ECOMMERCE

AI Support Agent for eCommerce Brands

Resolve order issues, returns, and inquiries instantly — recover revenue, increase satisfaction, and transform support into a growth engine at scale.

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ECOMMERCE TICKET RESOLUTION OVERVIEW

How Notch Resolves eCommerce Support at Scale

A structured AI platform built for eCommerce — scaling with your customer base, mastering your policies and product catalog, and delivering fast, consistent support across every stage of the shopping journey.

Autonomous Shopper & Policy Match Diagram

Shopper Ticket Solution Qualification Diagram

Select & Deploy the Winning Solution Diagram

Workflows Powering Every Resolution Diagram

Identifies the shopper, detects the issue: order, return, or shipping, and applies the right policy.

Every decision is explainable and aligned with your online store’s rules for fast, accurate support.

Once a policy is set, requirements are gathered automatically — from the conversation, order history, or follow-ups.

Each decision is explainable and tied to your online store policies for accurate, governed resolutions.

When requirements are met, the solution is applied automatically — issuing a refund, replacement, or discount via API workflows, with agent escalation only if needed.

Behind every ticket, parallel workflows retrieve data, enforce policies, and automate tasks like order checks or customer updates — ensuring fast, accurate, and consistent resolutions.

WHERE WE LEAD

What Notch Excels At

eCommerce Support
Resolution Expertise

Smart Ticket Resolution

Resolve tickets like login problems, purchase errors, and item issues — all mapped to your store’s logic and support workflows.

In-Depth Online Store Understanding

Master every aspect of your eCommerce site: product catalog, customer behavior, promotions, return policies, and fulfillment rules.

Speed & Scale

Faster Ticket Resolution

Resolve purchase errors, item issues, or login problems in minutes, not days, by automating the full support flow from issue to resolution.

Surge-Proof Scaling

Absorb massive spikes during sales, holidays, or outages without adding headcount.

Always on Brand & Policy

Policy-Aligned Responses

Every reply follows your store’s rules, from return eligibility to refund conditions and item replacements.

Consistent Brand Tone

Deliver customer support in your brand’s voice across chat, email, text messages, and more.

Replace the CS grind with autonomous precision

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Our Commitment

30% of tickets autonomously resolved within 90 days.

ECOMMERCE SUPPORT QUERIES

Resolving the Toughest Customer Tickets

Account & Access Issues

Resolve login and checkout errors, and password resets, instantly — keeping shoppers engaged and reducing abandoned sessions.

Carts, Orders & Returns

Resolve cart errors, WISMO inquiries, returns, and exchanges automatically with fast, policy-accurate resolutions

Payments & Refunds

Handle failed payments, duplicate charges, and refund requests seamlessly to restore trust and protect revenue.

VIP Customers & Complex Cases

Manage VIP complaints, escalations, and multi-step issues with precision and clear, auditable decisions

INSIDE THE SYSTEM

How Notch Powers Autonomous eCommerce Support

Train for Your Online Store

Import policies, product data, and past tickets so Notch interprets shopper intent — whether it’s WISMO, returns, exchanges, or billing.

Governed Autonomy

Every action follows your rules with audit trails, escalation controls, and compliance safeguards.

Deploy & Scale

Launch AI agents across channels, handle seasonal spikes, and scale support without extra headcount.

Evolve With Every Quest

Track performance, surface insights, and feed every resolution back to keep improving accuracy.

OPEN CAPABILITES

THINK BIGGER

Executive Corner

Expert eCommerce Partner

Beyond AI agents — we implement, optimize, and manage your support lifecycle, from onboarding to post-purchase.

TRUE Resolution

We don’t just automate — we resolve. Every order issue closed, every KPI met, with accountable ownership.

Reduce Cost Per Order

Scale support without extra hires. Reduce cost to serve while boosting retention and repeat purchases.

Fastest Time-to-Value

From kickoff to measurable results in weeks, not months. We move at the speed of your business.

“We’re building the future of autonomous eCommerce support, partnering with forward-thinking brands to make it real today.”

Rafael

CEO & Co-Founder, Notch

AI SUPPORT FOR ECOMMERCE

Our Success Stories

view all STORIES

SaaS

Guardio Resolves 20,000 Ticket Backlog in Days with Notch AI

"Growth was accelerating so quickly that traditional hiring couldn’t keep pace. We needed a support solution built for speed. Adding Notch felt like bringing in a commando support unit, allowing us to decouple customer acquisition growth from support ops.”

Amos Peled

Co-Founder & CEO

+20K

Backlog Tickets Cleared

87%

Resolution Rate

50%

CS Headcount Savings

eCommerce

Yves Rocher Doubled Support Capacity With Zero Hiring

“Automating responses for tickets like subscriptions and returns has allowed us to focus on nuanced customer cases that require more time and care. It feels like I suddenly doubled my team."

Mai Hatuel

Head of eCommerce Operations

73%

Tickets Resolved

0

Additional Agents Needed

92%

Faster Resolution Time

eCommerce

MAËLYS Delivers Premium Support at 50% Lower Cost with Notch

“Undoubtedly our customer support and insights have improved significantly thanks to Notch. The team’s responsiveness and commitment have been outstanding.”

Daniel De Castro

Co-Founder & COO

50%

Headcount Saved

24/7

Live Chat Relaunched

12%

CSAT Boost

Travel

Bookaway crisis averted with real-time alerts and prioritization

“With so many customers reaching out at once across a wide range of issues, having Notch to tell us exactly which customers urgently need our attention and having already done most of the work is huge for us.”

Kawthar Safadi

Head of Support

+11%

CSAT

3

Weeks

25%

Support Opex Reduction

eCommerce

How Theo Grace Transformed Mother's Day Into a Strategic Win

“Notch’s dedication really stood out, its team was by our side day and night treating our challenges as their own. Notch gives us the confidence to handle peak season without fear of overwhelm.”

Shani Brown

VP Customer Loyalty

67%

Resolution Rate

43%

Faster Resolution

0

Additional Headcount

eCommerce

Delivery Updates Help The Conscious Bar Cut Refunds by 40%

“The AI system’s proactive delivery updates and seamless SMS integration improved our customer experience in ways we hadn’t expected.”

Yaniv Simpson

Founder & CEO

+16%

CSAT

3

Weeks

80%

Support OPEX Reduction

eCommerce

Rubbit Hits 4.95 CSAT While Automating 80% of Tickets

“We needed a partner that could implement fast, solve the complex stuff and do it all at a high standard. Notch ticked all those boxes.”

Raz Avigdor

Founder & CEO, Rubbit

4.95

CSAT

+11%

Conversion Lift

80%

Autonomously Resolved

eCommerce

Idyl Achieves 42% Conversion Lift with 24/7 AI Support Agent

“We managed a record-breaking weekend with Notch, and now we offer 24/7 chat support. Notch’s dedication ensures we respond within seconds, deepening our customer connection."

Ornella Siso

Chief Operations Officer, Idyl

+42%

Conversion Rate

0

Added FTE Headcount

50%

Faster Resolution