For industries · E-commerce & retail
Retail conversations, from every channel
Customers write about orders, returns and deliveries all day. Their email lands in one desk with their history beside it — and as WhatsApp, chat and SMS arrive, they join the same conversation.
Sound familiar?
The same shopper, three tools, no joined history
Retail customers write about orders, returns and deliveries wherever is convenient, and each place is answered by a different person in a different tool. Stores and the online desk give different answers to the same shopper. Nobody can see that the angry email follows two unanswered messages.
Your inbox
The conversations e-commerce & retail teams handle every day.
- Where is my order?Tagged on arrival by an automation rule and answered from a canned response that the agent fits to the delivery in question.
- Returns and exchangesA custom field holds the return reference on the conversation, and a task tracks the refund until it is confirmed.
- ComplaintsAssigned to a lead, discussed in internal comments, and drafted with Mimi from the full conversation before a person sends the reply.
- Stock and product questionsAnswered from internal knowledge, so every agent gives customers the same information.
What changes
Threaded by customer, not channel
A question and every follow-up are one conversation with one owner. As WhatsApp and SMS arrive, a customer who switches channel will stay in that same conversation.
Peak season, owned
Assignment, canned responses and response goals keep a busy queue calm. Mimi catches people up between shifts.
Returns without the re-explaining
The customer's whole history sits beside the reply, so nobody asks for the order number twice.
Handling sensitive conversations. Choose where your workspace is hosted (EU, US or UAE), with isolation between workspaces enforced on the server, an audit log, and export and erasure built in. MimiDesk holds no certifications yet, and says so.
Questions
MimiDesk for e-commerce & retail: common questions.
Can MimiDesk bring email, WhatsApp and chat into one place for retail?
Email via Microsoft 365 is available now. WhatsApp, SMS, Telegram and live chat are coming soon, and when they arrive they will add to the same customer history rather than open separate queues.
Can response targets follow our trading hours?
Yes. An admin attaches a response policy for first reply, next reply and resolution, measured on the business hours and holidays you set. Breaches are recorded for reporting.
How does MimiDesk help during sales events?
Bulk assignment, snooze and tags keep a large queue owned, and the Late view shows what has passed its target. Mimi can summarise a conversation for an agent picking it up mid-shift.
Is customer card data sent to AI?
When an agent asks Mimi for a summary or draft, card numbers and contact addresses are replaced before anything leaves the workspace, and attachments are never sent. Mimi is off until an admin turns her on.
Other industries
See all industries- Agencies & servicesClient conversations, per account, in one desk
- HealthcarePatient and partner conversations, private by default
- EducationAdmissions, students and parents in one desk
- Real estateEnquiries, viewings and tenants across channels
- Travel & hospitalityBookings and guest requests, around the clock
Bring your conversationshome.
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