Your customers get answers. Your team gets time back.
Waiting for a support reply means the damage is already done. OGOship's AI chat answers delivery and return questions on your tracking page, around the clock, from each customer's own order data.
Support that acts before you have to
Most support teams hear about a late parcel when the customer is already annoyed. The assistant reads the tracking the moment the customer asks. When a parcel is later than it should be, it says so plainly and hands the case to your team, instead of telling the customer to keep waiting. Your team starts with the facts, not with an angry email.
Answers from the order itself
Tracking events, carrier, delivery method, pickup point, return deadline. The assistant answers from this customer's own order, in the language they write in, at any hour.
Embedded where it matters
AI chat lives directly on your branded tracking page and returns portal, exactly where customers have questions. No separate support portal. No friction.
Hands over with the facts
When a question needs a person, the assistant first collects what your team will need: which item, what is wrong, a photo. The case reaches you in the Communications Hub, by email, or through Slack, Zendesk or other ticket-based system. The customer is told what happens next.
Every conversation builds trust
A customer who gets an instant, accurate answer feels the brand is paying attention. That feeling turns into confidence. Confidence turns into a second order.
Returns, exchanges, store credit, claims, order cancellation: the assistant reads what you have switched on and offers only that. Nothing you have not set up.
Neutral, warm or formal, to match how your brand already talks to customers. Whichever you choose, the assistant stays on delivery, tracking and returns.
Your team answers in the Communications Hub, in your own ticketing system by email, or the customer is sent to your support page. Set the response time you can keep, and the assistant tells the customer.
A hub that delays the first carrier scan. A service that never shows scans between dispatch and delivery. How returns work if they do not run through OGOship. Your return policy page, which the assistant reads to answer policy questions.
Switch it on. No prompt writing.
Most AI chat tools hand you an empty instruction box and leave the rest to you. OGOship maintains the assistant's rules, so it works the day you switch it on, and improvements reach your store without you touching a setting.
The support problems AI chat solves
- 24/7 expectations: Customers expect instant answers regardless of time zone or day of the week. Staffing for that is expensive. AI Chat handles it automatically.
- Repetitive questions: Order tracking and return questions make up most of your support volume. AI chat answers them, freeing your team for the issues that need a person.
- Delayed responses: Every hour a customer waits for a response, trust erodes. AI chat removes the wait.
- Promises nobody made: A generic chatbot will offer refunds and compensation to calm a customer down. This one never commits on your behalf. It names only the options your settings offer, and refunds, compensation and exceptions go to your team.
Our approach
Easy as 1-2-3-4
Instant support at the moment it matters most
Between checkout and delivery, your customer is watching and waiting. That is when anxiety peaks, and when most brands go silent. OGOship's AI chat meets customers right there, with answers taken from their own order. No waiting. No hunting for a contact form. Just a straight answer that tells the customer your brand is paying attention.
Your fulfilment should do more than ship orders. Talk to us.
Most 3PLs end at dispatch. OGOship gives you fulfilment and the post-purchase tools to bring customers back.
Why post-purchase support matters
- "Where is my order?" is the most common question after checkout. The assistant answers it from live tracking data.
- It replies in the language your customer writes in, for the whole conversation.
- It never offers a refund, discount or exception your team has not approved.