From Manual Email Support to an Automated Helpdesk Wired into Three Marketplaces
A shared support mailbox, a Shopify storefront and two marketplaces, joined into one connected estate.
Support, storefront, marketplaces and books running as one connected estate
Winston Electronics Pvt Ltd
India
Multi-app Zoho implementation with marketplace and shipping integrations
10-12 weeks, one month hypercare plus 50 hours of managed service
Client overview
Winston Electronics manufactures and distributes consumer electronics, selling through its own Shopify storefront and the major Indian marketplaces.
Business challenges
Selling on a storefront and two marketplaces at once means three order streams and one support queue, and that queue was a shared mailbox.
- Customer support handled entirely by email, with no ticket, owner or SLA
- Shopify orders and marketplace orders held in different places from customer records
- Shipping arranged outside the system, so status questions had no answer
- Invoicing and GST filing handled separately from the order data
- No knowledge base, so the same questions were answered from scratch each time
What they needed
- Every support email becoming a tracked ticket with an owner and a deadline
- Storefront and marketplace orders visible against the customer they belong to
- Shipping status available to the agent answering the question
- Compliant invoicing and returns driven from the same order data
- Self-service for the questions that do not need an agent
Our solution
Kelevo implemented four Zoho applications as one estate, with the storefront, marketplaces and shipping wired into it.
- Omnichannel Zoho Desk — email-to-ticket, SLA policies, AI categorisation, an email parser, a knowledge base and a customer portal
- Zoho CRM with Shopify sync — orders and customers landing against the right account automatically
- Zoho Inventory — Amazon and Flipkart marketplace APIs plus Shiprocket for shipping
- Zoho Books — e-invoicing and e-way bills with GSTR-1 and GSTR-3B reporting
- Optional telephony — Knowlarity available as an add-on for voice support
Key features delivered
- Email to ticket Every message becomes a tracked ticket with an owner.
- SLA policies Response and resolution times enforced, not hoped for.
- AI categorisation Tickets routed by subject without manual triage.
- Marketplace order sync Amazon and Flipkart orders in the same view as Shopify.
- Shiprocket integration Shipping status answerable inside the ticket.
- Knowledge base and portal Customers resolve the simple questions themselves.
Business impact
4
Zoho apps in one estate
3
Sales channels connected
10-12
Weeks to go-live
50 hrs
Managed service included
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