Retail & D2C
Answer the pre-purchase question and the where-is-my-order question without either one queuing behind the other.
Illustrative. Refunds, goodwill and anything about a specific payment stay with your team.
Your customer desk, in view
One workspace for enquiries, resolved and follow-ups, with every number reconciling across every view. Open a record to see what was actually decided.
Saturday · sample day
Example data only. Production channels, systems and permissions are configured for each deployment.
Where the capacity goes
A sizing question and a where-is-my-order question look identical in the queue, and one of them has a cart waiting behind it.
Someone with a full basket asks whether it fits. An hour later the basket is gone.
The same question, on five channels, each answered separately by someone reading the same screen.
Instagram, WhatsApp, the site chat and email all receive it, and each one is somebody else’s job.
The specialists this usually needs
All eight specialists are included. These are the ones Stella typically activates first for retail and D2C.
Where your people take over
In focus · UAE e-commerce
The UAE e-commerce market was worth AED 27.5 billion in 2023 and is forecast to pass AED 48.8 billion by 2028. Mobile commerce alone reached about AED 14.3 billion, close to four times what it was in 2018. Every order carries a question before it and often another one after it.
UAE e-commerce in 2023
A projection, not a measured figure
In 2023, near four times the 2018 level
Find your workflow
Pre-purchase questions decide whether there is an order. Post-purchase questions decide whether there is another one. They arrive on the same channels.
Answer product and delivery questions across every channel, and escalate the ones that need a person.
Capture stock and availability enquiries and turn the serious ones into a store appointment.
Who this covers
Every one of these loses capacity in a slightly different place. The workflow is configured around the one you actually run.
Sizing and fit questions asked with a full basket open.
Open the workflowIngredient, shade and suitability questions at high volume.
Specification and compatibility questions, then warranty questions after.
Lead times and delivery windows, asked before and after the order.
Availability enquiries that are worth an appointment, not a reply.
Open the workflowWhere-is-my-order, on five channels, all day.
Pre-purchase questions that decide the sale, in the same queue as the rest.
Considered purchases where the store visit is the conversion.
Subscription and account questions that repeat at predictable volume.
The reading room
Before you book
Common questions
No. It explains your published returns policy and can start the request, but issuing money, approving a goodwill gesture or making an exception is a decision for your team every time.
It answers from the product information your team maintains. Where an answer is not in that content it says so and offers a person, rather than guessing a measurement, a material or a delivery date.
The question asked with a full basket open. Sizing, fit and delivery questions decide whether that order happens, and right now they queue behind where-is-my-order on the same channels.
Your next chapter
Bring one workflow and we will map the specialists, the systems and the handoffs around it.
