Every order question resolved before it becomes a ticket
Where is my order, can I return it, does it come in blue. Spark answers with live order and stock data, and issues refunds and exchanges inside the rules you set.
The conversations that fill an e-commerce queue
Seven intents make up almost every e-commerce contact. Each one maps to a playbook that ships with the commerce pack, and you can change any of them.
Where is my order
“It said Tuesday and it is Thursday”
34%
Order status
Returns and exchanges
“Can I swap this for a medium?”
21%
Returns
Product questions
“Is the jacket waterproof or just resistant?”
15%
Catalogue answers
Delivery changes
“Can you leave it with a neighbour?”
11%
Delivery update
Payments and promo codes
“My discount code did not apply”
9%
Payment check
Account and loyalty
“Where did my points go?”
6%
Account lookup
Everything else
“Complaints, press, the unexpected”
4%
Hand-off
Spark writes the reply. The playbook moves the money.
Returns run you can read. Spark understands the customer and writes in your voice, but whether a refund is allowed is decided by a rule, every time.
Return windows, final-sale items and refund limits set per market
Exchanges checked against live stock before they are offered
Labels created with your carrier, refund released on first scan
Anything outside policy handed to a person with the case attached
The jacket is a bit small. Can I swap it for a medium?
Exchange placed
Inside the window, medium in stock
Black Friday without the hold queue
Contacts tripled across peak week at one fashion retailer. The agent took the extra volume and the support team stayed the size it was in October.
19,600contacts on Cyber Monday, 82% resolved by the agent
- All contacts
- Handed to a person
Connected to the systems that hold the answers
The commerce pack comes with connectors for the usual stack. Each one lists exactly what the agent can read and what it is allowed to change.
Storefront
Catalogue, prices, stock by size
Nothing
Order management
Orders, fulfilment, tracking
Delivery notes, exchanges
Payments
Charges and refund status
Refunds inside policy
Returns portal
Open returns and labels
New returns, labels
Loyalty
Points, tier, history
Goodwill points, capped
Helpdesk
Past tickets
Hand-offs with a summary
parcelry
“We expected Spark to deflect the easy tickets. It ended up closing refunds and delivery changes end to end, and our team finally has time for the conversations that need a person.”
Priya Raman
VP Customer Operations, Parcelry
84%
resolved end to end
Questions commerce teams ask
Which commerce platforms does Spark connect to?
Can the agent issue refunds on its own?
How does it handle peak season?
Does it answer product questions from our catalogue?
Put Spark on your busiest queue
Send us a month of transcripts and we will show you which conversations an agent could have finished, and how.