Solutions by industry / marketplaces
AI support for marketplaces with buyers and sellers asking different questions
A marketplace answers two audiences. Buyers ask about payments, delivery, and refunds. Sellers ask about listings, fees, and payouts. Both ask a lot, and both expect an answer now. The policy pages have most of the answers, but a support team cannot repeat them fast enough.
SupportHQ runs one project per audience, each with its own knowledge base and persona, so the buyer agent never quotes seller fees. Disputes, payouts, and account actions reach your team with the thread already summarized.
What marketplaces support teams run into
- Buyer and seller questions arrive in the same queue and need different answers.
- Disputes need a person but are buried under routine fee and delivery questions.
- Sellers ask about payouts on a schedule that matches your payout schedule, not your office hours.
- Trust and safety questions must never be answered with a guess.
Questions the agent answers on its own
From your approved content, in the customer's language, at any hour.
- "When will I receive my payout?"
- "What fees do you charge on a sale?"
- "How do I open a dispute?"
- "Can I cancel an order after it ships?"
- "How do I verify my seller account?"
- "What is buyer protection?"
- "Why was my listing removed?"
When it hands off to your team
With its own reason, an urgency, and a summary. Your team is notified by email, Telegram, or SMS.
- A dispute between a buyer and a seller: always a person, with both sides' messages summarized.
- A payout that did not arrive: collect details and escalate to finance.
- A listing removal or account suspension appeal: route to trust and safety.
- Anything involving fraud or safety: escalate immediately, no troubleshooting.
What to load into the knowledge base
- Buyer help center and seller help center (synced separately)
- Fee schedule and payout schedule
- Dispute and refund policies
- Community guidelines and prohibited items
- Past conversations your team answered, turned into articles
Channels
A widget on buyer pages and a separate widget on the seller dashboard, plus Telegram or Discord for a seller community. All in one inbox for your team.
Setup, in practice
Create a buyer project and a seller project. Load each help center into its own knowledge base. Write strict escalation rules for disputes, payouts, suspensions, and safety. Put each widget on the matching pages. Start with escalation set early and relax as coverage improves.
FAQ
Can one agent serve both buyers and sellers?
It can, but separate projects are cleaner: each has its own knowledge base and persona, so answers never cross audiences. Both land in the same inbox.
Will it ever guess at a dispute outcome?
No. It answers only from approved content and the escalation rule for disputes sends it to your team. Guardrails against making things up ship with the platform.
Can it look up a specific order or payout?
No. It explains the process and timing from your policies and collects the identifiers your team needs, then hands off with a summary.
Does the pricing scale with our volume?
Plans include 2,000 (Starter) or 3,000 (Growth) conversations per month with no per-resolution fee. Custom plans cover higher volume.