Industry Playbook • Ecommerce & Retail
Ecommerce teams convert browsers into orders across all touchpoints
Oxaide runs multilingual support across web chat, WhatsApp Business, and Instagram for regional storefronts, manages preorder expectations, and surfaces urgent fulfilment issues before they become refunds.
Overview
Lifestyle and home goods brands deploy Oxaide across web chat (primary), WhatsApp order updates, and Instagram for social commerce—resolving repetitive enquiries and converting weekend browsers into customers.
Quick results
40+ language coverage with regional nuance
Preorder updates push through automatically
Fulfilment risks escalated before refunds appear
What they needed
- •Evening peaks overloaded the small support team, leading to slow replies and abandoned carts.
- •Customers needed real-time updates on preorder timelines and local shipping policies.
- •Support volume spiked across English, Bahasa Melayu, and Cantonese, stretching coverage thin.
How Oxaide helped
- •Oxaide scheduled crawlers keep product catalogues, preorder updates, and logistics FAQs current across web chat, WhatsApp, and Instagram without manual uploads
- •Lead capture flows convert high-value browsers on all channels by sharing restock alerts and VIP sign-up offers
- •Multi-channel escalation rules notify fulfilment teams when conversations across any platform mention damaged goods or urgent shipping issues
Outcomes observed
- •Evening shoppers receive consistent answers in their preferred language with clear expectations.
- •Preorder and shipping questions receive accurate answers immediately, reducing refund requests and payment disputes.
- •Operations teams spot fulfilment risks quickly because escalations highlight potential churn events.
Capabilities the team relies on
Multilingual Support
Serves English, Bahasa Melayu, and Cantonese shoppers with culturally-aware responses.
Explore feature →Knowledge Base
Keeps catalogue, preorder, and policy information current with scheduled crawls.
Explore feature →Team Inbox
Escalates fulfilment risks and VIP orders to the right operator immediately.
Explore feature →Deploy Oxaide in your business
Join teams in Ecommerce & Online Retail using Oxaide to automate support and capture more leads. Self-serve deployment or professionally managed implementation available.
Ready to get started? Start your free trial