Webshops & OMS
Connect ChannelEngine to your customer service with Cuego
One connection for all your marketplaces, with the channel each order came from.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
A customer who ordered via Zalando emails you with an order number that does not exist in your own webshop. Your agent searches the wrong system, finds nothing, and asks for details the customer already gave.
That happens at every webshop selling on multiple marketplaces. Each channel has its own order numbers, its own portal and its own message box. ChannelEngine already brings those orders together. Cuego reads them from there, so the question can be answered without first working out where someone ordered.
The difference with a single marketplace integration: this is one instead of twenty. Start selling on Kaufland tomorrow and those orders appear without any change to the connection.
The context that comes with it
This information already exists somewhere
Cuego doesn't copy your system. This data comes in the moment a customer gets in touch about it, and moves back into the background afterwards.
Orders from every channel in ChannelEngine, with the channel per order
Both the channel order number and your own order number
Order status, order date, amount and payment method
Order lines with product, quantity and price
Shipments with track & trace as passed on by the channel
Return requests that came in via the marketplace
The integration in motion
1. The question comes in
Cuego only knows what the message says
A customer gets in touch. At that point Cuego knows nothing beyond what the message says: a name, an address and a question. Everything that makes the answer complete still sits in ChannelEngine.
Register a return for order #8124
Questions that answer themselves
With that data in place, nobody has to go looking. This is what can happen next.
Where is my order?
Cuego searches on the number the customer mentions, even when that is the marketplace's number, and returns the shipping status with track & trace.
I forget where I ordered
Searching by email address returns orders from all channels at once. The customer does not need to know whether it was bol or Otto.
This customer orders on two marketplaces
Cuego shows both order histories side by side, so an agent sees one customer instead of two separate cases.
Has my return arrived?
Returns registered via the channel sit in ChannelEngine, often as the only place. Cuego retrieves the status from there.
How it works
How to connect ChannelEngine
In ChannelEngine create an API key under Settings, API keys. In Cuego under Settings, Integrations, ChannelEngine enter your subdomain and that key. The subdomain is the first part of your ChannelEngine address. Cuego then reads orders, shipments and returns; nothing is written back to your channels.
FAQ
Frequently asked questions
It can. If your bol orders run through ChannelEngine, they arrive via this integration and you do not need the separate one. If you sell on bol outside ChannelEngine, keep both.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
Your Cue to Go.
Everything around your customer. Together.
The Customer Contact Platform where conversations, customer data, knowledge, workflows, people and AI come together. Book a 30-minute demo and see it against your own situation.
30-minute demo · then we set it up together
Rather look for yourself first? Take the free website scan