Track Customer Orders Instantly with the Order Status Support Skill

Track Customer Orders Instantly with the Order Status Support Skill

Introduction The Order Status Support Skill (WISMO - Where Is My Order) enables your AI assistant to automatically respond to order tracking inquiries, providing customers with real-time updates on their purchases without requiring human intervention. This intelligent capability identifies when customers ask about their order status and guides them through a verification process to deliver

accurate shipping information, estimated delivery dates, and tracking details. How the Order Status Support Skill Works When a customer asks questions like "Where is my order?" or "When will my package arrive?",

the AI automatically

Recognizes the order status inquiry

1. Requests the customer's order number and email for verification
2. If the order number isn't available, asks for a secondary identifier (phone number or zip code,
3. based on your settings)

Retrieves real-time order status information from your e-commerce platform

1. Provides the customer with comprehensive order details including shipping status and
2. tracking information

Setting Up the Order Status Support Skill Access the Support Skills section

1. Navigate to your Rep AI dashboard

Select "Support Skills" from the navigation menu Find the "Order Status" card Enable the feature

1. Toggle the switch to turn on the Order Status Support Skill

Click the "Settings" button to configure your preferences Configure your settings

1. Standard Policy: The default configuration asks for:

Order number and email for verification Secondary identifier (phone number or zip code) if the customer doesn't know their order number Custom Policy: Available for advanced merchants only, allowing for tailored verification workflows based on specific business needs Save your settings

1. Click "Save" to activate your configuration

Your AI assistant will now automatically handle order status inquiries Plan Availability Available on: Support Agent plans and Concierge plans Limited version available on: Sales Assistant plans (basic functionality only) Benefits of Using the Order Status Support Skill Reduce Support Volume: Automate 30-40% of customer service inquiries related to order

1. status

Improve Customer Experience: Provide instant, 24/7 access to order tracking information

1. Increase Efficiency: Free up your support team to focus on more complex customer needs
2. Build Customer Trust: Keep shoppers informed with accurate, real-time shipping updates
3. Decrease Abandonment: Reassure customers about their purchases, reducing cancellations
4. due to uncertainty

Best Practices for Order Status Support Integrate with your e-commerce platform: Ensure your Rep AI account is properly

1. connected to your e-commerce system for real-time order data

Choose appropriate verification methods: Select secondary verification options (phone or

1. zip code) that match your customer base

Set clear expectations: Use the status preview feature to review how your AI will

1. communicate with customers

Monitor analytics: Regularly check performance metrics to ensure optimal functionality

1. Update shipping carriers: Keep your shipping provider information current for accurate
2. tracking links

Troubleshooting Why isn't my Order Status Support Skill working? Verify that your e-commerce platform is properly integrated with Rep AI Check that the skill is toggled ON in your Support Skills dashboard Confirm your verification settings match the customer data you collect Why are customers not receiving tracking information?

Verify that your shipping provider is properly configured Check that tracking numbers are being correctly passed to Rep AI Ensure customers are providing the correct verification information Can I customize the questions the AI asks customers? Yes, advanced merchants can access Custom Policy settings to tailor the verification process

Contact support for assistance with advanced customization options Getting Help If you need additional assistance with the Order Status Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.