The same handful of questions fills your support inbox, every single day.
Most retail support volume is a handful of questions repeated: where is my order, can I return this, when will it restock. A Wakil agent answers them on WhatsApp or Instagram in seconds, reading live order status from your commerce platform instead of guessing.
It captures returns and exchanges properly, with the order details attached, and makes only the record changes you have permitted. Once the issue is closed it checks the customer is satisfied, which turns a support contact into a reason to buy again.
A UAE online retailer moved 68% of order-status and returns enquiries off its support queue, cutting first-response time from 9 hours to 30 seconds.
Anonymised example. Figures are indicative.
5 steps · 0 human checkpoints · the agent handles everything in between.
WhatsApp · Instagram
Takes “where is my order?” on the channel the customer already uses.
Commerce platform
Reads the live order status from your own system.
Return record
Captures the request with the order details attached.
Commerce platform
Makes only the permitted record change, nothing beyond its agreed permissions.
Checks the customer is satisfied once the issue is resolved.
Anonymised results from live deployments with Retail & Ecommerce clients in the UAE. Names are withheld at their request and figures are indicative.
Order status and returns enquiries filled the support queue, with a nine hour first response.
The agent reads live order status, captures returns with the order details, and follows up after resolution.
Instagram messages went unread for days and customers bought elsewhere.
The same agent runs on both channels, answering stock, sizing and delivery questions.
Yes. It reads order status directly from your commerce platform, so the customer gets the real answer rather than a holding reply.
It captures the return or exchange and makes only the record changes you have explicitly permitted. Payment movements stay with your team unless you decide otherwise.
Yes. The same agent runs on both, so the customer gets an answer on whichever channel they already used to reach you.
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