FOR 3PLs · FREIGHT FORWARDERS · LAST-MILE · COURIERS · CROSS-BORDER FULFILMENT
Your customers ask 'where is my order?' on WhatsApp, WeChat and LINE. imBee unifies every channel in one inbox, with governed AI grounded in your tracking data, and 300+ integrations to your TMS, WMS and carrier APIs, so 'where is my order?' answers itself, dispatch and delivered notifications go out automatically, exceptions get caught early with one-tap actions, and photo proof of delivery lands in chat, on WhatsApp or inside your own app via the brand-styled live-chat SDK.
Trusted by 10,000+ enterprises across 60+ industries. ISO/IEC 27001 certified. Official Meta Technology Partner.
Cited industry benchmarks (industry benchmark data, WhatsApp benchmark data). Not imBee client results.
Trusted by leading logistics operators
The logistics reality
Customers expect a real-time answer in the channel they already use, and a heads-up before the parcel is late, not after. When the messaging tool doesn't see your TMS, the thread says one thing and the system says another, the same status question is asked five times, and the call centre absorbs everything in between.
Without AI grounded in live tracking data, every 'where is my order?' lands on a human. Industry benchmarks point to 60–80% of status questions handled by governed AI and up to ~40% lower inbound call volume (industry benchmark data): that's the ops time you free for exceptions that actually need a person.
WhatsApp, WeChat, Instagram and email in separate tools means cross-border senders and receivers can't be served in the same thread, and a query that starts on one channel and moves to another loses its context. Western-built tools don't speak WeChat at all.
Reminder templates that aren't wired to live carrier data invent ETAs, miss exceptions and quote the wrong status. The thread has to reflect the system of record, otherwise every proactive message is a new way to erode trust at the doorstep.
A missed delivery means a wasted truck-roll and a second attempt, pure margin gone. Without a one-tap reschedule, address-correction or locker-collection option in chat, the parcel cycles back to the depot and the customer calls to ask why.
Customs holds, weather delays, address issues and missing paperwork are flagged in your TMS, but if nothing proactively tells the customer, every exception becomes an angry inbound call and a CSAT hit instead of a one-tap resolution.
POD photos sit in a portal nobody checks, and damage or loss claims start as a phone call and drag through email. Without photo proof and triaged claims in the same thread, disputes are slow, costly and impossible to audit.
One shipment lifecycle, end to end
A single inbox carries each shipment from the first quote inquiry through dispatch, delivery and proof of delivery to the claims path, with AI grounded in your TMS / WMS / carrier APIs so every message reflects real shipment state.
Turn shipping inquiries into bookings, and prove they arrived.
Status answers that know where the box actually is.
Your app. Your brand. The same AI and team behind it.
Click-to-WhatsApp ads land the high-intent shipper in a 1:1 multilingual thread for instant rate quoting (lane, weight, dimensions, hazmat flags), pickup and delivery-window selection, and secure in-chat upload of the commercial invoice, packing list and customs paperwork, with the TMS booking ID returned the moment it's confirmed. From dispatch onward, automated picked-up, in-transit, out-for-delivery and delivered notifications keep B2B and B2C shippers in the loop, and a time-stamped photo proof of delivery with signature lands in the same thread, so 'where is my order?' is answered before it's ever asked.
Customer asks 'where is my order?' → AI answers with a real-time ETA pulled from your TMS or carrier API, not a static link. Proactive ETA-change and exception alerts on opt-in (customs hold, weather delay, address issue) each with one-tap actions: reschedule the delivery window, hold at depot, collect from a locker, correct the address, or securely upload a missing document in-chat. The exception is caught and resolved before it becomes an inbound call, and every step is logged for audit.
imBee's live-chat SDK installs inside your own shipper or consumer app, with colours, logo and styling fully matched to your brand. imBee AI answers routine questions from your live tracking and order data right inside the app, and the moment a customer needs a person, the conversation routes to a human agent with the full history attached. Every in-app conversation lands in the same governed inbox as WhatsApp, WeChat and your other channels, so your team works one queue, not two.
Damaged-goods and loss reports are captured with photo evidence; AI triages and opens a case in your claims system with a reference number returned in-chat, and returns / RMA pickups are booked in the same thread, with a hard human handoff the moment monetary settlement or liability is on the table. After delivery, a one-tap CSAT prompt captures sentiment while it's fresh. And opt-in broadcasts from a verified sender. Lunar New Year and 11.11 cut-off notices, rate-card updates, service-area expansion, reach your whole shipper base with delivery analytics.
Where it starts
Paid, social and your own site all become a 1:1 thread with the right desk, tagged with where it came from, so no enquiry arrives anonymous.
More use cases
Distilled from how carriers, 3PLs and on-demand platforms run messaging at scale, from the first pickup to the merchant relationship behind it.
imBee's live-chat SDK installs inside your shipper or consumer app, styled entirely to your brand: colours, logo and look are yours. imBee AI replies to routine questions from live tracking data, and anything needing judgement routes to a human agent with the full conversation attached.
The bot shares live time slots for first-mile pickups and return collections, booked, confirmed and rescheduled in chat, without a dispatcher touching the phone.
A quote request triggers your ERP through imBee's integrations: the priced quotation lands in the customer's chat in minutes with an owner assigned, while competitors are still promising a call-back.
+30%conversions with first responses under two minutes (published sector case)
A location message asks the consignee to confirm or correct the pin before the run is planned, attacking the single biggest cause of failed first attempts: the address.
Status pushed not just to the consignee but to the dealer, shipper and broker along the chain: the whole party sees the same truth before anyone opens a ticket.
Customs queries and address exceptions are too costly to miss. Send them on WhatsApp where the consignee is reachable there, and SMS where they aren't, both from one inbox, without maintaining two systems.
Smart-locker and PUDO pickup codes delivered on WhatsApp, with read receipts driving follow-up before the parcel expires back to depot: the SMS that never arrived, solved.
60%faster responses and 80% less support manpower (published sector case)
Delivery coordination runs through your business account instead of personal handsets: the recipient never gets a courier's private number, the courier never exposes theirs, and the whole exchange stays in your audit trail.
Templates and broadcasts to partner-driver groups replace one-by-one phone rounds, and the shared history survives shift handover, so the next dispatcher inherits the context, not the mess.
Published HK on-demand-delivery results: dispatchers handle 3–4 driver conversations at once versus one phone call. (published sector case)
Ad click to application to document upload to verification: one thread, at seasonal-hiring scale, with drop-offs nudged automatically instead of lost to a web form.
~40%lift in driver-registration conversion (published sector case)
Rate changes, cut-off times, typhoon-day arrangements and network notices to your shipper base on WhatsApp: the operational memo that actually gets read.
Published HK logistics results: open rates at multiples of the same notice sent by email. (published sector case)
Click-to-WhatsApp conversations arrive tagged with the campaign that produced them, so you can tell which ads generate booked freight rather than clicks, and move budget accordingly at the next review.
A one-tap rating fires the moment proof-of-delivery lands, while the experience is fresh, scores feed carrier and driver QA before the next route assignment.
Benchmarks shown are third-party industry research or published sector case results, not imBee measurements.
Governed AI
imBee AI for logistics answers from your real TMS, WMS and carrier-API data, not from a generic ETA template. It handles 60–80% of order-status questions without a human (industry benchmark data), drafts the exception alert and the reschedule confirmation, and hands off the moment a damage claim, liability question or customs-clearance issue appears.
Plus genuine multilingual reach: Cantonese, Mandarin, English and Bahasa, across WhatsApp, WeChat and LINE, so mainland senders, HK recipients and ASEAN cross-border customers are all served in the same inbox. That's the difference between an AI that helps the warehouse and one that invents an ETA and breaks a customer's trust at the doorstep.
How it fits together
Nothing is bolted on afterwards: the conversation, the AI, the automation and the audit trail are one system, wired to the tools your teams already run on.
Platform tersebut
A complete, enterprise-grade toolkit, built so 3PLs, freight forwarders, couriers and last-mile teams can automate the conversation as fast as they move the freight.
WhatsApp, WeChat, Instagram, Facebook, LINE, SMS, webchat and your own app (via the brand-customizable live-chat SDK) in one shared inbox, with shipment-ID context, customer history and carrier-feed status beside every thread. Covers HK ↔ mainland and SG ↔ MY ↔ ID cross-border routes Western tools can't serve.
Automated dispatch, out-for-delivery and delivered notifications, real-time ETA answers, and proactive ETA-change and exception alerts with one-tap actions, every message grounded in your TMS or carrier feed, so the status question answers itself.
AI grounded in YOUR TMS, WMS, carrier feeds and shipping policies. Drafts order-status replies, exception alerts and reschedule confirmations from real state; hard handoff on damage, liability and customs-clearance. Multilingual across Cantonese, Mandarin, English and Bahasa.
Delivery-window reschedule, address correction, hold-at-depot and locker collection in chat; time-stamped photo proof of delivery and signature in-thread; photo-evidence damage and loss triage that opens a case with a reference number returned to the customer.
Opt-in broadcasts for rate-card updates, peak-season cut-offs (CNY, 11.11), service-area expansion and CSAT prompts, segmented by lane, volume and customer tier, from a verified sender, with delivery analytics and two-way replies routed to the right desk.
Visual workflows plus 300+ integrations: carrier APIs, TMS, WMS, e-commerce platforms (Shopify, WooCommerce, Magento) and CRM (Salesforce, HubSpot), so the conversation, the shipment record and the systems of record stay in lockstep.
Enterprise-ready integration depth. ISO/IEC 27001 certified, with role-based access so warehouse / dispatch / claims see only what their role permits, a full audit trail, and privacy-law aware data handling, built for the 3PL, freight forwarder, courier and last-mile teams running multi-shift, multi-language operations across borders and time zones.