Customer service
Your customers get answers, even at 2am.
An agent on your website answers in text or voice, reads real orders and live stock, and sorts refunds and returns with your approval. It replies in the tone you set, and when a message genuinely needs you, it hands over with the full story.
"Where's my order?" is not a good use of your evening.
Most customer messages are the same handful of questions. Where is my order, can I return this, is it back in stock. Each one is quick, but together they fill your inbox and pull you back to the desk after hours.
Most chat tools answer those questions from a script somebody has to write and keep up to date. This one is plugged into your store. It reads the actual order, checks the actual stock, and answers the moment the customer asks. You only step in when a message genuinely needs a person, and by then it has already gathered the story for you.
A real answer, not a script.
This is our own widget on omniops.co.uk being asked where an order is. It walks the shopper through a live tracking timeline, and explains that on a connected store it verifies the customer owns the order before showing a thing.
The common questions, off your plate.
Order and tracking lookups
Customers ask where their order is and get a live answer, with tracking, straight from your store. No copy and paste, no waiting on you.
Returns and refunds
It checks whether an order qualifies, starts the return, and sends refunds to your approvals queue. Nothing runs on its own until you choose to allow it.
Product search and stock
Shoppers can find products, compare options and check stock, with answers pulled from your live catalogue. It knows which page they are on, so questions about the product in front of them just work.
Voice, not just typing
Customers can talk to it out loud and it talks back. Same agent, same knowledge, same guardrails, for the shoppers who would rather ask than type.
Replies in the tone you set
Set the tone and style once and every answer sounds like your shop, not a script. Customers feel looked after, not processed.
Knows when to bring you in
When something needs a human, it hands over with the full conversation and context, so you pick up where it left off instead of starting cold.
Answers from your store, not a guess.
The agent is connected to your shop and your knowledge, so replies are grounded in what is actually true for each customer.
Live order access
It reads real orders, tracking and stock at the moment of the question, so customers never get a stale or invented answer.
Trained on your content
Upload your policies, FAQs and product details, and the agent answers from them. It follows your shipping rules, your returns window, and the tone you set.
Honest when unsure
If it does not know, it says so and offers to pass the question to you, rather than making something up.
Refunds wait for your yes.
Conversations can move money, so the agent treats those moments carefully and keeps you in the loop.
Approve in a tap
Refunds and returns that need a decision land in your approvals queue with the reason and the order attached. Approve from the dashboard or your phone.
Trusted regulars, smoother service
Repeat customers in good standing can be given a smoother path when you choose to allow it, while anything unusual is always flagged for you to look at first. You decide what runs on its own, and nothing does until you turn it on.
Take over any time
Step into any conversation and reply yourself. The agent steps back and hands you everything it has gathered.
One agent out front, a whole brain behind it.
OmniOps is not a support tool with a chat window bolted on. The agent talking to your customers is the front door of the same system that watches your orders, stock and customers all day.
Nothing to script
There are no reply flows to build or canned answers to maintain. It answers from your store, your policies and your content, and stays current as they change.
Questions become intelligence
What shoppers ask sits alongside what they browse and buy in your shopper intelligence, so the questions themselves tell you what to fix, restock or explain better.
Sales it helped close, attributed
When a conversation ends in an order, you see it attributed in your dashboard. The widget stops being a cost you tolerate and becomes a number you can check.
On your site in an afternoon.
Add the widget
Drop a short snippet into your site and the agent is live as soon as it is in place.
Feed it your knowledge
Point it at your policies, FAQs and product information so it answers the way your shop would.
Set the guardrails
Decide what it can do on its own and what comes to you first. Adjust as your trust in it grows.
Before you try it.
How is this different from other chat widgets?
Most chat tools answer from scripts you have to write and keep up to date. This agent is connected to your store, so it answers from live orders, stock and policies. And because it is built into OmniOps, the same system that helps run the rest of your business, conversations feed what it knows rather than sitting in a ticket queue. Nothing to script, nothing to maintain.
Which channels does it cover?
Your website today, in text and voice. WhatsApp, Instagram and Messenger are on the way and will run through the same agent, so customers get a consistent experience wherever they reach you.
Which stores does it work with?
Shopify and WooCommerce. Connect your store and the agent can read products, orders, stock and tracking from day one.
What does it cost?
£500 a month for all of OmniOps, everything included. The customer service agent, Omni, shopper intelligence and every other capability come in the one plan, with no per-seat or per-ticket charges. Start with a 14-day free trial, no card up front, and cancel any time.
Can it actually process refunds?
It prepares them and, when a refund needs sign-off, sends it to your approvals queue with the context. You approve or decline in a tap.
Will it answer things it should not?
No. The customer-facing agent is limited to what is safe to share with shoppers. Your private business data stays with Omni, your internal operator.
What happens when it cannot help?
It hands the conversation to you with everything it has gathered, so you continue rather than starting from scratch. No customer is left in a loop.
Does it match my brand?
Yes. You set the tone, the look of the widget and the way it writes, so it reads like your shop rather than generic support.
Free trial
Give your customers a faster answer. Give yourself your evenings back.
14-day free trial, no card up front, no contract. Add the widget in an afternoon and let it take the first question tonight.