OnDuty
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USE CASE · COMMERCE

E-commerce & retail

Turn product questions into checkouts, not abandoned carts.

OnDuty helps shoppers find products, get unanswered product questions resolved, track orders, and recover payment intent without waiting for an agent.

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Pain points we solve

  • •Shoppers abandon intent after small doubts about size, shipping, returns, or payment steps.
  • •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

Conversion rate uplift+5–10%
Order status tickets–40%

Handled by OnDuty

OnDuty

Product 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.

Enterprise extensions

For enterprise teams, this use case can be extended with custom workflow automation, private deployment options, and more advanced agent setups managed through OnDuty.

Where needed, we can deploy a more advanced automation layer using our own resources and manage it through the OnDuty platform.

Workflow steps

3 channels
  1. 1

    Assist during browsing

    OnDuty helps shoppers find the right product or variation.

  2. 2

    Answer pre-purchase doubts

    It responds to size, shipping and policy questions in real time.

  3. 3

    Handle order status

    Order lookups are handled automatically via tracking data.

  4. 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