For e-commerce brands and online stores
A handful of questions, asked thousands of times
Your terms of service, return policy, product specifications, size charts and shipping rules already contain every answer. OmniResponse turns them into ready drafts in the customer’s own language — and because replies about consumer rights carry legal weight, every draft is approved by a human before it is sent.
Gmail · Outlook · IMAP — no change of email client · a person approves every reply
Re: Complaint — my headphones stopped working
Hello, we’re sorry your headphones stopped working. You can file a complaint using the form under Returns and complaints, or by sending the product back with a description of the fault. We will reply within 14 days of receiving it.
Sources: terms of service, § 9 · warranty terms · product page
Example with fictional data. A consultant assesses the facts of the case.
The problem
Repetitive tickets swallow your support team
Eight questions, thousands of repeats
Where is my parcel, how do I return it, will it fit, what does the warranty cover, does it work with that one.
14 days to answer a complaint
Under Polish law, a consumer complaint left unanswered within the statutory deadline is deemed accepted, whether or not it is justified (Article 7a of the Consumer Rights Act).1
One bad experience costs you the customer
According to a PwC study, 32% of customers would walk away from a brand they love after one bad experience.2
Peak season forces hiring
Black Friday and the holidays push ticket volumes up, and the team has to grow for two months a year.
The common thread: the answer is already in your terms and product pages. The problem is getting to it.
The scale
The cost of handling the repetitive
14 days
statutory deadline in Poland1
To reply to a consumer complaint. After that, the complaint is deemed accepted.
32%
of customers walk away2
The share of customers who would leave a brand they love after one bad experience.
~PLN 98k
a year for one full-time employee (estimate)3
Employer cost at the median gross pay of PLN 6,790 a month for a customer service specialist in Poland.
You are not buying new knowledge. You are buying the time it takes to reach the knowledge you already have.
Sources and caveats
1 Polish Consumer Rights Act of 30 May 2014, Article 7a (consumer complaints).
2 PwC study, as cited in industry publications (global data, all industries).
3 wynagrodzenia.pl — median total pay of a customer service specialist in Poland: PLN 6,790 gross per month. Employer cost estimated at about 1.2 × gross pay (PLN 6,790 × 1.2 × 12 ≈ PLN 97.8k).
How it works
Four steps — the rest happens in the background
01
You upload your store’s documents
Terms of service, return policy, product pages, size charts, shipping rates.
02
Omni reads the inbox
It monitors your customer service mailbox around the clock, weekends included.
03
It drafts in the customer’s language
It detects the language of the message and replies based on your documents.
04
Your agent sends
The draft waits in the mailbox’s Drafts folder. The agent checks the facts and sends it.
Gmail, Outlook or any IMAP account — no change to the email client you use today.
Human in the loop
The final word always belongs to your team
A person approves legally sensitive replies
Withdrawal, warranty, complaints — always reviewed by an agent first.
Customers never get stuck in a bot loop
We don’t build a chatbot that refuses to hand over to a person. A person is involved from the start — and your customer experience is better for it.
Nothing is sent automatically
The draft waits in the mailbox’s Drafts folder. The agent presses Send.
Customer data is protected
Mailbox credentials and the content of messages and drafts are encrypted with AES-256-GCM using a separate key for each company. We don’t train AI models on your customers’ data.
A bot that answers complaints on its own will sooner or later accept something you never meant to accept. That is why OmniResponse prepares the reply, and your agent decides what it says.
Use cases
Two tickets from any working day in customer service
Example 1
A complaint after eight months
The customer reports a faulty product and asks about repair, replacement or a refund.
Today
The agent looks up the procedure in the terms, checks the product page and the warranty terms. With high volumes, the 14-day deadline becomes a risk.
With OmniResponse
A draft with the procedure, the basis in your terms and the deadlines is ready. The agent assesses the facts and sends it — the deadline isn’t missed.
Example 2
Black Friday peak
In a single weekend, several times more tickets than usual pour in.
Today
The queue grows faster than the team can reply. Response time stretches from a few hours to two days.
With OmniResponse
Repetitive questions have drafts straight away. The team works at the same size and focuses mostly on the exceptions.
The effect
Time, cost, team
Same eight questions, ten thousand times. Answered before you open the inbox.
Time
Drafts ready after hours too
Drafts are prepared at night and at weekends. In the morning, the team checks them and sends them.
Cost
Peak season without seasonal hires
Repetitive questions already have drafts, so Black Friday and the holidays don’t have to mean hiring or outsourcing your support.
Team
Agents on the hard cases
Instead of answering how to return a parcel — when the answer is already in your terms.
The OmniResponse analytics dashboard (Professional plan and above) shows estimated time saved, the number of messages handled and the documents and passages your drafts rely on most.
Next step
Let’s test it on your terms of service
A 30-minute demo on a sample of your documents
Start on one customer service mailbox
First-response time compared before and after the rollout
Other industries: Residential property management · Office & warehouse management · Real estate agencies · Hotels & hospitality