Category · E-commerce
Connect your webshop and OMS to customer service
Cuego connects to your order management system and webshop, looks up the order and gives the customer an answer right away. Shopify webshops included.
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.
"Where's my package?", "Can I exchange this?", "Has my order shipped yet?" For a webshop these are the most common questions, and they all hang on the same data: the order, the shipment and the return. That data lives across your order management system, your webshop and your carrier, not in your helpdesk. A traditional helpdesk only logs the question and then sends your team off to search.
Cuego does the opposite. It understands what the question is about, looks up the order live in your connected systems and acts on it: it shares the current track & trace, starts a return or sends a replacement order, right inside the chat or email. Anything it isn't allowed to finish on its own, it prepares with full context for your team, who only need to approve.
The situation
Why you keep switching between shop and inbox
Your team spends the day switching between the helpdesk, the webshop admin and the carrier's track & trace portal just to answer one simple "where's my package?"
Returns and exchange requests pile up because someone first has to find the order, check the policy and create the label.
Customers get outdated or wrong status info, because the answer comes from yesterday's email instead of the live order data.
What comes with it
Connects to the systems you already use
Cuego plugs into your webshop, order management system and logistics providers, so every answer is based on live data instead of a guess.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Webshops & OMS
Shopify, Lightspeed, Magento 2, WooCommerce, Picqer
Logistics & shipping
PostNL, DHL, DPD, SendCloud
How it works in practice
With that context in place, this is what the next step looks like.
Finds the right order
Cuego recognises which order is meant (via order number, email address or simply from "my shoes from last week") and pulls up the right order.
Performs the action live
It queries your webshop, OMS and carrier live and performs actions: share status, start a return, change an address or prepare a replacement.
Wraps it up or puts it to you
The customer has a complete answer, or your team gets it ready to approve. No loose ends, no manual searching.
What Cuego can do for your webshop
Live order status
Looks up the order in your OMS or webshop and shares the current status: paid, processing, shipped or delivered.
Track & trace in the reply
Reads the shipment status from the order and drops the track & trace link straight into the chat or email.
Start a return
Checks the returns policy, prepares the return request and sends the customer the instructions, within your rules.
Exchange and replace
Prepares an exchange or replacement order for a wrong size or damaged item, ready to approve or fully automatic.
Address and order changes
Changes a delivery address or adjusts a not-yet-shipped order, as long as the webshop allows it.
Product advice with stock
Answers questions about products, sizes and availability based on your live catalogue and stock.
From context to result
What it delivers
What bringing context and action together means in practice.
Cuego looks into your webshop and your order system, not a copy of them. The status the customer sees in the chat is the status that's there at that moment, with the tracking link attached.
A return or address change is prepared as a task; an agent approves it.
Reads your OMS, not a copy
the status in the chat is the status right now
Tracking link included
the customer doesn't have to go looking
Return as a task
an agent approves the request
FAQ
Frequently asked questions
Yes. Shopify is one of the supported webshops and order management systems, alongside Lightspeed, Magento 2, WooCommerce and Picqer. Cuego connects to your webshop and uses the live order and customer data in every answer.
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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