Answer every shopper fast and win more sales
Put your whole team on one inbox for every chat, DM, email and call — so no shopper slips through while you're packing orders or off for the day.
Every hour of silence
is priced in
Shoppers compare while they wait. A question left hanging does not sit still — it turns into an abandoned basket, an avoidable return, or a sale that closed somewhere else.
Sizing kills the sale before it starts
Shoppers hesitate when they cannot confirm fit, materials, stock or delivery dates — and most will not ask twice.
Typical wait: hoursWhere is my order buries the inbox
Tracking, delivery changes and lost parcels are the highest-volume question in retail, and they all arrive at once.
Typical wait: overnightReturns turn into chargebacks
Confusion about eligibility and policy becomes a refund, a dispute, and a customer who does not come back.
Typical wait: a dayOnlo answers, then
finishes the job
Replies come from your live catalogue and order data, and the action the shopper actually needed gets carried out — with a human tick on anything that touches money.
From your catalogue
Sizing, stock, materials and delivery dates, straight from the store rather than a static FAQ.
Not just a reply
Tracking sent, address changed, exchange raised, return label issued — end to end in the thread.
With full context
Anything sensitive waits for approval. A rejected approval becomes a ticket assigned to a person.
Peak or quiet
Black Friday volume answered at the speed of a slow Tuesday, without temporary headcount.
Why retailers move to Onlo
Faster answers, less inbox, and a support layer that grows with the store instead of with headcount.
No shopper waits
Every message answered the second it lands, at 3am and on Black Friday alike.
Live in an afternoon
Connect your channels, point Onlo at your store. No engineers.
Grows without headcount
Ten times the volume costs you nothing extra. Cancel anytime.
From connected to answering
Connect your channels
Website chat, email, voice and Slack all land in one shared inbox.
Point Onlo at your store
Catalogue, shipping and returns policy, FAQs and live order data, so answers match what you actually sell.
Set the guardrails
Choose what Onlo does alone and what needs a human tick. Rejected approvals become assigned tickets.
Watch it tighten
Review the top questions and drop-offs, sharpen your content, cut escalations week over week.
Where Onlo does the work
The questions that fill a retail inbox every day — answered end to end, not just deflected.
Order tracking
Where is my order, when does it land, why is it late — answered from live order data, not a canned reply.
Returns and exchanges
Eligibility checked, labels issued and the exchange raised, with refunds held for approval when you want a human tick.
Product questions
Sizing, fit, materials, stock and compatibility pulled straight from your catalogue while the shopper is still on the page.
Delivery changes
Address edits, redelivery and cancellation windows handled before they turn into a support ticket.
Promotions and codes
Discount eligibility, stacking rules and expired codes explained consistently across every channel.
Peak season cover
Black Friday volume answered at the same speed as a quiet Tuesday, without temporary headcount.
Turn a damaged order into a tracked ticket
Some questions need more than a quick reply. A breakage, a lost parcel, a supplier delay — spin a ticket off the conversation, assign it to whoever handles fulfilment, and track it to done.
Learn more about ticketing →Questions, answered
Does Onlo know my product catalogue?
Yes. Point Onlo at your store and it answers from your live catalogue, policies and order data rather than a static FAQ.
Can it issue refunds on its own?
Only if you let it. Sensitive actions like refunds can sit behind an approval, and a rejected approval creates a ticket assigned to a human.
What happens when a shopper asks for a person?
An operator can step into the thread at any time. Onlo keeps observing and picks the conversation back up if the operator goes quiet.
How long does setup take?
Under five minutes. Connect your channels and your store, and Onlo gets to work straight away — answering what it can and flagging anything you’ve marked as critical for a person.
Which channels are supported?
Website chat, email, voice, SMS, Slack and more, all landing in the same inbox.