A trained Suppro agent sits behind your chat widget during your coverage window, answering from your playbook — your policies, your tone, your product facts. Included on every plan.
A widget that sits unattended tells every visitor the same thing: nobody's home. Most live-chat questions are small — a size, a delivery date, whether a code still works — and they only need answering once, quickly, by someone who knows the answer.
Your FAQs, sizing notes, shipping rules and returns policy become the playbook the agent works from.
The chat is covered through your agreed hours by an agent who already knows your catalogue and policies.
Most questions end in the chat. Anything needing your call is forwarded to you by email or WhatsApp.
The monthly report shows what people kept asking — usually worth fixing on the product page.
These are the questions that come through a store's chat widget all day. Every one of them is inside the scope of your plan.
Sizing and fit, materials, care instructions, compatibility, what's the difference between two variants.
Where you ship, what it costs, how long it takes, free-shipping thresholds, and where an order has got to.
What the policy is, how long they have, who pays postage, and starting the return there and then.
A discount code that won't apply, gift card balances, and which promotions can be stacked.
Whether a size is coming back, when, and what to suggest instead in the meantime.
Forwarded to you by email or WhatsApp rather than guessed at — with the full chat history attached.
Chat is staffed through your coverage window. Messages that arrive outside it are picked up when the desk opens, inside your plan's first-response target.
Your plan covers all of them — you're buying hours, not per-channel licences.
No. We work inside whatever widget you already run — Shopify Inbox, Gorgias, Zendesk, Tidio, Crisp, whatever it is. You add us as an agent. There's no migration and nothing new for your team to learn.
They queue and are answered when the desk opens, within your plan's first-response target — 24 hours on Starter down to 4 hours on Enterprise. If overnight volume is a real problem for you, extending the window or adding Priority Support is usually the cheaper fix.
You give us the source of truth — a size guide, your product notes, your restock schedule, plus read access to the admin if you want us checking stock live. Anything not covered by the playbook gets forwarded to you rather than guessed at.
No. Every plan includes all fifteen services across all eight channels — you're buying a block of support hours each month, and chat draws from the same block as everything else.
Fifteen minutes on a call is enough to work out your volume, the right window, and which plan fits.