Hookdesk for E-Commerce
Where the same six questions arrive four hundred times a day
Retail support is high volume and highly repetitive, with brutal seasonal peaks. Hookdesk auto-tags the common categories, drafts the reply, and reserves human attention for the cases that actually need judgement.
- Auto-tagging by keyword
- Canned responses with variables
- Peak-season routing
In the workspace
What this looks like day to day
Tag frequency shows what is really driving contact volume - delivery, refunds or sizing - so operations can fix the cause, not just the ticket.
Ticket volume - last 7 days
First response
2m 14s
Resolution
4h 06m
SLA met
97.4%
Reopen rate
3.1%
Agent workload
- Rae S.2m 04s4.9
- Tom B.3m 12s4.6
- Nadia K.1m 48s4.8
- Owen P.4m 30s4.4
Recommended setup
How we configure it
Tag taxonomy
Delivery, refund, damage, sizing and order-change as managed tags.
Rules
Keyword and sender rules classify and prioritise on arrival.
Canned library
Approved wording for refunds and delivery delays with variables.
Peak planning
Trend reporting to staff Black Friday off real numbers.
Outcomes
What changes once it is running
First response
Automation plus saved replies compress the largest cost in the queue.
Consistency
Refund and returns wording is identical whoever answers.
Insight
Contact drivers feed back into fulfilment and product pages.
Other solutions
Explore a different fit
Startups
Run a professional support desk before your first support hire. Shared inbox, round-robin and a client portal from day one.
High-Growth
Survive launch-day spikes without missed tickets. Routing rules, workload caps and escalation keep response times flat as volume climbs.
Enterprise
Dedicated environment, custom SLAs, full audit-log retention and 24/7 support in your own channel.
100%
Of inbound email captured as tracked tickets
0
Conversations lost in personal inboxes
24/7
Client portal access with full ticket history
1-click
AI-drafted replies approved and sent
Managed onboarding
A concierge model, not a signup form
Three steps from first call to a fully running support desk.
01
Setup call
Meet a dedicated engineer to review your current inboxes, client tiers and response-time promises.
02
Desk configuration
We connect your mailboxes, import clients, set SLA policies, tags, routing rules and the branded portal.
03
Co-managed support ops
Our team stays in your Slack or Teams channel to tune routing, watch SLA drift and keep response times down.