Category · E-commerce
Customer service software for e-commerce
Cuego looks up the order, sees where the parcel is and gives your customer an answer right away. Service that scales with your webshop and absorbs peak loads with ease.
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.
In e-commerce the vast majority of questions are about the same things: where is my parcel, can I still change my order, how do I return this? Every one of them has an answer that already lives somewhere in your systems. Yet each question lands in the queue again, someone has to look up the order by hand and pull up the tracking. And the moment a sale or holiday hits, that queue overflows.
In Cuego most of that work is off your plate. When a customer asks "where's my parcel", Cuego looks up the order in your webshop, reads the fulfilment status and sends the customer the expected delivery with tracking, right away. A return or an address change it prepares within your rules, so an agent only has to approve it. And when the sale rush hits, it doesn't scale with your queue, because the first line is already running by itself.
The situation
Why order questions cost so much time
The bulk of your inbox is "where is my parcel?", while the answer is sitting right there in the tracking.
For every question you switch between your mailbox, your webshop and the carrier's portal just to find the order back.
During sales or holidays the queue fills up and response times balloon, exactly when customers have the least patience.
What comes with it
Connected to your entire webshop stack
Cuego pulls customer and order data straight from the systems you already use, so every answer matches reality.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Webshops & order management
Shopify, Lightspeed, Magento 2, WooCommerce, Picqer
Logistics providers
PostNL, DHL, DPD (rechtstreeks of via SendCloud)
Marketplaces
Bol.com, Amazon
How it works in practice
With that context in place, this is what the next step looks like.
Links the question to the order
Cuego recognises the intent behind the question and links it to the right order straight away, even when the customer only types "where's my parcel".
Pulls in the live status
Cuego consults your webshop, order management system and carrier, pulling in the live status, order number and delivery date.
Settles it or puts it to you
A clear answer, a created return or a processed address change: autonomously or after your team approves it.
What Cuego can do in e-commerce
Order questions with live data
Looks up the order in your webshop or OMS and answers questions about status, contents and delivery with up-to-date data.
Automatic track-and-trace
Reads the fulfilment status and the track-and-trace from the order and shows the customer where the parcel is and when it arrives.
Handle returns
Explains the returns policy and prepares the request with the order and reason attached, so your team only has to approve it.
Address and order changes
Changes a delivery address or order while it's still possible, checking first whether the shipment is already on its way.
Peak-proof
Absorbs sales and holidays without extra hires; the first line is handled automatically while your team keeps the overview.
Your team stays in control
Sensitive or complex cases are prepared and presented to your team, which approves or edits them with one click.
From context to result
What it delivers
What bringing context and action together means in practice.
During a peak nothing changes about how a question is handled: every status question gets the same check of order and shipping status. Cuego works through them as long as they fall within the rules you set, and prepares the rest for your team.
The line between sending itself and having it checked first is yours to draw.
Peaks don't change the handling
every status question gets the same order and shipping check
Rules you set
Cuego handles it as long as the question stays within those limits
The rest is queued
anything outside sits prepared for your team
FAQ
Frequently asked questions
Cuego connects to the common webshops and order management systems such as Shopify, Lightspeed, Magento 2, WooCommerce and Picqer. That lets Cuego pull order and customer data straight from the system you already use.
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.
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