AI Contact Center That Scales With Your Sales Volume
WISMO resolved in seconds. Returns processed in minutes. Black Friday handled without a single extra hire.
E-commerce customer service is a volume problem with a predictability problem. You know peak seasons are coming, but hiring seasonal agents is expensive and unreliable. Lobbi's AI handles your top 10 contact drivers automatically — order status, returns, refunds, size exchanges, discount codes — and scales to 10x volume the moment demand spikes, with no queue and no additional cost.
Customer Service Challenges in E-commerce
The same five contact reasons drive 80% of e-commerce support volume — and most of them require zero human judgment to resolve.
WISMO Dominates Support Volume
"Where is my order?" accounts for 30-50% of all e-commerce support contacts. These queries are pure data lookups — but they still require an agent to open five tabs, copy a tracking number, and paste a link. Lobbi eliminates this entirely.
Peak Season Staffing Crises
Black Friday and Q4 create 5-10x volume spikes. Hiring seasonal agents takes weeks, costs more per interaction, and introduces quality variance. By the time they're trained, peak is over.
Return Friction Creates Churn
Complicated return processes are the number-one driver of one-star reviews and lost repeat customers. Customers who can return something easily spend 3x more over their lifetime — the friction is costing you revenue.
Cart Abandonment Revenue Leak
70% of online carts are abandoned. Most customers had a question — about size, shipping cost, return policy — that went unanswered. A conversational AI that answers in real time recovers a meaningful portion of that revenue.
How Lobbi Transforms E-commerce Customer Service
Lobbi integrates with your OMS, Shopify, and carrier APIs to give the AI real-time access to every data point it needs to resolve contacts autonomously.
Live Order & Tracking Lookup
The AI queries your OMS and carrier APIs in real time to give customers live parcel status, estimated delivery, and any exception details — proactively, before they even ask.
End-to-End Returns Processing
Lobbi checks return eligibility, generates return labels, initiates refunds, and confirms the exchange — all within a two-minute chat. No forms, no email, no waiting.
Discount & Promo Code Handling
AI validates promo codes, explains why a code isn't applying, issues goodwill credits within defined limits, and applies adjustments to open orders — without needing an agent.
Abandoned Cart Recovery
Outbound AI messages shoppers who abandoned carts, answers their product questions, sends checkout links, and applies recovery discounts — recovering revenue that would otherwise be lost.
Post-Purchase Surveys
Lobbi triggers NPS and CSAT surveys via WhatsApp after delivery, collects feedback conversationally, and routes negative responses to a retention flow before a bad review is posted. Conversation-level sentiment analysis aggregates satisfaction trends across your entire customer base, surfacing patterns in delivery complaints, product issues, or service friction before they become systemic problems.
Instant Peak Season Scale
Black Friday, Singles Day, Valentine's Day — Lobbi handles any volume surge instantly. No advance scheduling, no temp agency, no training lag. The AI is always ready.
Common E-commerce Use Cases
Specific scenarios where Lobbi handles e-commerce customer interactions end-to-end.
Delivery Delay Notifications
AI proactively contacts customers when a carrier scan shows a delay, providing an updated ETA and offering a resolution before they contact support.
Size & Fit Guidance
AI answers size questions using your product specs, customer body measurements, and brand-specific sizing guides — reducing size-related returns significantly.
Exchange Without the Friction
Customer wants a different colour or size? AI processes the exchange, checks stock, generates a prepaid return label, and confirms the replacement order — in one conversation.
Damaged or Missing Items
AI collects photo evidence, files the claim with the carrier, issues an immediate replacement or refund, and updates the customer — all within policy limits.
Back-in-Stock Alerts
When a product is restocked, Lobbi outbound notifies customers who requested alerts on WhatsApp or SMS — with a direct buy link and size reservation option.
Post-Delivery Review Capture
AI follows up after successful deliveries, collects ratings conversationally, and routes happy customers to your Trustpilot or Google review page — increasing review volume organically.
Frequently Asked Questions
How does Lobbi handle WISMO (Where Is My Order) queries?
Lobbi integrates with your OMS and shipping carriers (DHL, UPS, FedEx, PostNL, etc.) to pull live tracking data mid-conversation. The AI provides the current parcel status, estimated delivery window, and proactively alerts customers when delays occur — on WhatsApp, SMS, or chat.
Can Lobbi handle Black Friday contact volume spikes?
Yes. Lobbi's AI handles unlimited concurrent contacts, so a 10x spike on Black Friday or Cyber Monday results in zero additional queue time. There are no per-seat costs and no need to hire seasonal agents — the AI scales automatically.
Does Lobbi support returns and refund automation?
Yes. Lobbi can initiate return requests, generate return labels, check return eligibility against your policy, and process refunds via API — all within the conversation. Customers get a resolution in under two minutes without speaking to a human agent.
Can Lobbi recover abandoned carts?
Yes. Lobbi's outbound AI sends personalised recovery messages via WhatsApp or SMS when a shopper abandons a cart. The AI can answer product questions, apply discount codes, and send a direct checkout link — turning intent into purchase.
Which e-commerce platforms does Lobbi integrate with?
Lobbi connects to Shopify, WooCommerce, Magento, and custom OMS platforms via REST API or webhook. The tool-calling framework lets the AI query order status, inventory, and customer history in real time during any conversation.
Ready to Transform Your E-commerce Contact Center?
See a live demo using your OMS or carrier APIs. We'll show exactly how Lobbi handles your top contact drivers from day one.