Category · E-commerce
Customer service for your Shopify webshop
You sell through Shopify, so your questions are about orders, shipping and returns. Cuego reads those orders live from your store and handles the question, instead of sending your team to go looking.
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.
Anyone on Shopify knows how their inbox breaks down. Where is my parcel. Can I still change it. How do I return this. Is this size still available. Four questions that together make up most of your volume, and where in all four cases the answer already sits in Shopify.
So the work isn't in thinking up an answer, it's in fetching it. Someone opens Shopify, finds the order by name or email, looks at the fulfillment status, opens the carrier for the current state and types that into an email. Four times a day that's nothing. Forty times a day that's someone's morning.
Cuego fetches that data during the conversation. The order, the payment status, the shipment with tracking and the stock per variant sit next to the question, and for the recurring questions the answer is sent independently or prepared as a draft. Whichever you set.
The situation
The four questions of a Shopify store
Where is my parcel: the answer sits in the fulfillment status and at the carrier, two screens away.
Can I still change my order: that depends on whether it's already fulfilled, and someone has to look that up case by case.
How do I return this: the policy is on your site, but whether it applies to this order depends on the purchase date.
Is this size still available: stock per variant changes constantly, so yesterday's answer is wrong today.
What comes with it
What else fits alongside Shopify
Shopify supplies the order. For a complete answer the carrier and the payment provider usually come with it, and when selling through several channels the marketplace too. 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
Payments
Mollie
Marketplaces
Bol.com, Amazon
Stock and fulfilment
Picqer
How it works in practice
With that context in place, this is what the next step looks like.
The order included, no searching
Cuego finds the order by name, email or order number, even when the customer doesn't have the number at hand. The line items, the amount and the payment status sit next to the conversation.
The real delivery status
Alongside the fulfillment status from Shopify, the state at PostNL, DHL or DPD is fetched, so the answer names the parcel's actual position and not just that it shipped.
Returns by your terms
Cuego looks at the purchase date and the items in the order, explains what's possible in this case and can set the return in motion within the limits you define.
What happens in practice
An answer at eleven at night
Most webshop orders fall outside office hours, and the second thoughts afterwards too. Questions whose answer sits in Shopify or your knowledge base are answered in the evening as well.
Stock per variant, current
A question about size M in blue is answered with the current state, not with a number from the last sync.
Multiple stores side by side
If you sell through multiple Shopify stores or brands, those conversations arrive in the same queue with the right store attached.
Marketplaces included
If you also sell through Bol.com or Amazon alongside Shopify, those questions arrive in the same place, with that channel's order included.
In the customer's language
If you sell across borders, a German or French customer gets an answer in their own language, without a separate setup per language.
You set the limit
Per topic you set what may go independently. A delivery question on its own, a refund above an amount past a person first: rules like that.
From context to result
What it delivers
What bringing context and action together means in practice.
Cuego reads the order, the fulfilment and the tracking details straight from Shopify. Nobody has to look up a status question. Cancelling, refunding and resending an order confirmation can be written back, each with its own permission level.
Every write action defaults to approval by an agent.
Reads order and fulfilment
straight from Shopify, with the tracking details
Can write back too
cancel, refund and resend a confirmation
Write actions need approval
by default an agent looks at it first
FAQ
Frequently asked questions
In Cuego you go to Integrations, choose Shopify and log in to your store. Through Shopify's standard authorization you grant read access to orders, customers and products. No technical knowledge is needed and within minutes Cuego has access to your live data.
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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