Omnichannel CRM for D2C

They asked at 11:04. Most brands reply after lunch.

XYXX replies in 15 seconds. At 2am, on a Sunday, with no agent in the loop.

Run the numbers Get your Support Teardown

2,700+ D2C brands·Live since 2019·99.5% uptime·65+ courier partners

where is my order?

11:04 AM

01:02:47

Still waiting

Queued behind 3,040 tickets.

where is my order?

11:04 AM

00:00:15

Answered

Live AWB, courier, expected date.

XYXX cut first response from two hours to 15 seconds and deflected 62% of WISMO.

Your support stack today

Seven tabs. One customer.

One inbox. Same customer.

WhatsApp Business412 unread

Instagram DMs96 unread

Support inbox1,204 threads

Helpdesk318 open

Returns portal74 pending

Courier panel12 NDR

Shopify admin3 tabs open

Omnichannel CRM

All WhatsApp Instagram Email Voice Chat

Rohit S · order #48120auto-resolved

@anjali.k · order #48119auto-resolved

priya.m · return raisedagent, 40s

Your team has seven tabs open. Your customer has one problem. Every switch is a place the answer gets lost.

What that shape costs

Three places the journey tears.

SEAM 01

Your team switches screens to answer one question

Order in Shopify. AWB in the courier panel. The chat in WhatsApp. Three tabs for one line of text.

SEAM 02

Your customer repeats themselves to every new agent

Chat on Monday, call on Tuesday, DM on Wednesday. Nobody has the earlier thread.

SEAM 03

Your agent picks up a call knowing nothing

A name on the screen and nothing behind it. The first two minutes go to finding the order.

The volume

It is 11am. This is today's inbox.

Five channels, one morning, and the same question underneath most of it. Your team reads every one of these by hand.

Unified inbox all channels

Today 11:06

3,041 tickets today,
and it is 11am

Rohit S · WhatsAppwhere is my order? 11:04

@anjali.k · Instagramorder kab tak aayega? 11:04

priya.m@gmail.com · EmailOrder #48120 still not delivered 11:04

+91 98••• ••214 · VoiceMissed call, asking for tracking 11:05

Guest 4471 · Live chatAWB says in transit since Tuesday 11:05

Karan M · WhatsAppbhai order kahan hai 11:05

@thefit.kart · Instagramtracking link is not opening 11:05

s.iyer@outlook.com · EmailWhere is my order 48233 11:06

Devendra P · WhatsApporder placed sunday, no update 11:06

Guest 4478 · Live chatwhere is my order?? 11:06

Same question. Five channels. One morning.

What your customer sees

One thread. Question to return, start to finish.

XYXXonline

Where is my order?

Order #48120, 2 items. Out with Delhivery, AWB 1428••••.

In transit

Left Bhiwandi hub, 6:40 AM
Expected 2 Sep

Track another order Return an item

Return an item

Which item?

Crew socks, pack of 3₹599

That one

Return raised. Pickup on 3 Sep. Refund to UPI within 48 hours of QC.

It reads the live AWB, not a canned status

The courier scan, the hub, the expected date. Pulled at the moment they ask.

It raises the return itself

No form, no callback, no ticket. The pickup is booked inside the same chat.

It works at 2am on a Sunday

Nine messages here. Zero agent minutes. 90%+ of them get opened on WhatsApp.

What your agent sees

Your agent picks up already knowing.

RS Rohit Sharma +91 98••• ••214 · Bengaluru 560076 Repeat

116orders

₹42,180lifetime

2returns

32abandoned carts

2 AWB 1428•••• · in transitDelhivery · left Bhiwandi 6:40 AM · exp 2 Sep

CouponsFIRST10 used · WELCOME15 unused

4 3 past ticketsLast: exchange, size L, 14 Aug

1 16 orders and ₹42,180 spentThis is not a first-time buyer, and your agent knows it before hello.

2 The AWB is live in the panelNo switching to the courier site to read one scan.

3 Two abandoned cartsThere is a sale sitting inside this support conversation.

4 Last ticket was an exchangeSize L, 14 Aug. Nobody has to make the customer say it again.

Most systems vs Pragma

A bot that answers is not a bot that resolves.

Most bots

Answer the FAQ Paste a tracking link Send the customer a form Hand off to an agent

They stop exactly where the work starts.

Takes the return Raises the exchange Triggers the refund Updates the order, inside the CRM

Because it is wired into your OMS, WMS, courier partners and payment gateway.

75%+routine queries automated 13xfaster resolutions 90%+WhatsApp open rates

Unlimited tickets.
Unlimited agents.

You are not billed per ticket or per seat, so the support bill stops growing every time your orders do.

per ticket per seat per resolution See what that is worth

The Support Teardown

77% of your support tickets are one question.

Where is my order? Here is what that looks like at your volume.

Monthly orders

10,000

1,0001,00,000

Agents on support

Channels you handle

4,000 tickets a month

3,080 of them are “where is my order?”

1,910 answerable without an agent

3 channels · about 26 tickets per agent per day

This runs on benchmarks. For your real numbers, book 20 minutes and we will map your ticket mix across your channels.

Get your Support Teardown

Ticket volume assumes 40 tickets per 100 orders, an estimate. WISMO share (77%) and deflection (62%) are Pragma and XYXX measured numbers.

Meta Business Partner Official WhatsApp Business Platform access

2,700+D2C brands 2019live since 99.5%uptime 65+courier partners 50Mn+RTO data points

“What stood out the most was the seamless integration with our existing systems, allowing us to get up and running with minimal effort.”

Puneeth Hardekar

E-commerce CX & Ops Leader, Theater.xyz

What Pragma does not do.

Worth saying out loud before you get on a call.

Your Shopify admin

Orders live there. Pragma reads and writes to it. It does not replace it.

Your warehouse

Pragma raises the pickup. Your WMS still picks, packs and QCs it.

Your courier contracts

Your rates, your partners. We integrate with 65+ of them and stay out of the negotiation.

Your team

Automation takes the repeat questions. The angry customer still needs a person.

Not sure which side of that line your problem sits on? Run the numbers and then talk to us.

The offer

Get your Support Teardown.

20 minutes on a call. We map your ticket mix across your channels, mark what can be answered without an agent, and show you the flows that do it.

Your numbers, not a benchmark deck Live in 36 hours if you go ahead Built for Shopify brands doing 5k to 50k orders

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