Results achieved by our e-commerce clients
more orders handled during sales periods, with no additional hiring
of order-tracking tickets resolved without agent intervention
availability
more customer reviews processed
The challenges of e-commerce customer service
E-commerce customer service has its own set of rules:
Recurring activity spikes
Sales and Black Friday can multiply your contact volumes and customer reviews in just a few days. This leads to longer response times and a backlog of requests.
Highly repetitive inquiries
Order tracking, delivery times, returns, or refunds... These requests tie up your teams when they could be automated.
High team turnover
Peak periods often require hiring temporary agents. Training them quickly while maintaining consistent quality is a challenge.
Round-the-clock availability expected
Your customers place orders in the evening, on weekends, or during holidays and expect immediate answers.
A connected tool ecosystem
CMS, ERP, review platforms, marketplaces, or shipping providers.
You already know the benefits of AI for customer service. The real question isn’t why AI? but which platform truly adapts to my organization?
Our modules for e-commerce
No two e-commerce customer service operations work exactly the same way. That’s why we don’t offer a rigid tool, but customizable modules that adapt to your needs, processes, and goals and combine into a single platform.
Cockpit
Centralize all your channels (email, calls, chat, social media, reviews, marketplaces, documents) in one interface, with your CMS and ERP data synced. Then automate repetitive tasks for fast, reliable handling of every request.
Discover Cockpit
FAIQ
Provide instant answers to your customers, 24/7, for their most common questions and keep them updated on their orders (tracking, delivery, returns), even on Sunday evenings.
Discover FAIQ
iQ
Analyze 100% of your interactions to identify recurring pain points and monitor the quality of your e-commerce customer service, season after season.
Discover iQ
Kolaig
Help your agents, including seasonal hires, apply your procedures correctly: the right answer at the right time, with quizzes built around your processes for faster training.
Discover Kolaig
Customer case study
How does the leading online wine retailer handle surges in demand while maintaining customer service quality?
“fAibrik transformed my customer service”
Vinatis deployed a fAibrik platform tailored to its activity spikes and diverse channels: centralizing requests and automating repetitive tasks, in 7 languages.
- 10'000 requests handled per month on average
- Up to 22'000 requests in a single month
- 7 languages supported
Frequently asked questions
Does fAibrik integrate with my e-commerce CMS and ERP?
Yes, fAibrik connects to your existing business tools (CMS, ERP, marketplaces, review platforms), including custom-built solutions.
How does fAibrik handle surges like sales or Black Friday?
By automating repetitive tasks and centralizing channels, fAibrik lets your teams handle several times more requests without last-minute hiring.
Does fAibrik support multiple languages?
Yes, translating incoming and outgoing messages is one of the available features. Ideal for e-commerce businesses selling internationally.
How long does it take to implement fAibrik?
The timeline depends on the scope we define together: an initial scoping call will outline the right scope and schedule for your organization.