SMS CX Shouldn't Be NoReply
E-commerce made returns frictionless by eliminating the moment to help. Proactive SMS gives that moment back, and customers don't experience it as friction. They experience it as care.
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AI luxury concierge for E-commerce
Text post-delivery to provide support, preempt returns, and improve retention.
Backed by
9:41 
251 
Brand 
Hi Emma, this is Oliver from (Brand). Saw your wrap dress got delivered. How’s it so far? Anything we can help with??
Haven't tried it on yet.
All good. I'll follow up in a few days so we can make sure it's perfect before you wear it.
Hi Emma, just wanted to check back in one time in case this got lost. If all is good then no worries. Wishing you a great week ahead!
I tried it but I wish it was a little smaller and lighter green.
Can you send a quick photo so I can see what you have?
Got it! I found the same style in a lighter sage, size 6 instead of 8. Would you like to exchange?
Yes!
Delivered
Great! I'm setting up the exchange now. You'll get a return label for the current dress.
Scrollable •
Click to replay Shift returns into exchanges without increasing overall volume
Real results from our customers.
A proactive text that feels like a real associate.
If they haven't tried it yet, no problem. We'll reach out again later.
Support that saves the sale: fit & styling guidance, plus tailored exchange recommendations.
If a return is needed, use photos to decide: restock, rework, or keep‑it.
60% reply rate
Customers happy with their order still engaged with our check-ins.
78% reply rate
Customers with issues engaged, letting us offer exchanges.
71% exchange rate
Of return requests were converted into exchanges.
A good return experience leads to 3x more repeat purchases.
Calculate your ROITurn customer signals into actionable insights
Our analytics dashboard surfaces patterns in returns, complaints, and customer behavior, helping you reduce costs and improve products.
Tap ☰ to explore different sections
Returns Prevented
847
+12% vs last month
Cost Saved
$31.2K
+8% vs last month
Active Check-ins
1,247
Awaiting response
Response Rate
73%
+5% vs last month
Recent Activity
Return prevented • Classic Tee • Fit advice
2 minutes ago
Exchange initiated • Wrap Dress • Photo confirmed
15 minutes ago
At-customer disposal • Leggings • Damaged
1 hour ago
30-Day Impact
Total Savings: $31,247
Program Cost: $7,450
Net Impact: $23,513
ROI: 4.2x
Savings Breakdown
Returns Prevented
847 items @ $27 each
At-Customer Disposal
412 items @ $12 saved
Inspection Avoided
630 items @ $5 each
Prevention Methods
Fit Advice 412
Sizing, styling tips
Saved: $11,124
Usage Guidance 278
Care instructions
Saved: $7,506
Photo Confirmed 157
No defect found
Saved: $4,239
Check-ins Sent
2,847
Last 30 days
Response Rate
73%
+5% vs last month
Avg Resolution Time
2.1 days
-0.4 days improvement
Outcomes (Last 30 Days)
Prevented (Kept) 847 (42%)
Exchanged at Source 523 (26%)
At-Customer Disposal 412 (21%)
Returned 218 (11%)
Recent Check-ins
Jacky R. • Classic Tee
Fit advice provided • Kept item
Resolved 2m ago
Bob M. • Gym Shirt
Photo confirmed defect • Exchange initiated
Exchange 15m ago
Priya K. • Athletic Leggings
Damage confirmed • Disposed at customer
Disposal 1h ago
Sarah L. • Wrap Dress
Usage guidance provided • Kept item
Resolved 2h ago
Mike T. • Running Shorts
Awaiting customer response
Pending 4h ago
Top fit issues customers report:
Neckline gapping — 38% of complaints
Usually fixable with styling tips • Click to see examples
Waist tie too short — 24% of complaints
Size up recommendation • Click to see examples
Hem length concerns — 18% of complaints
Expectation mismatch • Click to see examples
Recent conversations about neckline gapping
Jacky R. • 2 days ago
Resolved "Neckline gaps more than expected" → Provided styling tip with fashion tape
Tap to see full chat log →
Emma S. • 5 days ago
Resolved "Worried about neckline fit" → Demonstrated proper tying technique
Tap to see full chat log →
Lisa M. • 1 week ago
Exchange "Won't stay in place" → Size issue, exchanged for smaller
Tap to see full chat log →
Ana P. • 1 week ago
Resolved "Gaps when I move" → Inner tie adjustment worked
Tap to see full chat log →
Top Problem Products
Wrap Dress
Women's • Apparel
187 complaints • Neckline gapping (38%)
Classic Tee
Men's • Basic
156 complaints • Shrinkage (42%)
Athletic Leggings
Women's • Activewear
143 complaints • Seam quality (29%)
| Product | Complaints | Top Issue | Return Rate |
|---|---|---|---|
| Wrap Dress Women's • Apparel | 187 | Neckline gapping (38%) | 24% |
| Classic Tee Men's • Basic | 156 | Shrinkage (42%) | 31% |
| Athletic Leggings Women's • Activewear | 143 | Seam quality (29%) | 19% |
| Gym Shirt Men's • Activewear | 98 | Fit issues (35%) | 12% |
| Running Shorts Unisex • Activewear | 87 | Length concerns (41%) | 15% |
Issues by Category
Fit & Sizing 342 (38%)
Quality & Defects 287 (32%)
Expectations Mismatch 178 (20%)
Trending This Week
↑
Shrinkage complaints
+23% for Classic Tee
↑
Seam quality issues
+18% for Athletic Leggings
↓
Neckline gapping
-12% for Wrap Dress (guidance working!)
Voice & Tone
⭐ Start hereResponse Procedures
Define how the agent handles common scenarios
Fit & Sizing Issues
- Provide troubleshooting & styling tips
- If unresolved → offer size exchange
- If still unsatisfied → process return
Defect Complaints
- Request photo for verification
- If confirmed → offer exchange or refund
- If not visible → ask for clarification
At-Customer Disposal
Recommend when:
- • Item value < $25 AND severe damage
- • Reverse logistics cost > 40% of value
Escalation to Human
Hand off when:
- • Customer requests human agent
- • 3+ exchanges without resolution
- • Sentiment analysis shows frustration
Response Templates
Initial Check-in
"Hi [Name]! Quick check-in—how's the new [Product] fitting so far?"
Photo Request
"Can you snap a quick photo of [issue area] so I can confirm this?"
Exchange Offer
"Want me to set up a fast exchange so you get a better one?"
Live Preview
See how your settings affect customer interactions
9:41
251 Brand
Scrollable •
Click to replay Tone Impact
Current: Friendly & Helpful — Warm, proactive,
solves problems while building trust
From Our Blog
Learn about proactive customer experience, reducing returns, and building customer loyalty in e-commerce.
The End of Reactive Support
How proactive post-purchase engagement can prevent returns, convert refunds to exchanges, and build customer loyalty in e-commerce.
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