Email marketing
Connect Copernica to your customer service with Cuego
The mailings from your Copernica database next to the customer file, so you know what the customer just received.
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.
Some of your customer questions start with an email you sent yourself. A promotion with a discount code, a reminder about an abandoned cart, an announcement about new opening hours. The customer responds to something they read, and your agent cannot see that message.
Copernica works with databases and profiles: your contacts live in a database with custom fields, and mailings go to selections from it. For a service agent that is a closed system. Cuego looks up the profile by email address in the database you point to, and retrieves the mailings sent to that profile.
Copernica stands here as an example within the email marketing category and is widely used in the Netherlands. The integration is read-only: Cuego reads which mailings this contact received and whether they were opened or clicked. Cuego does not send campaigns itself.
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.
Sent mailings per profile, with date
The Copernica profile belonging to this email address
Opens and clicks where Copernica records them
The database and email field you designate
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 Copernica.
Discount code from the newsletter doesn't work
Questions that answer themselves
With that data in place, nobody has to go looking. This is what can happen next.
This discount code does not work
Cuego sees which promotional email this contact received and on what date. That lets an agent check whether the customer is referring to the right promotion, or to a campaign that has already expired.
I get too many emails from you
The agent immediately sees how many mailings this contact received recently. That makes the conversation concrete instead of a guess.
I never received that email
Cuego shows whether the email was sent and whether it was opened. If it never arrived, that points to a delivery problem rather than a back-and-forth about blame.
Why is this customer contacting us now?
If you see someone opened a campaign about delivery times yesterday and calls today, you probably know what the conversation is about before it starts.
How it works
How to connect Copernica
You need a Copernica access token and the ID of the database holding your contacts. Both are in your Copernica environment. Enter them in Cuego under Settings, Integrations, Copernica. If the email field in your database is named something other than email, specify that field name separately. Cuego uses the direct profile route rather than the delayed data request, so the answer is available during the conversation.
FAQ
Frequently asked questions
That is configurable. Cuego uses the email field by default, but you can specify a different field name when connecting if your database uses one.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
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