AX EnterpriseRetail

58% of retail customer contacts are order status queries. Every single one is automatable.

Order tracking, returns, product availability, loyalty points, abandoned carts, social commerce — the contact types that bury retail CX teams at peak are the ones Mevrik AX was designed to handle at any volume.

80%
Of order queries resolved without human involvement
45%
Abandoned cart recovery rate via AI follow-up
340%
Peak volume handled with zero additional headcount
The Challenge

Peak season is supposed to be profitable. Instead, it breaks your CX team.

Black Friday, the holiday season, a viral product moment — retail CX volume spikes 340% above baseline. You can't hire 3× the staff for 6 weeks. But customers expect the same response times. Mevrik scales with demand — no hiring, no training, no lag.

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Order enquiries flood every channel

58% of retail contacts are 'where is my order?' — answerable in 4 seconds by an AI with order system access. Yet they queue behind complex complaints.

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Returns are expensive and frustrating

The average return call takes 11 minutes. An AI that initiates, tracks, and confirms returns in under 2 minutes changes the unit economics of every return.

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Instagram DMs are a hidden sales channel

Millions of product questions arrive via Instagram DMs and comments. Unanswered, they become lost sales. Answered, they convert.

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Loyalty programme queries drive huge volume

Points balances, tier status, rewards expiry — loyalty programmes create exactly the enquiry volume they're designed to generate. AI handles it at zero marginal cost.

Use Cases

Ten retail contact types Mevrik AX handles without an agent

Order Tracking & Updates

Integrates with your OMS to provide real-time order status, delivery updates, and delay notifications — across WhatsApp, email, web chat, and SMS.

Returns & Refund Initiation

Customer requests a return. Mevrik verifies eligibility, generates a return label, confirms the refund timeline, and updates the order system — 11-minute call becomes a 90-second chat.

Abandoned Cart Recovery

Detects abandoned carts and follows up via WhatsApp or SMS with a personalised message — recovering 45% of carts that would otherwise be lost.

Product Recommendation

Understands natural language product queries ('I need a gift for a 40-year-old who runs') and surfaces relevant products with direct links — converting browsers into buyers.

Loyalty Points & Rewards

Answers balance queries, tier status questions, expiry warnings, and rewards redemption — the entire loyalty CX managed in conversation.

Complaint & Escalation Handling

Handles complaints with empathy, collects structured information, initiates resolutions where possible, and escalates genuine complex cases with full context.

AI Agents

Four AI agents for the full retail customer experience

Order Management Agent

Tracks orders, manages delays, handles cancellations, and processes change requests — the single highest-volume contact type in retail, fully automated.

OMS/WMS integration
Real-time delivery tracking
Proactive delay notifications
Returns & Refunds Agent

Initiates and tracks returns, verifies eligibility, generates return labels, confirms timelines — reducing return handle time from 11 minutes to 90 seconds.

Policy-aware eligibility checking
Returns portal integration
Refund ETA communicated in-channel
Shopping Assistant Agent

Helps customers find products with natural language — understands context, occasion, budget, and size — and converts conversations into completed purchases with direct-to-cart links.

Product catalogue integration
Occasion and context-aware recommendations
Direct-to-cart conversion links
Loyalty & Promotions Agent

Manages loyalty enquiries, applies promotional codes, explains tier benefits, and sends proactive alerts when rewards are about to expire — keeping loyalty engagement high.

Real-time points balance
Tier status and benefit explanation
Expiry alert automation
Omni-Channel CX

Retail customers use every channel. Mevrik is in all of them.

Instagram DMs & Comments
WhatsApp
Web Chat
Email
SMS
Facebook Messenger
In-Store Kiosk
Mobile App
One brain. Every channel. Same answer.

Mevrik AX maintains a single agent memory and knowledge base across all channels. A customer who starts on WhatsApp and moves to web chat doesn't repeat themselves. Every interaction — regardless of channel — is logged in Trace for full auditability and continuous learning via Reflex.

Social Media Management

Instagram DMs are your fastest-growing sales channel. Mevrik runs it.

Product questions in Instagram comments convert at 3× the rate of website visitors. DMs from social commerce buyers need immediate response. Mevrik monitors, replies, and converts — 24 hours a day, across every post and story.

Instagram Commerce Management

Responds to product questions in comments and DMs within 90 seconds — with product links, size guides, and purchase flows built into the conversation.

Facebook Shops & Marketplace

Manages product enquiries, order queries, and complaints arriving via Facebook Messenger and Marketplace — the #2 social commerce channel for retail.

TikTok Comment Management

Monitors TikTok Shop comments and brand content replies — responding to product questions at the speed TikTok audiences expect.

Twitter/X Complaint Response

Handles public complaints within 3 minutes, moves account-sensitive resolution to WhatsApp, and prevents complaint threads from going viral during high-volume events.

Results

Retail outcomes from Mevrik AX deployments

80%
Of order queries resolved without human involvement
45%
Abandoned cart recovery via AI follow-up
60%
CSAT improvement on returns and refunds
£1.2M
Seasonal staffing cost saved in first year

Peak season is 90 days away. Is your CX team ready?

Mevrik AX can be deployed in 4 weeks — integrated with your OMS, loyalty platform, and social channels before the first sale drops.