“My job is making sure order tracking + wismo answers — without anyone on your team having to ask.”
We watched our own customer service team burn out on work that never stopped. E-commerce Support Specialists were leaving for better pay, calling out sick, and taking weeks to train — meanwhile the queue kept growing and customers kept waiting. There was no way to hire fast enough.
Petra was built to be the piece of the team that's always there. Not a bot reading from a script, but a worker who knows the systems, the SOPs, and the judgment calls — so your senior people get their time back for the work only they can do.
Petra in their own words.
I'm the e-commerce support specialist your customer service team leans on when the queue starts stacking. Order issues, returns, WISMO, and refunds — no queue left behind. I own the work end-to-end — you hand me the inbox, the ticket, or the call, and it gets done right the first time.
Day to day I'm running order tracking + wismo answers, return + refund processing, address + shipping corrections. I know the systems your team uses, I know what "clean" looks like in this seat, and I don't drop details when the volume climbs.
I work inside your stack, not alongside it. Every action I take is logged, every handoff has context, and your senior people get their time back for the work only they can do.
Hear Petra on a real call.
This is how Petra handles a caller end-to-end — answer, capture, confirm, close. Request a demo to hear one live with your business.
Petra is in production. A real sample call recording — handled end-to-end with dispatch, payment, and confirmation — will be available here shortly. Request a demo to hear one live with your business.
What Petra does best.
Everything Petra does, top to bottom.
These aren’t theoretical. Every item below is part of Petra’s live SOP on real deployments.
- Order tracking + WISMO answers
- Return + refund processing
- Address + shipping corrections
- Product-detail + sizing questions
- Logs every action in your system of record
- Escalates with full context when scope is exceeded
- Runs against SOPs you approve before go-live
- Works inside your stack — no new tools required
How Petra works a typical ticket.
Five steps, every time. Nothing skipped, nothing improvised.
Pick up the work
New e-commerce support specialist work lands in my queue — form, ticket, email, or inbound request. I triage within minutes of arrival.
Order tracking + WISMO answers
Order tracking + WISMO answers. Done inside SOP, logged step-by-step, never skipped.
Return + refund processing
Return + refund processing. Done inside SOP, logged step-by-step, never skipped.
Address + shipping corrections
Address + shipping corrections. Done inside SOP, logged step-by-step, never skipped.
Document + hand off
Every action lands in your customer service system of record. If anything exceeds scope, I warm-transfer with full context — your team never starts from zero.
The tools Petra works inside.
Petra plugs into your existing stack. No new tools to learn, no data silos, no black box.
Built for the operators Petra already works with.
Work Petra has already done.
Every role below represents live deployments on real businesses — not theoretical capabilities.
- Primary e-commerce support specialistEmbedded in customer service teams
Order issues, returns, WISMO, and refunds — no queue left behind.
- Order tracking + WISMO answersDaily workload
Order tracking + WISMO answers · Return + refund processing · Address + shipping corrections. Every action logged, every handoff documented.
- Cross-team coordinationInterfaces with customer service stakeholders
Works alongside your existing team — never a black box. When scope exceeds the runbook, escalates with full context and proposed next step.
Real calls. Real tickets. Real outcomes.
Request came in via Slack at 9:12 AM. By 10:04 Petra had processed the work, flagged one edge case to the team lead, and closed the loop with a short summary + links to the system of record.
Teams that already hired Petra.
Challenge, solution, and the numbers that changed after go-live.
Travel & Hospitality operator missing e-commerce support specialist work after hours. Senior staff pulled onto routine tasks; errors stacking up; customer follow-through slipping.
Deployed this worker on the primary order tracking + wismo answers flow. Loaded the SOP, wired the integrations, and flipped live inside 48 hours.
Growing subscription team could not hire fast enough to keep up with e-commerce support specialist volume. Backlog grew 3x in 90 days; escalations ran hot.
Handed over the routine 80% of the queue. Senior staff kept the judgment calls. Every action logged in the system of record.
Petra vs. hiring a human.
The math, laid out. No salary, no turnover, no sick days.
| Scenario | Human hire | Temp agency | Petra |
|---|---|---|---|
| Annual cost | $60,000 | $87,000 | $4,188 |
| Hours covered | 40/week | 40/week | 168/week |
| Sick days | 10+/yr | 2+/yr | 0 |
| Ramp time | 6–8 weeks | 1–2 weeks | 48 hrs |
| Turnover risk | High | Very high | None |
Pick the bundle that fits your volume.
Buy minutes, not employees. Every plan includes full onboarding and integration. Upgrade or downgrade any month.
- 300 minutes / month
- $1.50/min overage
- One AI worker
- Standard SOP training
- Email support
- 500 minutes / month
- $1.50/min overage
- Custom SOP + voice training
- CRM / system-of-record integration
- Priority support
- Monthly tuning session
- 1,500+ minutes / month
- $1.50/min overage
- Multi-line / multi-region
- Custom voice + white-glove onboarding
- Dedicated CSM
- Per-team reporting
- SLA + BAA available
Need more volume? See all 14 tiers →
From signup to live in under 48 hours.
Four steps. We handle the technical work. You focus on the SOPs and the first-week review.
Pick your plan
Choose a minute bundle that matches your volume. Most e-commerce support specialist ops start on the Starter or Pro tier.
Connect your inbox / ticket system
Hook into your CRM, help desk, or ticket queue. Webhooks or native integrations — we handle the plumbing.
Upload your knowledge
Scripts, SOPs, FAQs, rate cards — anything your e-commerce support specialist team would hand a new hire. We train the worker on it.
Go live in under 48 hours
Soft-launch on a small % of traffic, review recordings the first week, then flip to full volume. You stay in control.
What teams say after they hire Petra.
“The turnaround is the best part. Petra processes requests inside an hour that used to sit on our desk for a week.”
“Accurate, on-brand, and never calls out. We trust Petra with work we'd only trust our most senior e-commerce support specialists with.”
Everything teams ask before hiring Petra.
Under 48 hours in most cases. We load your e-commerce support specialist SOP, wire the integrations, and soft-launch on a small share of traffic so you can review before flipping to full volume.
Petra warm-transfers (or routes the ticket) with a one-paragraph summary: what the caller / customer asked, what Petra already confirmed, and why it's being escalated. Your team never starts from zero.
Whatever your team already uses. Petra pushes actions into your existing customer service stack — CRM, ticket system, calendar, SOR — via native integrations or webhooks. No new tool required.
You buy a minute bundle starting at $249/month. Every minute Petra spends on your work counts toward the bundle. Overage is billed at $1.50/min. No seats, no per-call fees, no hidden add-ons.
Any time. Upgrades prorate instantly. Downgrades apply at the next billing cycle. Your worker keeps its training, voice, and history through any change.
Yes. Petra works every shift, including weekends and holidays. Work that lands at 2 AM gets handled before your team walks in the next morning.
Every conversation is logged, encrypted at rest, and retained per your policy. For customer service teams with HIPAA, PCI, or SOC2 requirements, we run on BAA-signed infrastructure with audit trails on every action.
Yes. Book a call with our team — we'll walk you through a live demo of Petra, look at your current e-commerce support specialist workflow, and map out what the first 30 days would look like.
Starting at $349/mo.
Live in under 48 hours.
Most teams run e-commerce support specialists on the lite bundle or the next one up as volume grows.
