Category · E-commerce
Customer service for your Magento store
Magento usually runs at companies with many SKUs, several customer groups and sometimes B2B pricing. That makes the customer questions more specific, and the lookup work bigger.
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 Magento store is rarely a simple webshop. There are often thousands of items, several websites or store views under one installation, customer groups with their own pricing and not infrequently an ERP behind it keeping stock and invoices. That's exactly why Magento gets chosen, and it makes answering a customer question more complicated.
The question "is my invoice correct" means something different for a B2B customer than for a consumer, because the price hangs on their customer group. The question "is this in stock" hangs on the right store view. A colleague checking that by hand opens Magento, finds the customer, checks their group and only then goes to the order.
Cuego fetches that data during the conversation: the order with all line items, the payment status and method, the shipment with tracking, open returns and credits, and the price and availability that applies to this customer.
The situation
Why a Magento question takes more time
The price on the invoice hangs on the customer group, so "is this amount right" first requires working out which group this customer belongs to.
With several store views under one installation, someone has to know which website this customer ordered through.
With thousands of SKUs, a question about a specific variant can't be answered from memory.
Partial deliveries produce several shipments per order, and the customer asks about the parcel that hasn't arrived yet.
What comes with it
What fits alongside Magento
Magento supplies the order and the customer group. For a complete answer the carrier, the payment provider and often the accounting system come with it. All integrations are in every plan.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Shipping and delivery
PostNL, DHL, DPD, Sendcloud
Finance
Exact Online
Payments
Mollie
Stock and fulfilment
Picqer
How it works in practice
With that context in place, this is what the next step looks like.
The order with all its lines
Cuego reads the line items, amounts, payment method and payment status from Magento, so a question about an invoice or a double charge is answered with the actual data.
Shipments tracked separately
On a partial delivery the tracking is read per shipment, so the answer is about the right parcel rather than the order as a whole.
Returns and credits in view
Open returns and refunded amounts sit with the conversation, so a customer asking about their money doesn't hear that it's being looked into.
What this means for a Magento store
Works with your ERP behind it
If your admin sits in Exact Online, invoices and outstanding items appear alongside the Magento order.
B2B customers with their own terms
Recurring accounts with their own pricing and longer payment terms are recognised, so an answer doesn't quote the consumer price.
Several store views and languages
If you sell through several websites under one Magento installation, the question arrives with the right store view and in that store's language.
Stock per variant
With a large assortment, the current availability of exactly that variant is read, instead of a general stock indication.
Voice included
B2B customers call more often than they email. During the call the customer appears with their orders and outstanding items.
Unlimited users
At a Magento store the knowledge often sits with purchasing, warehouse and finance. They can all look along without costing money per person.
From context to result
What it delivers
What bringing context and action together means in practice.
Cuego reads the order, the customer and the stock straight from Magento, including across several store views under one installation. The customer group comes along, so an agent sees which kind of buyer they are dealing with.
Pricing per customer group lives in Magento; Cuego does not recalculate it.
Customer group included
you see what kind of buyer you're dealing with
Multiple store views
under one installation, in the same inbox
Partial shipments separately
track and trace per shipment
FAQ
Frequently asked questions
Yes, the integration works with Magento 2 and with Adobe Commerce, which runs on the same base. Let us know which version and setup you have and we'll check up front whether anything about your installation is unusual.
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.
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