USE CASE · COMMERCE
E-commerce & retail
Turn product questions into checkouts, not abandoned carts.
OnDuty helps shoppers find products, understand policies and track orders without waiting for an agent.
Pain points we solve
- •Shoppers abandon carts after small doubts about size, shipping or returns.
- •Support spends hours answering order status questions.
- •Hard to provide guidance at scale across web, WhatsApp and marketplaces.
Outcomes you can expect
- •Shoppers receive instant, contextual help during checkout.
- •Order status questions are handled automatically.
- •Support focuses on complex cases and VIP customers.
Signals & metrics
Handled by OnDuty
OnDutyProduct discovery & sizing
OnDuty recommends products and explains sizing or specs based on your catalog.
Order tracking
Connect order IDs to tracking links and shipping status to answer in seconds.
Policy & returns FAQs
Explain returns, exchanges and warranties using your policy language.
Example conversation
User
Does this jacket run small or true to size?
OnDuty
Most customers say it runs slightly small. If you’re between sizes, we recommend going one size up.
User
Okay, and how long does shipping to Medellín take?
OnDuty
Standard shipping to Medellín takes 3–5 business days. Express takes 1–2 days. I can add this to your cart now.
Workflow steps
3 channels- 1
Assist during browsing
OnDuty helps shoppers find the right product or variation.
- 2
Answer pre-purchase doubts
It responds to size, shipping and policy questions in real time.
- 3
Handle order status
Order lookups are handled automatically via tracking data.
- 4
Escalate special cases
VIP issues or complex claims are routed with summarized context.
KPIs to watch
- Conversion rate
- Cart abandonment
- Support ticket volume
Channels covered
- On-site chat & product pages
- WhatsApp & social DMs
- Post-purchase email & SMS