E-commerce & retail

Order status in seconds. Returns handled. CSAT restored.

72% of your support calls are order status, returns, and tracking. Heavano resolves all of them — in 38 seconds, at any volume, without adding a single agent. Your team handles what actually needs a human.

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−81%
Average handle time
38s
Avg handle time with Heavano
4.9/5
CSAT (up from 4.4)
Order status query · answered in 38 seconds · no human
Tap to talk with Nova
"Order lookup""Returns & refunds""Account changes"
The problem

Your support queue is 72% calls that do not need a human.

Order status, returns, and tracking are repetitive and predictable. Yet they consume the same agent minutes as complex complaints. That math kills your CSAT.

72%
Of e-commerce calls are order, returns, or tracking
Your highest-paid support agents are reading back tracking numbers that the carrier website could have answered in 10 seconds.
4.2min
Average handle time before Heavano
Most of that time is hold music, lookup, and reading back information the customer could have found online if your site let them.
×3
More calls during Black Friday vs average
Your team is sized for average volume. Peak season breaks it every year — and hiring temporary agents costs more than the fix.
What Heavano does

Built for e-commerce & retail.

📦

Order status on demand

The #1 support call — answered automatically. Heavano pulls live order data, delivery estimates, and tracking updates from your OMS, Shopify, or WooCommerce.

🔄

Returns & refund handling

Heavano collects the order number, reason, and resolution preference — then initiates the return via API or routes to a specialist with full context attached.

🚀

Peak season at full scale

Black Friday, Christmas, and seasonal spikes don't require emergency hires. Heavano handles unlimited concurrent calls without quality degradation.

⭐

CSAT recovery calls

Post-order satisfaction calls, delivery issue outreach, and proactive delay notifications improve CSAT and reduce inbound volume simultaneously.

🌙

After-hours support

Your warehouse ships at midnight; your customers call at midnight. Heavano answers 24/7 — the volume your team used to lose to voicemail is now resolved.

🌍

Multi-brand, multi-language

Run separate agents per brand or territory with distinct voices and scripts — all from one Heavano dashboard, across 42 languages.

Try it live

Talk to Nova. Right now.

Nova is our customer support agent — she resolves order status, returns, and account queries end-to-end, and escalates complex cases to a human with full context. Tap the orb and speak — no sign-up, no setup.

Tap to talk with Nova
Try saying
"Order lookup""Returns & refunds""Account changes"

What Nova knows

Read-only
Order lookup
Finds orders by phone, email, or order number and reads back status, tracking, and ETA in real time.
Returns & refunds
Starts returns, issues prepaid labels, and explains refund timing (2–3 business days) — no human needed.
Account changes
Updates addresses, payment methods, and preferences after quick identity verification.
Escalation policy
Hands off to a human with transcript + intent when sentiment drops or a request is out of policy.
Your deployment = your knowledge

Upload your own documents, FAQs, and product data. The agent answers from what you provide.

Customer story

Numbers their board saw in quarter one.

Real result · verified
"Resolution time fell off a cliff and CSAT went up. The surprising part was the after-hours volume we had simply been losing before."
CA
Priya Sharma, Head of Support
Cartly
−81%
Average handle time
4.4 → 4.9
CSAT score
100%
After-hours resolved
FAQ

Questions we get asked every demo

Ready to deploy?

Be ready for your next peak season before it arrives.

Heavano deploys in days, not months. Talk to us and your agent will be live — and resolving order queries — before Black Friday.

Book a demoStart with £10 free credits →
Setup in under a dayNo card required42 languages