Answers with sources
Will answers with what’s in Bling, your store and the carrier, and keeps track of where each detail came from.
Will
Right now, you’re the one digging through three systems for the answer.
When a customer asks "Where’s my order?" Will pulls together the order, stock, supplier and delivery in Bling and replies on the channel the customer used: email, WhatsApp or Mercado Livre.
BBiacustomer service
Hey Will, answer everything that went unanswered over the weekend.
Willdone
GmailFound 14 unanswered customer emails
Mercado LivreAnswered the 9 product questions- BlingChecked the status of the 11 orders mentioned
- GmailReplied to all 11 with the right delivery date
Done.20 customers answered; 3 exchange requests are already with Nando. I’ll tell you when the 3 exchanges ship.
Example · Lume Casa (fictional), a home-goods online store with 38 people.
Today, without Will
Every back-and-forth becomes Will’s work.
This is the back-and-forth of an ordinary day. Will takes all of it on and tells you when it’s done.
Your day so far5back-and-forths
- "Where’s my order?" from Ana Paula
- Opened the ERP, then email, then ClickUp
- Asked Marina if the order had shipped
- Replied with a date that wasn’t firm
- Ana Paula asked again
Let me find the answer and reply. I’ll tell you when the customer is taken care of.
What Will takes off your plate
Replies where the customer is
Email, WhatsApp or Mercado Livre questions: Will replies on the same channel, in your company’s tone.
What can go out, and what can’t
Margins and internal matters stay internal. Will knows what can go to the customer.
The history, right there
When the same customer asks again, Will already has what was said before and what has changed since.
A heads-up before they ask
When a delivery runs late, Will gives the customer the new date before they have to ask.
Quick guide
How to use AI in customer service: 5 practical uses
In customer service, AI helps you sort messages, find the right answer and reply in your brand’s voice. Here are five things Will does in the inbox, WhatsApp and the online store. Order status and delivery dates come from the system, never from a guess.
- Inbox triageWill sorts Gmail and WhatsApp messages by topic: delays, exchanges, invoices, product questions. Anything with a deadline comes first.
- The right reply for every kind of requestFor exchanges, returns, invoice copies and delays, Will replies with the order details from Nuvemshop or Mercado Livre, in your brand’s voice. Nobody types the order number again.
- Your returns policy in plain wordsWill answers the most common questions about exchanges and returns in a few lines, with the relevant part of the policy alongside. Nobody promises what the policy doesn’t cover.
- A recap before the next replyWhen a customer has already written three times, by email and by WhatsApp, Will pulls the whole conversation together: what they asked for, what was already promised and what’s still missing. The next reply takes all of it into account.
- Contact reasons at the end of the monthWill counts contacts by reason and shows what grew the most. If "Where’s my order?" tops the list, it takes the issue to operations, with example orders.
For every "Where’s my order?", Will checks the order, the invoice and the tracking and replies to the customer with the right date: see how to answer without opening three systems.
Work with Will
Will inside the system you use
Will works on the screen you already use, does the work and records every step.
Support inboxInboxWaitingResolved
| From | Subject | Received | |
|---|---|---|---|
| Ana Paula R. | Where’s my order #1842? | 09:02 | |
| Marcos T. | Size exchange | 08:47 | |
| Casa Aurora | Invoice | yesterday | |
| Loja Bem-te-vi | Delivery date | yesterday | |
| Empório Sul | Copy of the boleto (bank slip) | yesterday | |
| Clara M. | Gift for the 12th | yesterday | |
| Ateliê Norte | Wholesale order | Mon |
7 of 31 open conversations‹ 1 2 3 … ›
Where’s my order #1842?
FromAna Paula R.
Order#1842 · Waiting on supplier
Last purchaseAugust
ReplypendingsentYouWill
History
09:02Ana Paula asked about the order
09:05Bia asked Will for the reply
09:06Will found the Têxtil Norte email
You work in the system, and Will stays beside you with the context.Will does it in the system and records every step. Browser inside Will
The features behind it
The parts of Will that do this work. Each one has its own page.
A day with Will
Example: Lume Casa (fictional), a home-goods online store with 38 people.
Today
B
Biacustomer service
Ana Paula wants to know about #1842.
Will
I already replied to her email: the order is waiting on a fabric that arrives Friday, so delivery moves to Wednesday. No margins and no supplier names.
B
Biacustomer service
What if it’s late again?
Will
I’ll give Ana Paula the new date before she asks, and let you know.
Example · fictional company and data
In the systems you already use
- Gmail
WhatsApp- Mercado Livre
Nuvemshop- Bling
Melhor Envio
Use another system? If it has a login, Will uses it too. See all systems.
Tasks Will takes off your plate
Frequently asked questions
Does Will answer customers on its own?
It does. You decide what Will does on its own and what it brings to you, like an exchange outside your policy or an upset customer. Payments and anything you mark as sensitive always go through you, and everything gets a receipt.
Does it make up delivery dates?
No. Every answer comes from what’s in Bling, your store and the carrier. When something is missing, it says what it couldn’t see and goes after it.
Does it work with WhatsApp?
Yes. Will replies on WhatsApp, by email and to Mercado Livre questions, with the same history across all of them.
Does it work with my store and my support tool?
Yes. Will works with Nuvemshop, Shopify, VTEX and Tray, with Mercado Livre, Amazon, Shopee and Magalu, and with your ERP. And if your support tool has a login, Will uses it too.
See also
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.