AI customer support for e-commerce & D2C brands
Order inquiries, refund requests, shipping updates — Ava handles the repetitive 80% across WhatsApp, Instagram, and email so your team focuses on the complex 20%.
E-commerce and D2C brands face a unique support challenge: high volume, repetitive queries, and customers who expect instant responses on messaging channels like WhatsApp and Instagram — not email tickets that take hours.
The majority of e-commerce support conversations fall into a few categories: "Where's my order?", "Can I get a refund?", "Do you have this in stock?", and "When will this ship?" These are perfect for AI resolution because the answers are in your systems — order data, refund policies, inventory status.
Ekway AI's autonomous agent, Ava, handles these conversations end-to-end. She doesn't just answer questions — she processes refunds based on your policy rules, sends shipping updates via WhatsApp, recovers abandoned carts with targeted broadcasts, and scores leads from sales conversations. All grounded in your knowledge base, with source citations on every response.
Why e-commerce support is broken
Drowning in repetitive tickets
"Where's my order?" and "Can I get a refund?" make up 60-70% of your volume. Your agents answer the same questions hundreds of times a day instead of handling complex issues.
Slow response times kill sales
Customers expect instant replies on WhatsApp and Instagram. Research shows 90% of customers rate an immediate response as important. Every hour of delay increases cart abandonment.
Too many channels, not enough agents
WhatsApp, Instagram DMs, email, live chat — your team switches between 4+ apps, losing context and dropping conversations. A unified inbox isn't optional anymore.
How Ekway AI transforms e-commerce support
Ava handles orders, refunds, and shipping automatically
Ava processes refund requests, checks order status, and sends shipping updates — all grounded in your policies. She follows your rules (e.g., "auto-approve refunds under $50 for customers with 3+ orders") and escalates edge cases to your team with full context.
- Auto-approve refunds based on configurable policy rules
- Order status lookup grounded in your knowledge base
- Shipping update notifications via WhatsApp templates
- Damaged item procedures handled autonomously with photo verification
Screenshot coming soon
Meet customers where they shop
Most D2C customers prefer WhatsApp over email. Ava handles conversations natively with WhatsApp Business API templates, message windows, and rich media. Broadcast promotions, abandoned cart reminders, and post-purchase follow-ups — all from one platform.
- Native WhatsApp Business API with template management
- Abandoned cart recovery broadcasts with personalization
- Instagram DM and story reply automation
- Live chat widget for your storefront with AI-powered responses
Screenshot coming soon
Turn support conversations into sales
Every support conversation is a potential sale. Ava identifies purchase intent from conversation signals, scores leads automatically, and creates deals in your CRM pipeline. Support stops being a cost center and becomes a revenue channel.
- AI lead scoring (0-100) based on conversation signals
- Abandoned cart recovery via targeted WhatsApp broadcasts
- Product interest and purchase intent captured automatically
- Deal pipeline tracks every sales conversation to close
Screenshot coming soon
See it in action
I'd like a refund for order #4521 — it arrived damaged.
I'm sorry about the damage, Sarah! I've processed a full refund of $49.99 for order #4521. You'll see it in 3-5 business days. Is there anything else I can help with?
Frequently asked questions
Can Ekway AI handle order status queries?
Yes. Upload your order FAQ, shipping policies, and tracking information to the knowledge base. Ava answers order status questions with source citations and can send proactive shipping updates via WhatsApp.
Does Ekway AI integrate with Shopify?
Shopify integration is coming soon. Currently, you can feed order and product data into Ava's knowledge base via document upload or website crawling, and use webhook workflows for real-time updates.
Can Ava process refunds automatically?
Ava follows your configurable policy rules. You can set conditions like "auto-approve refunds under $50 for customers with 3+ orders." High-risk refund requests are escalated to your team with full context.
How does abandoned cart recovery work?
Create customer segments based on cart abandonment signals, then broadcast personalized WhatsApp messages with product details and incentives. Ava can also follow up individually when customers re-engage.
What channels do e-commerce customers prefer?
WhatsApp and Instagram are the fastest-growing support channels for D2C brands, especially in emerging markets. Ekway AI supports both natively, plus email, Facebook Messenger, and live chat.
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