Service

Every customer question gets the right answer, fast, straight from the order.

A customer asks one question in chat. How many departments do you have to check with to get the answer right?

Works with

One chat on the website

A customer asks in chat.Five departments answer.

Website chatServiceDemo data

1 of 5·Who's writing, and what they've bought before.

Hi, I ordered a gift box for my mom yesterday.

CustomersBeside the chat: repeat customer · buys mostly for mom

From Customers

Hi. Order 18421, the gift box for your mom, is already linked to this chat. How can we help?

2 of 5·The answer comes from the real order.

When will it arrive?

OrdersPrep started at 10:40

From Orders

Your gift box has been in preparation since 10:40. Once it's out with the courier, you'll see the update right here.

3 of 5·Where the delivery is, at each step.

And where's the delivery now?

ShippingOut with the courier at 13:15

From Shipping

Order 18421

Preparing
On its way
Delivered

With our courier, arriving today by 20:00.

Once it's delivered, this card updates on its own.

4 of 5·A question that keeps coming up becomes a suggestion for the site.

The price isn't on the gift box, right?

Website31 customers asked this monthSuggested for the product page · a person decides

From Website

Right. There's no price on the box or anywhere inside it.

5 of 5·A payment link, right in the chat.

Can I also order a balloon and pay here?

FinanceBalloon price pulled from the site

From Finance

Secure payment link

Balloon · new order

Pay nowPaid. Invoice sent to the chat.

And what needs a person gets one.

Can I talk to someone on the team?

Service

Of course. Someone on the team will take it from here, with the whole conversation in front of them.

Waiting for a person

Demo data

Team alert, by email and text

What happened: Asked when the gift box would arrive, got a delivery update, paid for a balloon.
What the customer wants: To talk to someone on the team.
What they've been told: Arriving today by 20:00.

Draft reply, ready to approve

Hi, it's the team. I've read through the whole conversation. How can I help?

The team steps in, and the reply's already drafted.

This conversation is an illustration. What's behind it is live today:

Live todaySee exactly what runs

While the conversation is going, whoever's handling it sees who the customer is right beside it: who they usually buy for, for which occasions, their order history and past conversations. The profile is computed nightly, so a number like total spend can be a day old, and the panel says so.
LIVEcustomer-360-panel
As soon as payment is verified, the order is linked to the customer's chat, and the conversation opens with the order number already in it.
LIVEorder-linked-chat
When a customer asks when their order will arrive, the answer comes from what's actually happening: who the carrier is, when it was dispatched, and whether anyone has really started preparing it. An order is only called "in preparation" once prep has actually begun.
LIVEarrival-truth-engine
Every status change (in preparation, shipped, ready for pickup, delivered) shows up on its own in the customer's chat as an updated order card, without anyone sending a message.
LIVEorder-status-into-chat
One screen groups the questions customers ask in chat into patterns, with real quotes and a suggested fix. A person decides what to change on the site, and makes the change.
LIVEvoice-insights-knowledge
A customer who wants to pay gets a secure payment link right in the conversation. It creates a new order at the site price, and once it's paid, the invoice lands back in the same conversation.
LIVEchat-payment-link
Every 5 minutes, the system checks who in the chat is waiting for a person and hasn't gotten an answer yet. The team gets an email with a summary (what happened, what the customer wants, what they've already been promised) and a draft reply to approve, plus a short text message.
LIVEchat-wait-alert

That was the demo.

Here's the real conversation center.

Every website chat conversation on one screen, in real time. Anyone waiting for a person moves to the top of the list, and someone on the team joins and takes it from there. Customer names and message contents are blurred.

The conversation center: what is being asked now, what was answered, and what waits for a person.
The system MOVA was built on

What the Service department does

"When will it arrive?" answered from the order
Live todayHow it works
- The answer comes from who the carrier is, when the order was dispatched and whether anyone has actually started preparing it, not from the store's generic status. Once dispatched with the business's own couriers, the promise is same day. With an external carrier, it's up to 5 business days.
  LIVEarrival-truth-engine
Order updates in the chat, at every stage
Live todayHow it works
- In preparation, shipped, ready for pickup, delivered: each change shows up in the customer's chat as an updated order card. Automatic updates don't jump to the top of the inbox, so they never bury real requests.
  LIVEorder-status-into-chat
A payment link, right in the chat
Live todayHow it works
- A customer who wants to pay gets a secure payment link in the chat. A new order is created at the site price, and the invoice comes back to the same conversation. Guests are asked first whose name should go on the invoice.
  LIVEchat-payment-link
A waiting customer, with a draft reply ready
Live todayHow it works
- Every 5 minutes, the system finds who's waiting for a person, ranks them by urgency and sends an email with a conversation summary and a draft reply to approve, plus a text message. Financial or legal cases get no draft at all, and any draft that promises an amount, a discount or an arrival time is thrown out.
  LIVEchat-wait-alert
Every photo is read before the reply
Live todayHow it works
- Every photo a customer sends in chat is classified first, and the reply is written for its type: a family photo, a screenshot of a problem, a collage, a product that arrived damaged, a logo or a document. A screenshot of a problem flags the conversation for the team.
  LIVEphoto-classifier
Never promises what hasn't happened
Live todayHow it works
- When a customer asks when it'll arrive, the answer comes from the order's real state: whether prep has started, who the carrier is and when it was dispatched. Nothing that hasn't happened yet gets promised, even when a nicer answer would be easier.
  LIVEarrival-truth-engine
Knows when it's stuck, and hands off
Live todayHow it works
- When a question keeps coming back with no progress, the conversation is flagged and handed to a person instead of going in circles. A customer who's asked for the same thing twice won't get the same answer a third time.
  LIVEanti-loop-escalation
Fixes the customer's cart, live
Live todayHow it works
- A customer stuck in the cart gets help right in the conversation: items can be added, removed or fixed in their live cart, and they see the change on their own screen without being sent a new link.
  LIVEcart-takeover
Credits and refunds, right in the chat
Live todayHow it works
- Credits and refunds are issued from inside the conversation and recorded on the order, and the customer gets a confirmation in the same window. No second screen, no handoff to someone else.
  LIVEchat-credit-note
Every conversation on one screen
Live todayHow it works
- Every customer conversation from the website chat appears on one screen, in real time. Whoever has waited longest for a person rises to the top, and someone on the team joins, replies, tags, transfers and closes it with a reason.
  LIVEchat-center-live-inbox

Who the Service department talks to

What they decide together

Each row is one department and the decision their conversation leads to. Pick a row to see the conversation.

Service

Orders

A customer asks in chat: will the gift box arrive by Friday?

Illustration

ServiceCustomer: Will my mom's gift box get there by Friday?
OrdersOrder 18421 is packed and already with our courier.
ServiceReply: It went out today with our courier and arrives today.

A precise answer, because the chat doesn't guess. It reads the order.

Live todaySee exactly what runs

When a customer asks when an order will arrive, the chat answers from its real status: whether packing has started, which carrier has it and when it shipped. It never promises something that hasn't happened yet.
LIVEarrival-truth-engine

Open Orders

The question we get about this department

What if the chat tells a customer something that didn't happen?

The chat only says a gift box is in preparation once someone has actually started on it. When it's about to repeat itself, it offers someone on the team and flags the conversation. And any team draft that promises an amount, a discount or an arrival time gets thrown out.

Live todaySee exactly what runs

"In preparation" starts the moment someone actually begins preparing the order, not when it's marked paid. If an order promised for today isn't delivered by the end of the delivery window, the customer gets an apology and an admission that this is unusual.
LIVEarrival-truth-engine
Every reply is checked against what's already been said in the conversation. When the chat is about to repeat itself, it tells the customer, offers someone on the team or WhatsApp, and flags the conversation for the team.
LIVEanti-loop-escalation
Every draft reply passes a filter before it reaches the team. Any draft with an amount, a percentage, a refund, a discount or a time promise is thrown out entirely, and financial or legal cases get no draft at all.
LIVEchat-wait-alert