E-commerce customers tell you what's wrong. In support tickets, reviews, chat transcripts, and post-purchase surveys.
But with thousands of customer interactions, finding patterns is impossible manually.
Understand the customer journey
Pelin analyzes customer feedback across touchpoints:
Pre-purchase — What questions do shoppers ask?
Checkout — Where do customers get stuck or abandon?
Post-purchase — What goes wrong after the order?
Returns — Why do customers send things back?
What you'll discover
Conversion blockers — What stops shoppers from completing purchases?
Product feedback — What do customers say about product quality, sizing, descriptions?
Shipping friction — What delivery issues frustrate customers most?
Return drivers — What reasons for returns could be prevented?
Reduce support load
Many support tickets are preventable. Pelin identifies:
- FAQ gaps — questions that could be self-served
- Product page issues — missing information that causes tickets
- Process confusion — shipping, returns, account issues
Fix the root cause, not just the ticket.
Works with your stack
Connect to Zendesk, Gorgias, Intercom, and other e-commerce support tools. Analyze feedback from wherever customers reach out.