Industry · e-commerceInbound
E-commerce and marketplaces
Order and warranty calls, answered with the order open
A refurbished electronics marketplace runs its support line on DRING. The agent reads the order, handles warranty and return questions on the call, and passes the rest to the team with the context attached.
DRING workflow demo
A delayed delivery, rebooked on the call
A garden bench delivery was pushed back with no new date. The agent finds the order, explains that Saturday's van was overbooked and books a Thursday slot, with the hour to follow by text.
How a marketplace line calls
Where the volume comes from
Most minutes on a marketplace support line go to a few questions about one order.
Order, delivery and warranty
Where is my order, when will it arrive, is this covered: these calls spike around campaigns and peak shopping days, and refurbished items add grading questions.
Hard for a fixed-size team
Order and return questions do not spread evenly through the day. A team sized for the average misses the peak, and every campaign creates one.
What changes with an agent
The agent reads the order record, settles the case on the call where your policy allows, and calls after delivery and on abandoned carts instead of waiting for the phone to ring.
Agents in production
Six agents around one order
Each one reads the same order record, from the first question to the call after delivery. The measured results from a refurbished electronics marketplace are in the case study.
Support line
Order status, warranty and return questions, answered from the order record. Refurbished cases, such as a battery reading lower than listed, are handled on the call.
Delivery rescheduling
When a delivery slips, the agent explains why and offers new slots, as in the sample at the top of this page.
Store and branch line
Answers hours, stock and location questions for your stores and branches, on a line of its own.
After-delivery survey
Calls buyers after delivery for a short satisfaction check and logs every answer in the same structure, ready for review.
Abandoned cart calls
Calls shoppers who agreed to be contacted and left checkout, while they still remember the product.
Campaign follow-up
Calls customers who responded to a campaign but did not buy, and notes what held them back.
See the full range on the agent catalog.
The refurbished call
Battery health lower than listed
Refurbished phones are sold with a graded battery health. When a buyer's reading comes in lower, the agent finds the order, reads the grade recorded at sale and opens a warranty claim on the call.
It does not promise a replacement it cannot give. The workshop tests the phone first, and the agent tells the buyer so.
Grading disputes and mismatched battery readings were simulated before launch, so the first real one was not a surprise.
My phone came last week and battery health says 78%. The listing said 88.
I have your order. It left us graded at 88%, so 78% is worth checking. I'm opening a warranty claim now.
So you'll send me a new one?
The workshop tests it first, then decides. A free return label is on its way by text.
Warranty claimOpened on the call
Next stepWorkshop test
Platform-wide, all DRING deployments
What the platform runs today
~72%
average resolution across current workloadsall sectors
300Kcustomer conversations a month
1M+customer conversations to date
50+companies trust DRINGsince founding
Customer data
Order data, read-only first
KVKK and GDPR
KVKK is Turkey's personal data law. Customer and order data starts every integration read-only; write access is granted only where the workflow needs it. See the security standards.
Survey and campaign calls
They run inside the calling windows, do-not-call lists and retry limits set in Reach.
Feedback that improves the workflow
Order, delivery and warranty questions from live calls feed the next release in Agent Factory, where DRING builds, tests and improves agents, under the data controls agreed for your operation.
FAQ
Common questions
Can the agent see real-time order and inventory data?+
Yes, it reads and writes to your order management system or CRM through the same APIs your team uses, so the answer reflects the current state of the order.
Does it handle refunds and return labels directly?+
Within the policy your team configures, yes. It can issue a refund, generate a return label or update an address on the call, and transfers to a person for anything outside that policy.
Which languages does it speak?+
62 languages available, 10 live today; yours is validated before launch. The marketplace line above runs in Turkish.
Where do we start?+
With the reasons customers call you most, mapped before any agent is written. The first agent is live in a week.
Can the same agent run outbound calls too?+
Yes. After-delivery surveys, abandoned cart calls and campaign follow-up run on the same agent, inside the calling windows and do-not-call rules of each country.