Why simple questions fill the chat queue
Most chats ask something your store has already answered somewhere: how long delivery takes, when the return window closes, which size to pick. Many shoppers still prefer to ask in chat over reading your FAQ page, so identical questions pile up and push the chats that need a person to the back of the queue.
- Shoppers ask in chat even when the FAQ page has the answer
- The same few questions repeat all day
- Real problems wait behind easy ones
How Yuma answers them instantly
Chat AI recognises the question in any wording and finds the answer in your Handbook and store data before it replies. For order questions it checks the order and live tracking, so the answer is about this shopper, not a general policy. Every reply passes quality checks before it goes out. When a question goes beyond your Handbook, Yuma hands the chat to your team with the full conversation, so nobody starts from scratch.
| Question | What Yuma checks | What the shopper gets | Hands off when |
|---|---|---|---|
| Delivery time | Shipping policy, destination | The delivery window for their country | A rush delivery is requested |
| Return window | Return policy, order date | Whether and how they can return | The case needs an exception |
| Sizing | Size chart, product details | The right size for that product | The answer is not in your data |
| Order status | The order and live tracking | Status and tracking link | The parcel is lost |
Delivery and grip tape at a skate shop
A shopper at a skate shop asks how long delivery takes and whether a deck comes with grip tape. Yuma answers both from the shipping policy and the product details, and the chat closes with no agent involved. Later another shopper wants to stack several coupons on one order, which the shop's policy does not cover, so Yuma hands that chat to the team.
Benefits
01Speed
No queue for easy ones
Shoppers get the answer the moment they ask, at any hour, without waiting for an agent.
02Deflection
Fewer chats for agents
Routine questions are resolved in full, so they never reach your team's queue.
03Focus
Your team on real problems
Agents spend their time on the chats that need judgement, not on copy and paste.
04Consistency
Same answer everywhere
Chat, email, SMS and voice answer from the same Handbook, so shoppers never get mixed messages.
Yuma
Step by step
- 01
Spot the question
Yuma recognises a common question in any wording or language, even mid-conversation. - 02
Find the answer
It looks up the matching Handbook policy, product details or order. - 03
Reply instantly
The shopper gets a complete answer in your brand voice, after a quality check. - 04
Close the chat
Once the question is answered, the chat closes with no agent time spent. - 05
Hand off the rest
Questions your Handbook does not cover go to your helpdesk with the full chat attached.
