E-commerce & retailMore efficient support operations.
- Efficiency improvement
- 40%
Efficiency improvement achieved in Manuka’s support operations.
SolutionsFROM PRODUCT QUESTIONS TO REPEAT PURCHASESKeep shopping moving.
Keep shopping moving.
Reduce the support load.
Answer product and sizing questions when customers are ready to buy. Resolve order, invoice and after-sales requests through your store’s systems. Free your team to focus on customers who need extra care.
Product information linked to the conversationE-COMMERCE BRANDS THAT WORK WITH PALMATE
E-commerce & retailMANUKA · SUPPORT OPERATIONSYour brand’s voice.
Your brand’s voice.
Your team’s efficiency.
Fast answers that stay true to the brand. For the Manuka team, a key part of working with Palmate is keeping customer communication natural and consistent.
Explore it for your support operationsSpeak to customers in the brand’s voice.
Handle product and shopping questions while keeping the brand’s voice consistent.
AI support, alongside the team.
An AI assistant that understands the brand and supports the work of the customer service team.
40% improvement in efficiency.
The efficiency improvement achieved by Manuka’s support operations.
Before the purchase
Answer questions about products, sizing, stock and delivery when customers are making their decision.
After the sale
Manage order tracking and return requests with the relevant order information.
Re-engagement
Build communication workflows around carts, stock availability and customer history.
REACH · ENGAGE · RESOLVE · UNDERSTANDFrom first interest
From first interest
to the next decision.
Follow Zeynep’s conversation as it becomes a completed task and useful insight for the business.
THE WORKFLOW OUTCOMEFrom a product question to sharing the invoice linked to an order.
ZeynepLinen shirt · Order #48210
Illustrative scenarioWeb · Product page
REACH
Start the conversation while there’s interest.
Give visitors a relevant opening on the product page. Make the conversation help them decide.
Instagram
ENGAGE
A different channel. The same product.
Once the customer’s identity is matched, their earlier product preference carries over to the new channel.
WhatsApp
RESOLVE
Share the requested document in the conversation.
Match the customer and order, then retrieve the document from the connected system. The invoice delivery is added to the conversation history.
FROM CONVERSATION TO BUSINESS DECISION
What makes choosing a size difficult?
- The signal in the conversation
- Uncertainty between sizes and questions about size M stock.
- The business decision
- Clarify fit and sizing information on the product page.
- The next communication
- Match opted-in stock notifications to the relevant product and size.
UNDERSTAND
Turn product questions into sales decisions.
Review sizing and stock questions by topic. Fill gaps on product pages and plan stock updates around customer interest.
PALMATE LIVE CHATReviews, conversations,
Reviews, conversations,
your team. One workspace.
Manage customer messages and reviews in a shared workspace. See the conversation, customer information and team assignments together.
PalmateLive chatMarketplace2
Waiting22
Trendyol:63928517
Bot: The Silva Wet Mop Set is designed for cleaning with water only…
SilvaTrendyolSilva
How do I lock the handle at the length I want?
The Silva 3-Piece Mop Set has a telescopic handle that adjusts from 90 cm to 156 cm. Once it reaches the length you want, gently twist the handle sections in opposite directions to lock it in place.
Session information
Customer ID784631902
ChannelTrendyol
ProjectSilva
See incoming work.
Track waiting conversations, marketplace reviews and map reviews in one list.
Open the conversation.
Review the customer’s message, feedback and previous conversations together.
Manage it with your team.
Access session details, customer records and team assignments beside the conversation.
WITH YOUR EXISTING SYSTEMSFrom your catalog
From your catalog
to the customer’s screen.
Get the information each conversation needs from your existing systems. Define each action using your company’s rules.
Explore the connectionsCatalog, stock and orders
Bring product, variant and order information from Nebim, Shopify or your existing infrastructure into the conversation.
CRM
Customer records and communication history
Payments and operations
Purchase links and after-sales processes
TEAMS THAT WORK WITH PALMATEHear from the teams
Hear from the teams
who use it.
Manuka · Brand voice and customer experience
Palmate naturally extends our brand voice, delivering the intelligent, instant experience our customers expect.
Nurcan KeskinE-commerce Manager
Silva · Product knowledge and sales support
Palmate is much more than a question-and-answer bot. It knows our product range so well that it has become the hardest-working sales assistant on our website.
Muhammed KarapıçakBusiness Development
Beşiktaş · Fan and customer support
Our fans expect fast answers and immediate support. Palmate is very successful at meeting those expectations.
Gürhan UruğkökE-commerce Manager
Mudo · Team collaboration and operational efficiency
Palmate is a true companion, fitting seamlessly into our team and improving our efficiency.
Timur ErtenCX Operations Manager
Support the shopping journey with an ecommerce chatbot
An ecommerce chatbot answers customer questions in online stores and handles tasks from order tracking to product recommendations. Palmate takes on repetitive questions that support teams answer manually, giving agents time for complex cases that need their attention.
At a glance
- Answer product and sizing questions using your store catalog.
- Connect order tracking to current order data.
- Manage returns and exchanges according to your store policies.
- Offer product recommendations relevant to the cart.
- Reach customers on WhatsApp, Instagram and web chat.
- Hand complex cases to your team with conversation history.
How does an ecommerce chatbot work?
The chatbot is configured with your product information, FAQs and service policies. It brings relevant information into the conversation and performs actions such as order lookups through the permissions defined in connected systems.
Connections to ecommerce platforms such as Shopify, iKAS and T-Soft let the chatbot work with store data. Available data and actions are defined during integration.
Order tracking, returns and exchanges
When a customer asks “Where is my order?”, the chatbot can share order and shipping information from the connected store system. For returns or exchanges, it explains your policies and starts the configured process.
Requests requiring an exception are handed to an agent. Your team continues with the previous messages and request context in view.
Product recommendations and cart reminders
Palmate offers options based on the customer’s stated needs, product attributes and available stock data. Complementary product suggestions become part of a conversation that supports the purchase decision.
Cart reminder workflows can be configured according to customer permissions and the channel’s rules. Answering campaign, delivery and returns questions in the same conversation helps reduce uncertainty.
Multilingual support and campaign periods
Questions in languages such as Turkish, English and Arabic can draw on the same knowledge sources. Automating common questions during campaigns gives the support team time for customers who need individual attention.
Setup covers your catalog, channels, handoff rules and sample customer scenarios. A demo shows how these workflows would fit your own store.
Explore related solutions
Frequently asked questions
SEE IT IN YOUR BUSINESS
Let’s choose your first shopping workflow.
Choose a common customer request. Let’s explore how Palmate would handle it using your own knowledge and systems.
- Your scenarioThe first channel, customer need and intended outcome.
- A clear starting scopeConnections, business rules and success criteria.