For e-commerce & retail
“Where’s my sofa?” at 11:40 pm, answered in the customer’s language.
Customers ask about orders, delivery and warranty after the shop closes. Axonave answers from your help centre in English, Bahasa Malaysia or Chinese, takes the order number, and hands the rest to the right team.
- Questions it handles
- Orders
- Delivery
- Warranty
- Returns
Retail support today
The same three questions, all day, in three languages.
“We answer “where’s my order?” all day.”
The same question, typed a hundred ways. Your team pastes the same delivery times into every reply.
“Warranty claims get lost in WhatsApp.”
A photo of a loose hinge, a phone number for the technician, a reply three days later. Nobody finds the thread when the customer calls.
“Customers shop at night. We don’t.”
The question comes at 11 pm and the answer at 10 am. By then they’ve bought the sofa somewhere else.
One order at Teras Home
A late sofa at night. A dining set by the afternoon.
Nur Aisyah Kamal’s sofa was late. This is what happened next, from the first WhatsApp to the next purchase, without anyone copying a thing.
- 11:40 pmAisyah asks on WhatsApp, in Bahasa Malaysia, when the sofa will arrive.
- 11:41 pmThe after-hours bot answers in Malay from the delivery article, and links it.
- 11:44 pmAisyah still wants a person. The bot takes a message, and ticket TKT-1201 opens under Delivery › Late delivery.
- 9:06 amHafiz Rahman confirms on WhatsApp: delivery tomorrow, 10 am to 1 pm. Agent Assist drafted it.
- 11:42 amThe ticket was resolved at 11:20. Aisyah rates it 5 / 5.
- 3:10 pmArjun Nair opens a deal on the same record: a dining set for the new home, RM 6,800.
From Teras Home, our demo workspace. The times are the ones its screenshots show.
Answers
Delivery times answered from your help centre, article linked.
The AI answers only from what you published: delivery areas, return windows, warranty terms. When it isn’t sure, it collects the details and hands the chat over.
- Streamed, so the answer starts fast
- The source article named in the reply
- Card and IC numbers masked before any AI call
WhatsApp menu
Orders, questions and warranty visits: one WhatsApp menu.
Customers tap a reply button instead of typing an essay. The bot asks for the order number or the technician’s phone number, then hands the chat to the delivery or warranty team.
- English, Bahasa Malaysia and Chinese in one flow
- A live phone preview before you publish
- Hand over by skill and team
Tickets
Warranty claims and late deliveries become tickets, not threads.
A claim from WhatsApp, the website chat, email or the support form opens a ticket with your categories and an SLA. Your team replies from the ticket. A WhatsApp customer gets the reply on WhatsApp.
- Categories like Delivery › Late delivery
- Teams and automatic assignment
- SLA policies with breach alerts
Help centre
A help centre customers search on their phone.
Write the delivery and returns articles once. Customers find them in the help centre, the bot answers from them, and your agents insert them into replies.
- Articles in English, Malay and Chinese
- Search that understands all three
- Upload a PDF or crawl your website into drafts
Repeat customers
The customer who had a late sofa is the one buying the dining set.
Every chat, ticket, survey score and deal lands on one record. Sales sees the delivery problem and how it ended before they call.
- Leads and contacts created from chats
- Deals with your own stages
- One activity timeline per customer
Aisyah’s record, newest first: the RM 6,800 deal, the 5 / 5, the resolved ticket and the WhatsApp reply.
A flow to start from
The menu Teras Home customers see on WhatsApp.
Four options cover most of what a furniture shop is asked. The bot gets the order number before the hand-over, so the delivery team starts with it.
- Reply buttons and lists on WhatsApp
- The customer’s first name from the CRM
- Hand over by skill: Delivery or Warranty
- The AI answers the rest from your articles
Teras Home main menu
Step 1: Message
Greeting
“Hi {first name}! Welcome to Teras Home: furniture and home appliances, delivered across the Klang Valley.”
Step 2: Menu
Main menu
“How can we help today?”
- Track my ordergoes toOrder number
- Ask a questiongoes toAI answer
- Warranty & repairsgoes toPhone for the visit
- Talk to our teamgoes toa person
Step 3: Question
Order number
“Please type your order number (for example TH-104233).”
- Typedgoes toDelivery team
Step 4: AI answer
AI answer
“Ask me about delivery, warranty, returns or payment.”
- Answeredgoes toAnything else?
- No answergoes toa person
Step 5: Question
Phone for the visit
“Which phone number should our technician call to arrange a visit?”
- Typedgoes toWarranty team
Step 6: Hand over
Delivery team
“Thanks! Passing you to our delivery team with your order number.”
Step 7: Hand over
Warranty team
“Thank you. A warranty specialist will take it from here.”
Refund details, IC numbers and home addresses stay under control.
Retail customers paste card numbers for refunds and addresses for deliveries. Axonave keeps the sensitive ones away from the AI and away from people who don’t need them.
Masked before the AI
Cards, bank accounts, IC and passport numbers are masked before any AI call. Your team still sees what the customer wrote.
PDPA requests
Export everything you hold on one customer, or erase it, when they ask.
Roles
Seven built-in roles plus your own. Each person sees what their role allows.
An audit trail
An audit log in your workspace. Axonave support gets in only with a stated reason, for a set time, and your admins are told.
Questions from retail and e-commerce teams
Can the bot look up an order in our store system?
Not today. Axonave doesn’t connect to store platforms. The bot asks for the order number and passes the chat to your delivery team with it, so nobody has to ask twice.
Can customers write in Malay or Chinese?
Yes. One flow holds English, Bahasa Malaysia and Chinese, and the bot remembers the language the customer picked. Your articles can be written in all three, and search understands questions in each.
How do warranty claims work?
On WhatsApp, the customer picks warranty in the menu and the bot asks for a phone number before handing over to the warranty team. From the website, the support form opens a ticket in the category the customer picks.
Can we send a delivery update after the 24-hour window?
Yes, with one of your approved WhatsApp templates, with an image or a document if you like. A follow-up after a resolved chat opens a new conversation linked to the first.
What does WhatsApp cost us?
Meta bills your WhatsApp account directly, at Meta’s rates. Axonave adds nothing per message, and Reports → Chats estimates what you’re spending. Meta’s invoice is final.
Which plan does a retail team need?
Basic ($59 a month) has WhatsApp, live chat, the helpdesk and the CRM. The AI answers and the public help centre come with Pro ($199 a month), or add an AI pack of 1,000,000 tokens to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days with your own WhatsApp number. No card needed.
Send us your delivery policy. We’ll show you the bot answering from it.
We reply within one business day by email or WhatsApp.