Customer service
The agent answers customers on your website, on WhatsApp, by email and on Instagram, before and after they buy. It uses your catalogue, delivery times and store policies, and it is set up by a ShopGuru engineer.
Book a callThe agent handles the questions that come up every day, using your store's data. Anything outside the rules goes to your team.
The customer says what they're looking for and the agent recommends from your store's range, and explains why. When the customer says yes, the product goes into the basket.
It takes into account the carrier, the cut-off time and public holidays, for mainland Portugal, the Azores and Madeira, or Spain.
It gives the discount your store has authorised on a basket. Anything above that, it asks for approval.
It looks up the order in your store and with the carrier, and replies with its real status.
It corrects the address while the order is still in the warehouse and prepares the invoice with the company's tax number (NIF).
It opens the return within the return period, sends the label and asks for photos when there's a fault.
Including the rules with exceptions: if your store only ships to the Azores and Madeira on Thursdays, the agent factors that in before promising a day.
Notes on the reply Example · Sapataria Ribeira
In the ShopGuru app, your team can see where each part of the reply came from.
When a person is needed
When the answer isn't in what your store has given it, the agent tells the customer it will check and when it will get back to them. It doesn't make up delivery times or policies.
Who the customer is, what they want, what's already been done and what the agent suggests. Your team decides without reading the conversation from the start, and can take over any conversation midway.
Mrs Teresa asked at 23:07 whether the parcel could be left at the pharmacy next door. Marta replied at 9:41. Since then, that question has an answer.
For each type of action, your store chooses one of three levels. A limit in euros or as a percentage marks where “does it alone” ends.
On day one, every action that changes something asks for approval. Your team moves them to “does it alone” one by one, and each change is logged with the name of who made it and when.
Example · the levels and limits are set by your storeFrom customer service to operations
In September, 17 customers asked whether an orthopaedic insole fits in the Sapato Ria. On the operations side, the agent proposed adding the answer to the product page. The proposal is waiting for Sónia, who looks after the catalogue.
See operationsA chatbot follows a script. The agent answers using your store's catalogue, delivery times and policies, takes actions such as opening a return, and hands the conversation to your team when something falls outside the rules. It is set up and looked after by a ShopGuru engineer.
It can happen, and there are two ways to catch it. Your team corrects the reply in the app, or tells us. On our side, we test the replies every week and, when one fails, we propose the fix to your team.
The agent replies from your store's number, on WhatsApp Business. In the Diagnostic we tell you whether the number can also stay in the app on your phone and how long the switch takes. Nothing changes on the number without your store knowing first.
It works with the platform you already use: Shopify, WooCommerce, PrestaShop and others. Your store's theme doesn't change. We confirm the integration with your platform, carriers, invoicing and WhatsApp in the Diagnostic.
Implementation takes 3 to 4 weeks, and the first process is up and running by the end of the first week. We open one channel at a time, after testing with real questions. These timelines are indicative.
There are two ways in. If you're still working out whether the agent is right for your store, start with a call. If you already know what you want to hand over to it, go ahead with the Diagnostic.
Call
to get started
Diagnostic
if you're ready to go ahead
€490+ VAT · one-off payment
Buy the DiagnosticDeducted from the Implementation if you go ahead within 60 days of the plan. If you don't, the plan is yours to keep.
