What makes Marketplaces support hard
Traditional tools weren't built for the volume, urgency, and specialization your team faces.
Two audiences, one team
Every marketplace has buyers AND sellers — two completely different support needs, policies, and escalation paths. One team. Double the complexity.
Trust & safety at scale
Fraud, disputes, and policy violations require fast, consistent responses at high volume. Manual review can't keep up — but auto-closing creates liability.
Unpredictable volume spikes
Platform launches and peak seasons create support surges that are impossible to staff for. Overhiring for peaks means wasted capacity during quiet periods.
Purpose-built for Marketplaces
Buyer vs. seller — routed automatically
Liya identifies whether each ticket comes from a buyer or seller and routes it to the right queue with the right context — before any agent has to read it.
- Buyer / seller classification on every ticket
- Fraud signal detection with automatic flagging
- Trust & safety escalation routing
- Priority scoring by account tier and urgency
One knowledge base, two audiences answered
Liya drafts grounded replies for buyer FAQs and seller policies from a single shared knowledge base — adapting tone and policy context based on who's asking.
- Context-aware: different answers for buyers vs. sellers
- Grounded in both buyer policies and seller guidelines
- Tone adapts per audience and channel
- Human-in-the-loop — agents always review before sending
Handle volume spikes without extra hires
Automations absorb routine inquiries — order status, payment holds, listing questions — so your team handles the edge cases that genuinely need a human.
- Routine buyer and seller queries auto-handled
- Dispute workflows triggered automatically
- VIP seller auto-escalation
- Auto-close on resolution + CSAT trigger
“We support both buyers and sellers on our platform — it used to mean double the headcount. Liya handles the routine volume from both sides. Our team finally focuses on the complex stuff.”
Alex T.
VP Operations · Consumer marketplace
< 1 day
to go live
Explore other solutions