A support line that keeps up
with your busiest day
Viyo answers every shopper call for stores, brands, and online retailers - order status, returns, product questions, and store info - across every channel, 24/7, without a hold queue.
The questions your support line hears on repeat
Connect your order system and product catalog and set your return and escalation policies.
Answers 'where's my order?' without a queue
The most common call is also the most automatable. The agent pulls the live order, reads back tracking, and handles the follow-up - a reship, a refund, an address fix - on the same call.
- Live lookup by order number, email, or phone
- Handles reships, refunds, and address corrections
- Files a carrier claim when a package is lost
My order was supposed to arrive Monday and there's no update.
I see it - the carrier shows it stuck in transit since Saturday. I can reship it today with express shipping at no charge. Want me to do that?
Yes please.
Done. New tracking is on its way to your email, arriving Wednesday.
Starts the return on the call
Instead of pointing customers to a form, the agent checks eligibility against your policy, generates the label, and tells them exactly when to expect the refund.
- Eligibility checked against your return window and rules
- Prepaid label emailed on the spot
- Clear refund-timing expectations set
The jacket I ordered doesn't fit. I want to send it back.
No problem - it's within the 30-day window. Do you want a different size or a refund?
Refund.
A prepaid label is in your inbox. Once it's scanned, your refund posts in 3-5 business days.
Gets ahead of delivery problems
When a shipment is delayed or an item is back in stock, the agent calls the customer before they call you - turning a complaint into a save.
- Delivery-exception calls before the customer notices
- Back-in-stock notifications for waitlisted items
- High-value abandoned-cart recovery calls
Hi, this is a courtesy call about your order - the warehouse flagged a two-day delay on one item. I can split the shipment so the rest arrives on time. Would that help?
Yeah, do that.
Done - the in-stock items ship today, the last one Friday. No extra charge.
What the customer on the line gets
A bad support call loses the next purchase, not just this one.
No waiting
Answered on the first ring, day or night, even at peak hours.
A real update
The live order status and a fix on the same call, not a ticket number.
Their language
40+ languages, switching mid-call if the caller does.
A path to a person
Callers can always ask for staff and be warm-transferred with full context.
A launch-day call volume spike, before and after
- Hold times blow out during promotions and holidays
- Agents read tracking numbers off a screen all day
- After-hours shoppers give up and dispute the charge
- Return requests bounce between email and phone
- Delivery delays turn into chargebacks and bad reviews
- Every call answered instantly, even on peak days
- Routine order and return calls fully automated
- 24/7 coverage catches shoppers in every timezone
- Returns started and labels sent on the first call
- Proactive delay calls turn complaints into saves
Support that scales with the calendar, not headcount
Connected to your stack
Order platform, helpdesk, and catalog wired in so answers are always live.
Every call on record
Full transcript and audio for each conversation, with the outcome tagged - resolved, booked, escalated, or message.
Cost per contact
Routine contacts handled at a fraction of a staffed call, with the volume reported.
Live in minutes
Start from an industry template, connect a channel - phone, web, or your app - and your tools, and go live. Setup is automated, no onboarding project.
Hear it handle a 'where's my order' call
Free to start. No credit card. Connect a test order and call the agent in minutes.