Receive the question on any channel
The question is answered on the channel it arrived on, with the same information and the same tone on all of them.
Online & D2C brands
A full basket
and one unanswered question.
The question asked before checkout is worth more than the one asked after it, and both arrive in the same queue.
Online & D2C brands · what changesIllustrative
Channels coveredConfigured
Pre-purchase questionsAnswered first
Order statusFrom the order record
Refunds and complaintsTo your team
Illustrative figures. Nothing here is a measured outcome or a performance claim.
Your customer desk, in view
Less chasing.
More clarity.
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
Before they buy, and after it ships.
Enquiries155Across configured channels
Resolved100Confirmed in sample data
Follow-ups21Scheduled in sample data
Open handoffs27 resolved · 9 total
A few journeys in motionSample records
Example data only. Production channels, systems and permissions are configured for each deployment.
Who this is for
Where the capacity actually goes.
Online retailers and direct-to-consumer brands handling pre-purchase and post-purchase questions across several channels.
The pre-purchase question waits.
Somebody with a full basket asks whether it will fit. An hour later the basket has gone and nobody knows it was a sale.
Where is my order, all day.
The same question on five channels, each answered separately by a person reading the same screen.
Every channel is somebody else’s job.
Instagram, WhatsApp, site chat and email each receive it, and there is no shared view of what has already been answered.
The journey, step by step
One request.
Four moves.
An illustrative online and D2C brands journey. Your configuration decides the real sequence, the rules and the point a person takes over.
Answer from approved product information
Sizing, materials, delivery windows and returns policy come from content your team maintains. Nothing about a product is invented.
Check the order status
Where your systems are connected, an order status question is answered from the order record rather than escalated to a person.
Escalate refunds and complaints
Anything touching money or a genuine complaint stops and goes to your team with the order and the full conversation attached.
In focus · UAE e-commerce
More orders. And a question attached to each one.
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.
Market valueAED 27.5bn
UAE e-commerce in 2023
Forecast for 2028AED 48.8bn
A projection, not a measured figure
Mobile commerceAED 14.3bn
In 2023, near four times the 2018 level
The specialists this draws on
Four roles, working in sequence.
All eight specialists are included in every plan. These are the ones Stella typically activates first for online and D2C brands.
Where your people take over
Refunds, goodwill gestures, complaints and anything touching a payment go to your team. The workforce never issues money.
The reading room
Ideas for online and D2C brands.
Common questions
Questions online and D2C brands ask.
Can it issue a refund?
No. It can explain your published returns policy and start the request, but issuing money, approving a goodwill gesture or making an exception is a decision for your team and transfers to them every time.
Will it invent product details?
It answers from the product information your team supplies and maintains. Where an answer is not in that content it says so and offers to put the customer in front of a person rather than guessing a measurement or a material.
More in retail and D2C
Your next chapter
Build this around your online and D2C brand.
Start with the enquiries you are missing today and map the workflow around them.