Context-aware service, before and after the sale.
The same intelligence that helps a shopper choose the right product also tracks an order, explains a return, or resolves a delivery concern, 24×7, grounded in your knowledge.
Fast self-service, without losing the thread.
Support isn’t a separate system bolted on after checkout. It shares the same brain as sales, so answers stay consistent and context carries across every message.
Every question, pre-purchase to post-delivery.
Pre-purchase
Post-purchase
Resolve whenever possible. Escalate when it matters.
Context awareness
Remembers the products discussed, the order in question, and the customer’s intent, so no one repeats themselves.
Human handoff
Escalates the right moments with full context, so customers never start over.
Instagram, covered
Answers DMs and comments on your connected Instagram account from the same catalog and policies as your storefront, so support does not stop at the site edge.
Business rules
Respects return windows, exchange eligibility, shipping regions, and warranty terms, so every answer stays within policy.
Grounded answers
Responses come from your policies, FAQs, and manuals, not generic guesses.
Insight from every ticket
Recurring questions and friction become intelligence you can act on.
Instagram support runs on MerchantIQ Social, the same assistant on a second surface. See the Instagram assistant
Knows when a human is the better answer.
For billing disputes, damaged deliveries or anything delicate, MerchantIQ stops answering and passes the customer to your team. It arrives in your inbox with the whole conversation, what they were looking at and why it was passed over, so nobody has to ask them to start again.
See where your team repliesSupport that never loses context.
See MerchantIQ resolve pre- and post-purchase questions, and hand off cleanly when needed.