Status questions, returns, orders by email and supplier invoices arrive every day in the same form. An agent looks things up in your shop and ERP and handles the recurring work.
This work comes back every week, and nobody was hired for any of it.
- 01
Status questions
A large share of the inbox asks where an order is right now.
- 02
Returns
Returns arrive without an order number or reason and have to be followed up.
- 03
Orders by email
Business customers order by email or PDF, and the line items get retyped.
- 04
Suppliers
Invoices, delivery notes and delivery delays are matched by hand.
The question about the parcel comes every day. From now on, your answer takes seconds.
Each of them can be started on its own. Critical steps go to a person for approval.
- 01
Answering status enquiries
Order and shipment are looked up, and the reply includes the tracking link.
- 02
Logging returns
Order number, item and reason are recognised or requested, and the return is created.
- 03
Creating orders from emails
Line items from emails and PDFs are created as an order in your shop or ERP, for review.
- 04
Matching delivery notes
Goods receipt, delivery note and invoice are compared, and deviations are reported.
- 05
Reporting delivery delays
Late deliveries are recognised, and affected customers are informed if you wish.
- 06
Preparing product texts
Drafts for product texts in your tone are created from manufacturer data.
This is how an agent works on a typical case. An example of the approach, not a reference.
Input
A customer asks about the status of her order
Result
Answered, or forwarded with a draft
- 1
Recognise
Topic, customer and case are recognised, even without an order number.
- 2
Look up
Status is retrieved from the ERP and the shipping provider.
- 3
Reply
Reply in your tone, with tracking link and next step.
EscalateHuman decides
Complaints or special cases go straight to your team.
In addition to the data processing agreement, processing in Frankfurt and full logging, the following applies in this industry.
- 01
Payment data stays with the payment provider
The agent needs no card or account details. It sees the payment status, not the payment data.
- 02
Only the customer data needed
For a status reply, order and shipment are enough. Nothing more is requested.
- 03
Processing in Frankfurt
Customer data is processed in German data centres, with a data processing agreement under Art. 28 GDPR.
Typical systems in this area. We check others in the initial call.
- Shopify
- WooCommerce
- Odoo
- Stripe
- Gmail
- Outlook
- Slack
Starter
One core process, properly automated
In retail, the customer service inbox connected to the shop is usually the process with the highest volume.
If returns, orders and purchasing are to be added, the Scale package fits.
- One central process, such as incoming invoices or enquiries
- Connection to one existing system
- Maintenance, fine-tuning and server costs included
Does it work with Shopify or WooCommerce?
Yes, we connect both. For other shop systems we check the interface in the initial call.
What about peaks such as the Christmas season?
An agent works the same at high volume as on quiet days. Special cases still go to your team, who can then concentrate on them.
May the agent trigger refunds?
Only if you want it to, and up to a threshold you set. Anything above that goes to a person for approval.
In the initial call we look at one concrete process and tell you honestly whether and how it can be automated. 30 minutes, free of charge, by video, in English or German.