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 contact drivers automatically — order status, returns, refunds, size exchanges, discount codes — through your systems' APIs, and answers every contact without a queue when demand spikes.
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 connects to systems that expose a REST API — such as your order management system or your carrier's tracking API — through its no-code integration builder, so the AI has the data it needs to resolve contacts on its own.
Live Order & Tracking Lookup
The AI queries your OMS and carrier APIs during the conversation to give customers parcel status, estimated delivery, and any exception details. Order lookups are set up once in the integration builder and work on every channel.
End-to-End Returns Processing
Lobbi checks return eligibility against your policy and, through your systems' APIs, registers the return, requests a return label, and starts the refund or exchange — in one chat, after the customer confirms. No forms, no email, no waiting.
Discount & Promo Code Handling
AI checks promo codes through your shop system's API, explains why a code isn't applying, and can issue goodwill credits or adjust open orders within the limits of the actions you define — without needing an agent.
Abandoned Cart Recovery
Coming soon: with Outbound AI, Lobbi will message shoppers who abandoned a cart. Today, the webchat widget can open proactively on time, scroll or exit intent, so the AI answers the size, shipping or returns question that was blocking the purchase.
Surveys with Quality Controls
Lobbi asks for a CSAT, NPS or CES score at the end of a conversation — in the chat, or by SMS or email link — with survey texts per language. After a low score the customer picks a reason, and the Survey Dashboard shows the breakdown. "Disagree with policy" answers are left out of the score automatically, and supervisors can exclude other responses with a reason. Conversation-level sentiment surfaces 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 — the AI answers every contact without a queue and scales with peaks in demand. No temp agency, no training lag.
Common E-commerce Use Cases
Specific scenarios where Lobbi handles e-commerce customer interactions end-to-end.
Delivery Delay Questions
When a parcel is late, customers ask on WhatsApp, chat or phone. The AI looks up the carrier status through your tracking integration, gives the updated ETA, and offers the resolution your policy allows.
Size & Fit Guidance
AI answers size questions from the product specs and sizing guides in your knowledge base, using the measurements the customer shares in the chat — helping to reduce size-related returns.
Exchange Without the Friction
Customer wants a different colour or size? Through your shop and returns APIs, the AI checks stock, requests a return label, and registers the replacement order — in one conversation.
Damaged or Missing Items
Customers send a photo of the damage on WhatsApp or webchat. The AI analyses the image, records the case, and starts a replacement or refund through your systems' APIs within your policy limits — or hands over to an agent with the full conversation.
WhatsApp Without a Phone Number
Shoppers who hide their phone number on WhatsApp are still recognised by their WhatsApp username, so their earlier conversations stay linked to the same contact.
Policy Answers You Can Test
Upload your shipping, returns and warranty policies as PDF, Word or Excel files, or write articles directly. Ask test questions in the Knowledge Playground and see which passages the AI retrieves before you go live.
Frequently Asked Questions
How does Lobbi handle WISMO (Where Is My Order) queries?
Lobbi connects to your order management system and to carrier tracking APIs through its no-code integration builder, so the AI can pull tracking data during the conversation. It gives the current parcel status and the estimated delivery window on WhatsApp, SMS, webchat, email or phone. Integrations are configured during onboarding and are included in every plan.
Can Lobbi handle Black Friday contact volume spikes?
Yes. The AI answers every contact without a queue and scales with peaks in demand, so a spike on Black Friday or Cyber Monday does not mean hiring seasonal agents for routine questions. Every plan includes unlimited users, so there are no per-seat costs. Contacts that need a person go to your agents with the AI summary and the conversation history.
Does Lobbi support returns and refund automation?
Yes. Lobbi checks return eligibility against your policy and, through your systems' APIs, can register a return, request a return label and start a refund — all within the conversation. The AI can ask the customer to confirm before an action runs, and every call is logged. Refunds are executed by your own systems, not by Lobbi.
Can Lobbi recover abandoned carts?
Not yet by reaching out. Messaging shoppers who abandoned a cart is part of Outbound AI, which is coming soon. Today the webchat widget can open proactively on time, scroll or exit intent, so the AI answers the size, shipping or returns question that was blocking the purchase.
Which e-commerce platforms does Lobbi integrate with?
Lobbi connects to systems that expose a REST API — such as Shopify, WooCommerce, Magento or a custom order management system — through its no-code integration builder. Each integration is configured for your shop during onboarding and is included in every plan. Once connected, the AI can look up order status, inventory and customer history 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.