E-commerce
Most online shops are run by a handful of people who do customer service on the side. My-Chatify takes the questions that come in every single day and passes the rest to you.
Shopware shop for running shoes, Wednesday 21:15
It's the Monday after Black Friday, quarter to seven in the morning. Overnight the inbox has filled up. Most messages are some version of ‘where's my parcel?’, a few ask how returns work, and one person wants to know if you ship to Switzerland.
In a small shop, the person packing boxes in the morning is often the one answering these in the afternoon. That works in July. It stops working in peak season, and the messages that get buried first tend to be the ones from people who were about to buy.
If we're honest, most shop questions are variations on the same handful. Where's my order, how do I send this back, does it come in navy. Nobody needs to be awake at 11pm to answer those.
The bot doesn't slow down when lots of people are typing at once. It answers the routine questions straight away, and your team's inbox only shows the conversations that actually need a person.
If you move your last order date before Christmas, update the shipping page. With auto-recrawl switched on, the bot re-reads it on the schedule you've chosen and picks up the new date.
Returns questions eat time simply because there are so many of them. How long have I got, who pays postage, where's the return label. If your returns policy covers it, the bot answers in a couple of sentences and links to the right page.
It won't decide whether a particular return is accepted. Damaged goods and complaints go to your team, along with the order number and the conversation so far.
On Shopware or Shopify, the bot is connected to your catalogue. It searches products live, filters by size, colour or price, and shows results as product cards with an image, price and buy button. With Shopware it also knows variants and stock levels in real time.
Looking up an order by its number currently works for Shopware shops only. If you're on Shopify, WordPress or a custom build, the bot answers shipping and returns questions from your shop pages and passes questions about individual orders to your team.
Wilesco connected the bot to its Shopware catalogue. It looks up order status itself and hands the unusual cases to the team. Across 1,240 conversations a week, follow-up questions about order status have dropped by 82%.
No coding, no IT project. Live in under 3 minutes.
Connect Shopware or Shopify, then add your shipping page, returns policy and size charts as a link, PDF or text.
Ask the questions you normally get by email. Where an answer is off, add a Q&A pair.
One script tag in your theme. You're typically live in under 3 minutes.
Answers to the questions we hear most often about this topic.
No. On Shopware it can check order status, and it answers questions. Changes to an order are done by your team; the bot hands over the conversation with all the details.
Each conversation is handled on its own, so there's no queue like on the phone. Your team only gets the cases the bot can't resolve, or where someone asks for a person.
Yes. The bot searches your Shopify catalogue and shows products as cards with image, price and buy button. The one thing that's Shopware-only for now is looking up order status by order number.
It replies in whatever language the customer writes in. The widget itself comes in six languages: German, English, French, Spanish, Italian and Dutch.
No. Neither we nor the AI providers train on your data or your conversations. Everything is hosted in Germany/the EU, and we'll sign a DPA with you.
Try it free with your own shipping and returns pages, or give our team in Dortmund a call.