How Do I Scale Customer Service Without Hiring?
Let AeroChat finish the repeat requests in the chat, so your team’s size stops tracking your order volume. AeroChat checks orders, changes addresses before shipping, cancels unfulfilled orders, sends payment links and confirms payment, opens return requests and refunds within the limits you set. It does this on WhatsApp, Instagram, Messenger, web chat, email and marketplace chat. Your current team handles the exceptions.
Why support grows with orders
Every order creates questions: when will it ship, where is it, can I change it, can I return it. When orders double, the messages roughly follow. Sellers describe the point where the owner or a small team can’t keep up, especially around sale days, and the next step looks like hiring. Hiring means a salary, training on every policy and access to the store admin, and the new person still answers one message at a time.
The usual fixes and their limits
- Hire or outsource. It adds hours. The cost grows with every person, and each one needs training.
- A helpdesk. It organizes the work. Your team still does each ticket, and some helpdesks charge per ticket or per AI resolution. See per-resolution pricing explained.
- An FAQ chatbot. It deflects policy questions. Order changes, payments and returns still reach your team. See ticket deflection.
How to handle it with AeroChat
List the requests your team does most often. For each, write what AeroChat may do and its limits: refund up to an amount, change an address only before shipping, cancel only if unfulfilled. AeroChat’s engine checks those rules before every action, so it never does more than you allowed. It finishes the job in the chat. Handover is the safety net for the rest, with the details collected.
Customer (WhatsApp): The mug arrived broken. Order #5803, lee@example.com (example)
AeroChat: I’m sorry about that. I’ve found order #5803. Could you send a photo of the mug and the box?
Customer: [photo]
AeroChat: Thank you. I’ve refunded US$18 for the mug to your original payment method (example). You don’t need to send it back.
Behind the reply: the refund was under the US$30 limit (example) in the recipe, so AeroChat issued it in the store. A bigger claim would have gone to your team.
Copy this into AeroChat
Verify the order number and the email or phone before you look up or change any order. Then finish these jobs without our team, within these limits.
- Where is my order: status and tracking link.
- Address change and cancellation: only if the order hasn’t shipped. Confirm before you change anything.
- Damaged or missing item: ask for a photo, then refund up to US$30 (example) to the original payment method. Anything bigger goes to our team.
- Buying in chat: send a payment link and confirm the order when the payment is detected.
- Return: check our 30-day window (example) and open a return request with the reason.
Hand anything else to our team with a short summary. Reply in the customer’s language.
Change the limits to the ones you are comfortable with before you paste it.
What to connect
- Your store. Shopify, WooCommerce or Wix.
- Payment. Airwallex is built in. Other gateways connect through their API.
- Every channel. WhatsApp, Instagram, Messenger, Telegram, email, web chat and your marketplaces.
Related: customer support when your store outgrows you, AI customer service vs a helpdesk.
Questions
Will AeroChat replace my team?
It takes the repeat work. Your team handles exceptions, upset customers and anything outside your rules, with the details already collected.
How do I control what it does?
You write the limits into each workflow. The engine checks them before every action. You can switch the AI off on any conversation.
Does the cost grow with my team?
Plans include unlimited admin users. You choose a plan by AI reply volume. See pricing.
Can I see what it did?
Every conversation is in the inbox, with what AeroChat did and which ones went to your team.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Grow orders without growing the team
Pick the request your team handles most, set its limits in the recipe and test it on a recent order.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.