What makes E-commerce & Retail support hard
Traditional tools weren't built for the volume, urgency, and specialization your team faces.
Order spike overload
Volume spikes 400% during peak seasons. Support queues overflow while customers wait for simple order-status updates that agents have to look up manually.
Repetitive WISMO queries
'Where is my order?' is your most common ticket. Every answer is the same — but agents still write each one from scratch, burning time on zero-value work.
Policy changes lag
Return windows change, shipping rules update — but FAQ pages don't keep up. Customers get inconsistent answers depending on which agent they reach.
Purpose-built for E-commerce & Retail
Draft WISMO replies in under 2 seconds
Liya reads each order inquiry, pulls context from your shipping data and return policy, and drafts a complete, grounded reply before your agent even opens the ticket.
- Order status context injected from your OMS
- Return policy grounded from your help center
- Tone-matched per channel — formal email, concise chat
- One-click send or inline edit with full control
Route every ticket without reading it
Order queries, returns, billing disputes, and general questions — all classified and routed automatically. Your team focuses on edge cases, not traffic-cop work.
- Order / return / billing intent classification
- SLA breach alerts before they happen
- VIP customer auto-escalation
- Auto-close resolved tickets + CSAT survey trigger
Return policies that stay current automatically
Connect your help center, return policy docs, and product catalog. Liya grounds every reply in the latest version — and flags gaps when something's missing.
- Auto-syncs from your help center and Notion
- Detects outdated content and flags it for review
- Source citations in every AI reply so agents can verify
- Gap detection from real ticket patterns
“First response time dropped dramatically once every ticket already had a draft waiting. Agents stopped starting from a blank screen — they just reviewed and hit send.”
Claire M.
Head of CX · Marketplace platform (YC W23)
↓ 78%
first response time
Explore other solutions