Category · Marketplaces
Customer service software for marketplaces
Questions from marketplaces like Bol.com and Amazon arrive with tight response deadlines. Cuego understands the question, looks up the order and shipping status, and handles it on its own.
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.
Selling through marketplaces like Bol.com and Amazon brings volume, but also its own kind of customer service. Messages about orders, returns and shipping status come in through the sales channel, often with a hard response deadline. Miss that deadline and it hurts your seller performance and visibility on the platform.
Cuego pulls those messages into one workspace and understands what the customer is asking. It looks up the order and the current shipping status in your systems, drafts the reply and sends it back to the marketplace within the deadline. Routine questions are handled by Cuego on its own; when in doubt it proposes a draft your team approves with one click.
The situation
Why marketplace questions add extra pressure
Platform response deadlines keep ticking, and every missed one lowers your seller score.
For every order question you switch between the marketplace account, your webshop and the carrier's track-and-trace.
Messages from multiple marketplaces are scattered, so you lose overview and sometimes a question entirely.
What comes with it
Connected to your marketplaces and logistics
Cuego pulls messages from your sales channels and shipping status from your carriers, so every answer matches the real order.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Marketplaces
Bol.com, Amazon
Webshops & order management
Shopify, Lightspeed, Magento 2, WooCommerce, Picqer
Logistics providers
PostNL, DHL, DPD (rechtstreeks of via SendCloud)
How it works in practice
With that context in place, this is what the next step looks like.
Reads the marketplace message
Cuego reads the marketplace message and recognizes the order, the question and the urgency, even when the customer only mentions an order number.
Checks order and shipping status
It looks up the order and current shipping status in your webshop and with the carrier, so the answer matches reality.
Replies within the deadline
It sends the reply back to the marketplace within the deadline. When in doubt, your team approves the draft first.
What Cuego can do for marketplace service
Messages in one place
Questions from marketplaces like Bol.com and Amazon land together in one inbox, alongside your email and chat.
Order pulled in automatically
Cuego links the message to the right order from your webshop or order management system, so all context is visible right away.
Live shipping status
It fetches the current track-and-trace from the carrier and turns it into a clear answer for the customer.
Deadline tracking
Cuego watches the platform's response deadline and prioritizes messages at risk of expiring.
One-click approval
Edge cases are proposed as drafts; your team approves or edits before it goes to the marketplace.
Returns and exchanges
Cuego handles common return and exchange questions according to your rules and queues actions in your systems.
From context to result
What it delivers
What bringing context and action together means in practice.
Messages from every sales channel arrive in the same inbox, with that channel's response deadline attached. Cuego looks up the order and prepares the reply before the deadline expires.
Per channel you decide whether the reply may go straight out.
Response window per channel
the platform's window sits with the message
All sales channels together
Bol, Amazon and your own shop in the same inbox
Release per channel
you decide where the answer may go straight out
FAQ
Frequently asked questions
Yes. Messages from marketplaces like Bol.com and Amazon come together in one inbox, alongside your email and chat, so you no longer have to switch per platform.
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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