How Comercial Méndez resolves 74% of WISMO questions with AI

Comercial Méndez is a growing e-commerce business specializing in motor equipment and spare parts. Serving a mix of digital-first and more traditional customers, the team manages a steady flow of conversations across WhatsApp, web chat, and email.

As the business expanded, so did a familiar question: “Where is my order?”

These order-status requests quickly became one of the most common reasons customers reached out. While simple to answer, they required agents to manually search for each order in PrestaShop, slowing down response times and taking focus away from more complex conversations.

For Comercial Méndez, the goal wasn’t just to move faster. It was to handle growing demand without overwhelming the team or disrupting the support experience.

The Challenge: Too Many “Where Is My Order?” Questions

As order volumes increased, so did one recurring question: “Where is my order?”

These WISMO inquiries quickly became a significant share of incoming conversations. While simple to answer, each request required agents to manually look up order details in PrestaShop, turning a quick task into a repetitive, time-consuming process at scale.

During busy periods, this slowed response times and limited the team’s availability for more complex support and sales conversations.

The Solution: Automating the Repetitive, Supporting the Human

To streamline order-related questions, Comercial Méndez implemented an automated workflow connected directly to their PrestaShop environment.

Come funziona

When a customer reaches out via WhatsApp or web chat:

1. The system detects an order-status question
2. The customer is asked for their order reference
3. The system retrieves the order status in real time from PrestaShop
4. The customer receives an instant update

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If the request requires additional support, the conversation is seamlessly routed to an agent.

Focusing on the right use case

Order-status inquiries were a natural place to introduce automation. As a high-volume and repetitive type of request, they offered a clear opportunity to reduce manual work while improving response times.

By streamlining this part of the support flow, Comercial Méndez was able to remove a significant amount of repetitive effort, without changing how more complex or sensitive conversations are handled.

A hybrid model that supports both speed and flexibility

The setup is designed to enhance how the team works, not replace it:

• Routine questions are handled instantly
• More complex or specific cases are routed to agents
• Customers can always access human support when needed

This approach allows Comercial Méndez to respond faster while keeping support flexible and aligned with different customer needs.

The Impact: Faster Support, More Focused Teams

Instant answers at scale

By automating order-status requests, Comercial Méndez significantly reduced the time spent on repetitive tasks.

• 74% of WISMO inquiries are resolved instantly by AI
• 24/7 availability for order-status updates

Customers now receive immediate answers, without waiting for manual lookups.

More time for what matters

With fewer repetitive requests to handle, agents can focus on higher-value conversations.

• Less time spent on manual searches
• More availability for technical and sales support
• Improved overall team efficiency

A smoother customer experience

The improvements weren’t just internal, customers felt the difference too:

• Faster response times, even during busy periods
• A consistent and reliable support experience
• The option to speak to a human when needed

The result is a support setup that feels both efficient and responsive.

The Results: Instant Support, Less Manual Work

By focusing on a single, high-volume use case, Comercial Méndez transformed how they handle order-related questions.

What was once a repetitive, manual process is now handled instantly, freeing up time for agents to focus on conversations that truly require their expertise.

With the right balance between automation and human support, Comercial Méndez can continue to grow while keeping support efficient, scalable, and aligned with customer expectations.