A seller on Amazon and four marketplaces answers customers in five seller portals, each with its own inbox, its own language and its own clock. Amazon expects a reply within 24 calendar hours, weekends included; Leroy Merlin or Carrefour count business hours. A missed deadline shows in the account’s metrics. A general helpdesk built around email knows nothing of this. Miross was written for it: every marketplace message, with its deadline, in one queue.
Each message is read from its channel and becomes a case. If it is not in your language it is translated on arrival, and the original stays one click away. The case shows the order beside it: the products, the parcel’s tracking and the invoice. Mike prepares a draft in the customer’s language from those facts. You read it, change what you like and send, and the reply leaves through the channel the message came in on.
The queue is not only for marketplaces. Email from Gmail, Outlook or any mailbox, WhatsApp, Instagram, Telegram, Messenger and the live chat on your shop arrive in the same list. Because support shares its data with the order book, shipping and invoicing, the actions are real ones. Sending the invoice, making a return label, changing an address, cancelling or refunding an order is one click that a person confirms, and it is carried out on the channel.
Day to day, the team opens one list in the morning instead of six tabs. The cases that expire first are on top, so nobody has to remember which marketplace is the strictest. Rules take the repetitive part: they assign the German cases to whoever handles Germany, tag the invoice requests and send the reply you wrote for them. Voice notes arrive transcribed and photos described. What is left for a person is to decide and press send.
Anna KellerDEWo ist meine Bestellung?Where is my order?42 min
Marc DupontFRPuis-je recevoir la facture ?Can I get the invoice?3 h
Inês DuartePTA encomenda chegou danificada.The parcel arrived damaged.6 h
