An AI customer service agent that fixes the problem.
An AI customer service agent answers your customers and takes care of the request itself: tracking an order, opening a return, changing a subscription. Concierge does it on every channel, within your rules, and checks with your team before any refund.
- chat, phone, text, WhatsApp, email
- Every channel
- chat, phone, text, WhatsApp, email
- your team approves the refund
- Opens returns
- your team approves the refund
- with the whole story
- Hands off
- with the whole story
The problem
Most support tickets are the same few requests: where is my order, I want to return this, skip my next box. Each one means a teammate looking something up and clicking through the same screens. Concierge takes those requests from start to finish, so your team spends its day on the customers who need a person.
The job, done.
Order questions
Looks up the order, its status and tracking once the customer is verified.
Returns, opened
Shows what can be returned and opens the return for the items the customer picks.
Subscription changes
Pauses, skips, swaps, reschedules and updates quantity or address.
Knows when to hand off
Upset customers and unusual cases go to your team with the whole story.
A week on the job.
- 1
Monday
Weekend messages are already answered, with tracking links and opened returns.
- 2
Tuesday
A customer returns a damaged item. The return is open; the refund waits for your approval.
- 3
Wednesday
An upset caller asks for a manager. Your lead joins with the whole story.
- 4
Friday
Concierge handles that kind of case the way your lead did.
Without and with an AI agent.
- Where is my order?
- Without: the customer waits in a queue while a teammate looks up tracking. With Concierge: the answer arrives in seconds, on the channel they used.
- A return
- Without: emails back and forth about which items. With Concierge: the customer picks the items, the return is opened, and your team approves the refund.
- Skip next month
- Without: a ticket, then a teammate in the subscription admin. With Concierge: done in the conversation, and the customer hears the new date.
What it does on its own, and what it checks with you first.
You choose what each agent does alone and what waits for a teammate. This is how most stores start.
| The request | On its own | Checks with you first |
|---|---|---|
| Where is my order? | Verifies the customer, then shares status and tracking | Nothing. It only reads the order |
| I want to return this | Lists what can be returned and opens the return for the items the customer picks | The refund. A teammate approves it |
| Refund my order | Never moves money on its own | Every refund, approved by a teammate |
| Cancel my order | Cancels it when your rules allow | Anything your rules hold back for a person |
| Change my subscription | Pause, skip, swap, new date, quantity or address | Any change you mark for approval |
| A question your policies cover | Answers from the policies you approve | Anything your policies don't cover |
| An upset or unusual customer | Recognizes it and stops | A teammate takes over with the whole story |
On its own
- Where is my order?
- Verifies the customer, then shares status and tracking
- I want to return this
- Lists what can be returned and opens the return for the items the customer picks
- Refund my order
- Never moves money on its own
- Cancel my order
- Cancels it when your rules allow
- Change my subscription
- Pause, skip, swap, new date, quantity or address
- A question your policies cover
- Answers from the policies you approve
- An upset or unusual customer
- Recognizes it and stops
Checks with you first
- Where is my order?
- Nothing. It only reads the order
- I want to return this
- The refund. A teammate approves it
- Refund my order
- Every refund, approved by a teammate
- Cancel my order
- Anything your rules hold back for a person
- Change my subscription
- Any change you mark for approval
- A question your policies cover
- Anything your policies don't cover
- An upset or unusual customer
- A teammate takes over with the whole story
Before sharing order details or making a change, Concierge confirms who it is talking to, for example with a code sent to the customer's email.
What changes for your team.
Answers right away
Customers stop waiting in a queue for simple requests.
Money waits for a yes
Refunds are always approved by a person.
A calmer team
People spend their time on the customers who need a person.
Put a digital employee to work.
Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store.
Common questions
An AI customer service agent answers your customers and takes care of the request itself, such as tracking an order, opening a return or changing a subscription. Concierge does this on chat, phone, text, WhatsApp and email, within your rules, and hands hard cases to your team with the whole story.
No. Concierge opens the return for the items the customer picks, and a teammate approves the refund, so money only moves when a person says so.
Before it shares order details or makes a change, Concierge confirms the customer, for example with a code sent to their email. A text from an unknown number is matched to an account the same way.
When the customer is upset, asks for a person, or needs something your rules or policies leave to your team. The teammate gets the conversation, the order and what was already tried, and can join a live call.
Website chat, phone calls, text messages, WhatsApp and email, with one memory of each customer across all of them.
Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month, or $1,990 a year, with 199,000 credits. Both are priced for the whole workspace, not per seat.
More of what Concierge does.
