Shared inbox
Bring purchase questions together
Model case studies · example Tygy workflows
A retail chain with online sales, central support and regional teams.
One conversation from order to return
A shopper asks about a late delivery, then contacts another channel about a return. Bring requests into a shared inbox and hand them to the right colleague with the conversation history.
Who this is for
Handoffs
Continue after the owner changes
Consistent guidance
Use the chain’s current policies
What Tygy can do
Shared inbox
Bring purchase questions together
Messages from connected messengers, email and website chat arrive in Tygy. An agent asks for the order reference and tags the topic: delivery, product or return.
- Ask for the order reference in the conversation.
- Use agreed tags for request topics.
Handoffs
Continue after the owner changes
A returns specialist reads previous messages and internal notes. Shoppers do not need to repeat details already recorded in the conversation.
- Record verified details in internal notes.
- Assign the colleague who will take the next step.
Consistent guidance
Use the chain’s current policies
Keep delivery and return guidance in the knowledge base. Agents check their replies against it and look up individual order status in your order system.
- Assign an owner for policies and instructions.
- Separate general policies from individual order data.
Screenshots show the Tygy interface with demonstration data. Names, conversations and figures are examples.
How the process works
From a request to the next step
A retail chain with online sales, central support and regional teams.
- Shopper
Reports a problem
Asks about a late delivery in a preferred channel.
- First line
Identifies the order
Requests a reference and identifies the topic.
- Specialist
Checks the facts
Looks up the order system and records the result in the conversation.
- Agent
Replies
Shares the confirmed next step in the shopper’s channel.
What to measure in a pilot
- First response
- Compare first response time on regular days and during seasonal peaks.
- Repeated questions
- Sample conversations to count how often shoppers repeated the order reference and problem.
- Team handoffs
- Check whether handoffs included a note and a clear next step.
Everyday tools
What the team needs
Shared inbox
Ask for the order reference in the conversation.
Handoffs
Record verified details in internal notes.
Consistent guidance
Assign an owner for policies and instructions.
Retail chains
Questions and answers
Can Tygy process a return by itself?
This workflow organises communication and handoffs. Return decisions and processing follow the retailer’s rules in its own system.
Is this a real customer case study?
This is a model workflow based on Tygy features that you can adapt to your company’s processes.
Where should we start a pilot?
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
Test the process with one request stream
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
14 days free · No credit card required