Yuma handles ecommerce customer service across four agents: Support for where-is-my-order, returns, refunds, exchanges and subscription changes, Sales for pre-purchase questions and recommendations, Social for Instagram and Facebook DMs and comments, and Chat for the storefront. It plugs into an existing helpdesk rather than replacing it.
Taking real actions is the distinction from a support bot that writes good replies. A WISMO ticket is not resolved by explaining where the order is; it is resolved by looking it up, and a refund request needs the refund issuing. Agents that act across Shopify, WooCommerce and the helpdesk close tickets end to end rather than producing a well-worded holding message.
Yuma is Y Combinator-backed, founded by Guillaume Luccisano who previously built Socialcam and Triplebyte, with offices in Cambridge and Barcelona. Brands pay only for tickets the AI fully resolves, though no rate is published. Agents authorised to issue refunds need spending limits set deliberately, resolution-based billing makes cost depend on a definition the vendor controls, and social DM automation answers personal messages in a support register.
