Customer service software for retail and e-commerce
Retail and e-commerce teams answer the same questions all day: where is my order, can I return this, is it in stock. KitoDesk brings WhatsApp, email, SMS, voice and website chat into one shared inbox, so each question becomes a tracked conversation with an owner instead of a message on someone's phone.
Where service breaks down today.
Order and delivery questions arrive on WhatsApp, email and calls with no shared view.
Returns and refund complaints get lost between sales, support and the warehouse.
Promotions go out without checking who has opted out.
Answer order and delivery questions fast
Canned replies and macros handle the repeat questions. Labels such as Delivery or Returns send each thread to the right team, and a due time keeps first responses on track.
Your order 4821 is out for delivery today before 5pm. I have sent the tracking link to your phone. Anything else I can help with?
Turn returns and refunds into tracked cases
When a complaint needs more than a reply, open a case with an owner, a priority and an SLA clock. Supervisors see what is about to breach before the customer chases.
Send promotions only to people who agreed
Build a campaign for WhatsApp, SMS or email. Opted-out customers are skipped, sends stay outside quiet hours and every delivery is recorded.
Where retail and e-commerce customers reach you.
What teams set up first.
- Connect WhatsApp and the website chat widget
- Create labels for orders, delivery, returns and billing
- Add canned replies for your ten most common questions
- Set response-time targets for each team
Good to know
Order data from stores such as Shopify is not connected yet. Shopify is on the integration roadmap, so agents paste the order reference into the conversation or case. Tell us which store platform you use and we will say honestly how it fits.
About retail and e-commerce teams on KitoDesk.
Can I see a customer's orders inside KitoDesk?
Not yet. Today the customer profile holds contact details, labels, cases and conversations. Store connections such as Shopify are planned.
Can we run WhatsApp promotions?
Yes, using approved WhatsApp templates and the campaign tools, with opted-out customers skipped. Meta's own policies and pricing apply.
Same platform, different workflows.
Hospitality
Hotels, lodges, restaurants and tour operators answer guests before, during and after a stay, often across WhatsApp, email, phone and chat at once.
See the setup →Logistics
Couriers, freight forwarders and delivery teams spend much of the day answering where is my parcel.
See the setup →Telecommunications
Telecom operators and utilities handle very high volumes of billing questions, outages and complaints.
See the setup →Bring your busiest week. We will replay it in KitoDesk.
Send us the questions your shop or store team answers most. We will build the demo around orders, returns and delivery.
- Built around your own workflow
- Security and rollout questions answered
- No obligation
Your order 4821 is out for delivery today before 5pm. I have sent the tracking link to your phone. Anything else I can help with?