Order confirmation
Calls back on a new order: are the items right, where to deliver, what time works. Confirmation or cancellation lands in your system right away.
E-commerce & delivery
“Where’s my order?” — now Maia answers that, not your operators
A new order comes in — Maia has already called and confirmed it. A customer is worried — she quotes the stage and ETA straight from your system. It’s delivered — she calls to ask how it went. Your people keep only the conversations that truly need a human.
What Maia takes off your plate
Delivery status
Mid-call she checks your back office and tells the customer exactly where the order is and when it will arrive. Specifics, not “please hold on”.
Post-purchase NPS
Calls after delivery, asks for a score on your scale and finds out what exactly pleased or upset the customer.
Inbound 24/7
“When will it arrive?” at 11 pm is no problem: Maia is on the line around the clock and handles up to 20 calls at once.
Auto-retry
No answer, or they asked to call later — she calls back at the agreed time and never forgets the order.
Feedback to CRM
Score, reason, order status and the full conversation text land in the customer card on their own — nothing to copy over by hand.
The problem
In retail and delivery the phone never stops ringing — and it’s almost always about the same things.
- Every order needs a call back: items, address, time
- The line is jammed with “where’s my order?” and “when’s the courier?”
- Nobody ever gets around to post-purchase surveys
- Reviews sink into managers’ notes and never reach the owner
Example: order confirmation
Here’s what a typical new-order call sounds like — start to finish, from hello to the CRM entry.
- Maia: “Hi! This is Maia, calling about your order scheduled for delivery tomorrow. Can you confirm it?”
- Customer: “Yes, but could it be after 6 pm?”
- Maia: “Sure, setting the window to 6–9 pm. Is the delivery address still the same?”
- Customer: “Yes, same one.”
- Maia: “Your order is confirmed — the courier will arrive tomorrow between 6 and 9 pm. Have a great day!”
- In the customer card: confirmed, 6–9 pm window, a note for the courier — no operator ever picked up a phone
How the agent is set up
- Maia calls back on new orders herself and logs the confirmation or cancellation
- Delivery stage and arrival time — she looks them up in your system during the call
- Ozon, Wildberries and Avito data connects via custom agent actions — there is no turnkey connector
- After delivery she runs a survey on your scale with your questions
- An unhappy or hesitant customer is handed to a human along with the conversation history
The outcome
- Operators no longer spend the shift on identical calls
- Fewer missed calls and “lost” orders
- A score and a reason after every delivery — as CRM fields, not free text
- Every conversation recorded and transcribed — easy to review disputed cases
FAQ
Frequently asked
How does the agent know the delivery status?
From your back office: during the call Maia requests live data and tells the customer where the order is and when to expect it. No exports to prepare in advance.
Can it pull data from Ozon, Wildberries or Avito?
Yes, via custom agent actions — there’s no one-click “connect a marketplace” button. If the platform can share its data, we’ll help wire it to the agent.
How does the post-purchase survey work?
Maia calls after delivery, asks your questions, clarifies the reason behind the score — and files the answers into your CRM as tidy fields.
What if the customer prefers texting to talking?
Maia works in text too: Telegram, MAX, e-mail and a website chat. The customer’s history stays in one thread either way.
How much do these calls cost?
From ₽5 per minute of conversation — you pay only for actual talk time. A short order confirmation costs less than a cup of coffee.
Next
Free your line for the hard conversations
Send us your order-confirmation script — we’ll set Maia up and call you as if you were the customer, so you can hear her live.
Trial balance after sign-up — call your agent right from the browser. No card required. Book a demo →