Order questions eat into service time
Many calls ask about an order that someone then has to look up. Each one interrupts the person serving customers in the store or packing parcels in the back.
Serve the customer in front of you. Calls get a clean handover.
For webshops and local stores. The AI phone assistant answers questions about products, prices, delivery and returns, and records order issues, stock questions and complaints for your team to check and reply.
- Answers day and night
- German, English, French, Italian
- Hands over with a summary
Online customer
Incoming call · Example call
00:04
Assistant: Hello, this is the automated assistant of Velo Studer. How can I help?
Online customer: I ordered a bike light online and it arrived broken. Can I return it?
Assistant: Sorry to hear that. Returns are possible within 30 days. What's your order number, and an email to reply to?
Online customer: It's 48213, and my email is [email protected].
Assistant: Order 48213, arrived broken, reply to [email protected]. The team will check it and reply with the next steps.
Return request recorded
Order 48213 · arrived broken · reply by email
Where shop phone support gets stuck
Shop calls are rarely complicated, but they come at the wrong time and often without the one detail your team needs to help.
Stock questions you cannot answer blind
Is it in stock in size 42, and how many do you have? Without the exact product and a number to call back, your team has to chase the caller again.
Returns and complaints arrive incomplete
The caller is frustrated, the order number is missing and the email address was misheard. Fixing that afterwards costs more time than the return itself.
What it handles for your shop
It answers what your shop has on record and turns every order, return or stock question into a complete case your team can work through.
Answers product questions
Explains products, brands and services from your website and knowledge base, so callers get facts about what you sell rather than guesses.
Quotes prices and services as listed
Prices and services such as repairs, ordering in or delivery come from your own lists and are quoted exactly as you recorded them.
Explains delivery, payment and returns
Answers delivery times and costs, payment options and your return policy, and tells callers where to follow their order if you recorded it.
Records returns and complaints
Takes the order number, what went wrong and an email or phone number, reads them back and hands the case to your team to check and reply.
Captures order and stock questions
For order or repair questions it records the number; for stock questions the exact product and quantity, so your team can check and call back.
Hands over with full context
Each case lands in your NAIRON dashboard with transcript and summary plus an email. With HubSpot or Pipedrive, the outcome is written to the contact.
From shop call to closable case
From product question to return, every call ends with either an answer from your own information or a complete case for your team.
- 1
Answers as your shop's assistant
The assistant picks up, says it is an automated assistant and finds out whether the caller has a product question, an order issue or a return.
- 2
Answers what is on record
Products, prices, opening hours, delivery, payment and return terms are answered from your own information, exactly as you recorded them.
- 3
Captures the case
For an order, repair, return, complaint or stock question, it takes the number or product, the issue and contact details, and reads them back.
- 4
Your team checks and replies
The case lands in your dashboard with transcript and summary, and you get an email. Your team checks the order or stock and gets back to the caller.
What it records. Where it stops.
Every call ends with the details your team needs – and the assistant never goes beyond what you have set up.
Recorded on every call
Whether it is a broken delivery or a size question, the case arrives with the details needed to check your system and reply in one step.
Order or repair number
What it is about
Product
Quantity
Name
Phone number
Email address
Best time to call back
Where it stops
The assistant does not see your shop system, so it never pretends to. Order status, stock and refunds stay decisions for your team.
- Never says an order has shipped, where it is or when it will arrive.
- Never says a product is in stock, reserved or on its way.
- Never promises a refund, an exchange, a discount or a credit note.
- Never gives medical advice or recommends a medicine, even for a pharmacy.
- Quotes prices, delivery and return terms only as you recorded them.
Live without an IT project
Start from a template built for your industry and make it yours step by step.
- 01
Start from your industry template
The “Retail & e-commerce” template comes with the intake questions, guardrails and greeting already written.
- 02
Add what only you know
Opening hours, services and prices, FAQs or your website – the assistant answers only from what you give it.
- 03
Forward your calls
Keep your number and forward calls to NAIRON, or get a new one from us. Calls, summaries and requests land in your dashboard.
Connects with
- Google Calendar
- Microsoft 365
- Microsoft Bookings
- Calendly
- HubSpot
- Pipedrive
Can the assistant tell customers where their order is?
Not today. It does not see your shop system, so it never says an order has shipped or when it will arrive. It can tell callers where to follow their order, if you have recorded that, and otherwise takes the order number, the question and contact details so your team can check and reply.
Can it check whether a product is in stock?
Not live. The assistant does not see your shop or inventory system. Instead it records the exact product, the quantity and a number to call back, and your team confirms availability. It never tells a caller an item is in stock or reserved.
How are returns and complaints handled?
The assistant explains your return policy as you recorded it, then takes the order number, what went wrong and an email or phone number, and reads them back. It never promises a refund or exchange. Your team decides and replies, with the case already documented in the dashboard.
Does it work for a local store as well as a webshop?
Yes. The retail template covers shops that sell online, in a store or both, from webshops to bike, phone or book shops and pharmacies. You describe your range and sales channels, and the assistant answers questions about products, hours, delivery and payment accordingly.
Does the assistant connect to my CRM?
HubSpot and Pipedrive integrations are available: the assistant can look up the caller and write the outcome back. Every call also lands in the NAIRON dashboard with transcript, summary and the captured details, and the same assistant can run as a voice widget on your shop's website.
Give every order question a clean handover
Start from the retail template, add your products, prices and policies, and forward your number. Your team gets complete cases instead of half-heard notes.