Onsite Support
AI-powered ecommerce helpdesk that turns support tickets into order-resolution workspaces
Onsite Support is a web-based help desk for ecommerce support teams. It consolidates customer messages from marketplaces, stores, email, chat, voice, SMS, and social into a single inbox, with order history, tracking status, and return eligibility shown inside each ticket. Agents can issue refunds, send replacements, generate return labels, and update orders without leaving the ticket, while AI suggests replies based on order data and brand policies. A self-service help center lets customers resolve common issues on their own.
Key capabilities include a unified inbox, order actions in tickets, AI-assisted replies, live chat and chatbots, AI product experts trained on brand policies, analytics and reporting, and a self-building knowledge base that drafts help articles from closed tickets. Integrations cover marketplaces such as Amazon, Walmart, eBay, and Etsy; ecommerce platforms including Shopify, WooCommerce, and Magento; communication channels like WhatsApp, Instagram, Messenger, Telegram, and SMS; and tools such as Salesforce, HubSpot, Zoho CRM, Jira, Aircall, and JustCall. A migration tool imports historical tickets, customer records, rules, and automations from existing helpdesks.
Onsite Support is packaged in three editions: a free trial with core ticketing, messaging, chatbots, knowledge base, and a branded support portal; a Growth plan that includes three agents, unlimited AI interactions, unlimited marketplaces and stores, automations, analytics, and onboarding, with additional agents available at a per-seat monthly rate; and an Enterprise edition with unlimited seats, dedicated onboarding and migration, custom integrations and API access, multi-brand support, advanced permissions, SLA guarantees, and priority support.
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