returns processing frustrates customers and burns hours.
Social comment floods
Thousands of comments per launch. Manual moderation can't cope.
CX infrastructure built for ecommerce outcomes
Eliminate up to 80% of 'Where is my order?' tickets
AI pulls live tracking from Shopify, Odoo or your order system and replies in seconds. Conversations that need a person are handed over to your team, with the full history.
Recover abandoned carts with a flow built for you
A WhatsApp flow we build for you sends each shopper a one-to-one reminder, with governed discounts.
Process refunds in-conversation
Governed actions handle returns within your rules. Every action logged.
Never miss a purchase-intent comment again
AI classifies every comment, auto-replies to fans, and routes hot leads to sales.
See how much revenue CX is recovering (Early Access)
Live dashboard: recovered carts, conversion by channel, ROI per agent.
Handle 10× volume with zero new hires
AI absorbs seasonal spikes — Black Friday, flash sales, viral moments.
Where is my order #45892? It was supposed to arrive yesterday
AI: Hi Sarah! I've checked order #45892. It shipped via DHL and is currently in transit. Updated ETA: tomorrow by 2pm.
AI: Here's your tracking link: dhl.com/track/45892. Would you like a delivery notification when it's out for delivery?
Yes please! Thank you
WhatsApp for ecommerce: instant order updates on every channel
"Where is my order?" is your most common request. AI resolves it in 12 seconds -- with tracking link, ETA, and proactive delay alerts.
- Looks up orders in Shopify or Odoo, or in your order system once Tactful's team connects it
- Responds in seconds with tracking link and ETA
- Conversations that need a person are handed over to your team, with the full history.
Win back abandoned checkouts automatically
Recover abandoned carts with a WhatsApp flow we build for you: each shopper gets a one-to-one reminder, and AI Agents answer their questions.
- Built and configured for you during onboarding
- Governed discount rules — no rogue offers
- Multi-step sequences with smart timing
Customer left 3 items ($247) · 15 min ago
WhatsApp · "Your items are waiting" + 10% off
Completed checkout · $222.30 recovered
Moderate at launch speed
Tactful classifies comments and routes priority conversations to your team — automatically.
- AI classifies: purchase intent, complaint, spam, general
- Routes complaints and high-intent leads to agents
- 100% response rate on social — no comment left behind
Built for teams that have outgrown basic tools
Live chat for ecommerce gets harder as order volume grows. Tactful AI gives growing teams the controls that basic tools lack.
- Priority-based routing that balances load across your agents
- SLA tracking on every conversation
- A supervisor view of queues and agents in real time
- Facebook and Instagram comments next to private messages
- Arabic, including Egyptian dialect and Franco-Arabic, proven in live deployments
Stop losing revenue to slow support.
See how Tactful handles your order tracking, cart recovery, and social moderation — with your real data.
Manual operations vs. CX infrastructure
Conversations that need a person are handed over to your team, with the full history.
The business case for ecommerce CX infrastructure
2–3x more abandoned carts converted
16 agents freed for complex work
Fewer churned customers, higher LTV
Up to 80% of routine tickets resolved by AI Agents; your team handles the rest. Conversations that need a person are handed over to your team, with the full history.
Ecommerce customer service FAQ
How do I implement conversational AI for retail?
Start with your most common questions, such as order status, delivery and returns. Connect your store so AI Agents can look up orders, then add your policies and FAQs. Tactful configures the flows with you during onboarding, and you can go live in under 7 days. Our step-by-step framework walks through each stage.
Which platforms automate order status and returns on live chat and WhatsApp?
Tactful AI does both from one inbox. AI Agents track orders through Shopify and Odoo and reply on WhatsApp, Instagram, Messenger and webchat. Returns questions are answered from your own policies. When a customer needs a person, the conversation is handed over to your team, with the full history.
Can AI handle refunds and cancellations?
Yes. Once Tactful connects your systems, AI Agents can process refunds and cancellations within the rules your team sets. Every action is logged in the conversation history. You can require a manager's approval for sensitive actions. Cases outside your rules are handed over to your team, with the full history.
How is pricing different from adding more agents?
Tactful AI is priced per conversation, and seats are never billed. Adding agents to your team adds no licence fees. Your bill stays the same as volume grows: AI is included in your conversation band. See pricing for the plans and what each conversation band covers.
Which conversational commerce platform suits Egyptian and Gulf brands?
Tactful AI works well for Egyptian and Gulf brands that sell on WhatsApp and social. AI Agents understand Arabic, including Egyptian dialect and Franco-Arabic, proven in live deployments. Facebook and Instagram comments and messages sit in one inbox with WhatsApp and webchat. Ecommerce teams such as Elaraby and RugMorgh run their customer conversations on Tactful AI.
Related Use Cases
See Tactful in action for your store
30-minute walkthrough with your channels, your order data, and your use cases. No slides, no pressure.
- Your Shopify data connected
- Cart recovery workflow live
- ROI model with your numbers