The automation
Our custom-built AI platform, configured around your store, policies, and support workflows. We build and maintain the automation for routine requests.
Order updates · Return requests · Product questions
Fully managed CX for ecommerce
Your support, handled.
Your standards, upheld.
Stay in control of your brand’s voice, policies, and quality standards. We run the day-to-day support to match, with our custom-built AI platform and human reps hired and managed by Valiopt.
What we take on
We run the platform.
We manage the people.
The people
Human reps hired, prepared, and managed by Valiopt handle escalated tickets. Your customers get a person when the situation needs one.
Delivery problems · Policy exceptions · Sensitive issues
The daily operation
We manage the AI and the reps together, review support quality, and improve workflows as your products, policies, and customer needs change.
Team management · Quality reviews · Ongoing tuning
An example in practice
From “Where’s my order?” to “Something’s wrong.”
A tracking update may be straightforward. A package marked delivered that never arrived needs more care. Your support operation should be ready for both.
Illustrative workflow. Actions and approval limits are agreed with your team before launch.
- 1
AI handles the lookup
A customer asks about an order. The configured workflow checks the order and shares its delivery status.
- 2
A rep handles the complication
The customer says the package is missing. A Valiopt-managed rep picks up the issue and follows your delivery-issue process.
- 3
Your policies guide the next step
The rep works within the agreed resolution options and asks your team for approval when an exception requires it.
Clear responsibilities
Your brand.
Our daily responsibility.
Keep control of the policies and decisions that define your customer experience. We handle the support work within those boundaries.
Valiopt manages
- AI configuration and ongoing tuning
- Hiring and managing escalation reps
- Day-to-day support in the agreed scope
- Quality reviews and workflow improvements
Your team provides
- Product knowledge and brand guidance
- Policies and approval limits
- Access to agreed tools and systems
- Decisions that need your authority
Getting started
Support built around your operation.
01
Understand your store
We review your ticket volume, recurring requests, tools, and the issues that take the most time.
02
Agree on the scope
Together, we define channels, coverage hours, policies, escalation rules, and pricing for your support operation.
03
Prepare and launch
We configure the automation and prepare your support reps around the agreed workflows before going live.
04
Review and improve
We review the operation with you and refine the automation and human support as we learn from real conversations.
Frequently asked questions
Who hires and manages the human reps?
Valiopt does. We hire and manage the reps who handle escalated tickets as part of the service. Your team provides the product knowledge, policies, and approval boundaries they need to represent your brand.
What happens when AI cannot resolve a request?
The request moves to a Valiopt-managed human rep under the escalation rules we agree with you. Issues that require your authority, such as an exception beyond an approved refund limit, are brought back to your team.
Can you work with our existing ecommerce tools?
We review your store, helpdesk, and fulfillment systems during scoping and confirm the integrations needed for your workflows. The automation is configured around the workflows and systems we agree to support.
Which channels and coverage hours are included?
We agree on channels and human coverage hours before launch, based on your needs and the agreed scope. Tell us where your customers contact you and when you need support.
How is the service priced?
Pricing is scoped to your ticket volume, workflows, and human coverage needs. Tell us about your support needs and we will discuss the setup and pricing with you.
Valiopt managed CX
Make room for running your store.
Tell us about your support setup and where you need help. We’ll shape a support plan around your brand and quality standards.