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Support Automation

Autonomous Post-Purchase Support & ERP Sync

Automate post-purchase support and ticket resolution completely. Our autonomous AI Support Agents connect directly to Magento's checkout databases and your ERP systems (NetSuite, SAP, etc.) to resolve customer order inquiries, shipping tracking requests, return authorizations, and refund queries instantly—removing administrative strain from support representatives.

60%
Support Ticket Reduction
Instant
Order Status Responses
94%
Customer Satisfaction Score

Customer Support Automation Core Engines

Real-time Order Tracking

Directly retrieves real-time shipment updates, carrier numbers, and tracking statuses for logged-in buyers.

Self-Service RMA Initiation

Enables customers to initiate return merchandise authorization (RMA) tickets and download shipping labels dynamically.

Automated Refund Rules

Processes basic cancellations and refunds automatically if matching company criteria (e.g. order not yet shipped).

ERP Status Synchronization

Syncs customer support states back to NetSuite or SAP cases to maintain perfect database logs.

Technical Outlines of AI Support Agents

  • Unlocks instant support answers for customers 24/7 without growing staff overhead.
  • Drastically decreases average ticket resolution cycles from days to seconds.
  • Secure CRM updates preserving audit histories on customer files.
  • Responsive, modern layout mapping to clean React or headless Next.js frontends.

Automate Support Operations

Deploy autonomous AI support agents to handle order tracking, returns, and common inquiries.

Integrate Support Agent

Support Agent Integration

01. CRM & ERP Sync Mapping

Establish API connections between the support agent and order tracking tables.

02. Logic & Guardrails Setup

Define corporate rules for refunds, returns, order updates, and escalation triggers.

03. Account Dashboard Rollout

Add a chat agent widget inside the customer's order history page to offer instant assistance.

Frequently asked questions

What is your typical SLA response time for critical issues?
We guarantee a response time of under 15 minutes for critical checkout errors or server outages.
Are security patches included in monthly support contracts?
Yes. Core security patches and compliance hotfixes are deployed immediately as they are released.
Do we get dedicated developer resources?
Yes. Our SLA contracts allocate dedicated certified engineers integrated directly with your development team.
How do you track support tickets and tasks?
We use a central tracking portal where you can file tasks, track developer progress, and review hours.
Can unused monthly support hours roll over to the next month?
Our SLA contracts specify baseline allocations, but we offer roll-over options for up to 20% of unused hours.
Do you support custom integrations under standard maintenance?
Regular updates are included. Major features are scoped separately and scheduled into sprint cycles.
How do you handle holiday traffic monitoring?
We coordinate holiday standby shifts, monitoring server capacity during high-volume shopping events.
Is there a minimum contract length for support plans?
We offer flexible rolling monthly agreements as well as annual partnership plans.
Do you offer database tuning as part of support?
Yes. Regular indexing, log database cleaning, and query optimization are included.
Can you manage our server hosting provider?
Yes. We manage infrastructure setups on AWS, Hostinger, or Adobe Commerce Cloud.