"Where’s my order?" answered on the spot, with tracking.
The customer asks on WhatsApp, by email or on the marketplace. Will checks the order in the ERP, pulls the tracking from Correios or Melhor Envio and replies right away, in the company’s voice. If the delivery is late, it gives the new date and chases whatever is holding the order up.
BBiacustomer service
Hey Will, answer everyone who asked about delivery on Mercado Livre.
Mercado LivreGathered 12 questions about delivery
BlingChecked the invoice and shipment for each order
CorreiosPulled the latest tracking for each one- Mercado LivreAnswered each buyer with their tracking
Example · fictional company and data
Before and after Will
Without Will
- You open the ERP, then your email, then ClickUp.
- You ask operations and wait for someone to reply.
- The customer gets a date nobody was sure of.
With Will
- Finds the order. In the store, the marketplace and the ERP: status, items, invoice and what still has to ship.
- Pulls the tracking. From Correios, Melhor Envio, Jadlog or Loggi, with the latest delivery update.
- Answers the customer. On WhatsApp, by email or on the marketplace, in the company’s voice and without exposing anything internal, like the margin.
- Chases what’s late. If a delivery is stuck, Will opens a ticket with the carrier, tells customer service and gets back to the customer with the new date.
A day with Will
Example: Lume Casa (fictional), a home-goods online store with 38 people.
Ana Paula R. asked about #1842 again.
The order is waiting on linen from Têxtil Norte, which ships Friday. With Monday’s pickup, delivery lands on Wednesday.
Can I promise Wednesday?
Yes, if Têxtil delivers on Friday. I’ve already replied to Ana Paula on WhatsApp with Wednesday as the estimate. If Têxtil slips, I’ll let her know the same day.
Example · fictional company and data
Frequently asked questions
Does Will answer customers on its own?
Yes, on WhatsApp, by email and on the marketplaces, in the company’s voice. You decide what Will does on its own and what it brings to you, like a complaint or a refund request, and everything gets a receipt.
What if the information isn’t in any system?
It says what it couldn’t see and never makes up a date. Every answer shows its sources.
Does it work with WhatsApp?
Yes. Will replies on the company’s WhatsApp, by email and in Mercado Livre, Amazon and Shopee messages, with tracking from Correios, Melhor Envio, Jadlog or Loggi.
Start with what you chase by hand.
Plans tailored to your company. Tell us what takes up most of your team’s day, and Will starts there.