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evoliq

evoliq for e-commerce

What does your team need for a good answer?

To give a useful answer, customer service often needs details about the product, order and previous exchanges. evoliq brings this information together with the enquiry. Your team can clarify the question, develop a reply and continue handling it with the warehouse or other colleagues.

Order #10482 / Variant change

“I ordered size M. Can I get size L instead?”

Customer enquiryExample data

Draft for customer service

Thank you for your message. Size L is available. A shipping label has already been created for your order. We are checking with our warehouse whether we can still change the variant and will then get back to you.

Working with the e-commerce module

Can the order still be changed?

A customer wants a different size from the one ordered. Is it available? And can the warehouse still change the parcel? This example shows how evoliq brings the necessary information together, prepares an initial reply and records the open question for the warehouse.

  • Shop
  • Inventory management
  • Helpdesk

  1. Understand the enquiry

    What do we know about the requested change?

    evoliq connects the message to the ordered variant, available stock and shipping status. Before making a promise, your team needs to know whether the other size is available and whether the order can still be changed.

    • Message
    • Order
    • Product

    The requested size is available. The warehouse must check whether the parcel can still be changed. Both facts stay with the same enquiry.

    Order #10482 / Variant change

    Example data

    Customer enquiry

    Can I still get the other size?

    “I ordered size M. Can I get size L instead?”
    Ordered
    Product A · Size M Order #10482
    Requested
    Size L · 6 available Shop stock · Example snapshot 10:42
    Shipping
    Label created Handover to carrier pending

    Confirmation from the warehouse is still needed before making a promise: is the parcel still accessible and can the item be changed? A shipping label alone does not answer this.

  2. Prepare a reply

    An initial reply is already possible.

    Your team can already tell the customer that the requested size is available and that the change is being checked with the warehouse. evoliq prepares a draft reply. You can check the sources, adapt the text and send the reply.

    • Draft
    • Sources
    • Review

    The draft uses the known details and explains the next step. The variant change is only promised once the warehouse has responded.

    Order #10482 / Variant change

    Example data

    Draft reply · Not yet sent

    The customer learns what is already clear.

    Draft for customer service

    Thank you for your message. Size L is available. A shipping label has already been created for your order. We are checking with our warehouse whether we can still change the variant and will then get back to you.

    In this example, the six available units have not yet been reserved for this order.

  3. Continue handling the case

    The warehouse knows what it still needs to check.

    A task is prepared for the warehouse. It contains the customer's request, the details already clarified and the outstanding check. The person responsible can build on the work done so far.

    • Task
    • Responsibility
    • Work status

    The task records who should check what and which details are already available. Changes to orders or stock follow the agreed workflow.

    Order #10482 / Variant change

    Example data

    Prepared task · Not yet handed over

    Check variant change before shipping.

    Current status

    Product A should be changed from size M to size L. Size L is available. The shipping label has already been created; the warehouse response is still missing.

    Responsible
    Warehouse / Shipping
    To check
    Is the parcel still accessible and can the item be changed?
    Then
    Inform customer service and complete the reply.

What this example shows

The order, items and stock figures are fictional. The example shows prepared results; it sends no messages and changes no orders. We define the steps and access supported by your module based on your tasks and connected systems.

Further applications

Which other tasks can this knowledge help with?

Product knowledge, orders and service cases also matter for other tasks in retail. The following examples show possible extensions to the e-commerce module. We clarify which fit your company based on your tasks, data and connected systems.

01 · Shipping

Check orders with no shipping progress

Which order is stuck in shipping? evoliq considers open orders, shipping events and customer questions together. Your team can check which case needs attention.

What you can work with next

A list shows the last known status, the person responsible and the next check.

A concrete example

Paid, but no shipping progress for three days.

The case contains the delivery promise, last shipping event and previous exchange. Your team sees which update is missing and can investigate the cause.

02 · Complaints

Prepare the next reply to a complaint

To handle a complaint, your team needs the message, the affected order item and sometimes photos. evoliq brings these details together, helps request missing information and prepares next steps according to your service rules.

What you can work with next

A prepared case with available details, necessary follow-up questions and a suggested course of action.

A concrete example

“The item arrived damaged.”

evoliq assigns the complaint to the order item and brings photos and other details together. This can produce a replacement or refund suggestion for your team to review. The suggestion does not trigger a payment.

03 · Product knowledge

Complete product details

Recurring customer questions may indicate that a product description is incomplete. evoliq compares shop data and supplier documents with these questions. This reveals which details are missing or unclear for a variant.

What you can work with next

A checklist for each item shows which additions can be supported by existing sources.

A concrete example

The measurement is in the data sheet, but absent from the shop.

evoliq compares data sheet and shop details and prepares an addition with its source. If a feature lacks reliable information, that point remains open for clarification.

04 · Product advice

Help customers choose products

Customers describe what they need in their own words. evoliq compares these requirements with the features of your products and variants. The key differences can be explained and open questions clarified.

What you can work with next

A selection with understandable reasons, differences between variants and targeted follow-up questions.

A concrete example

“Which item fits my measurements?”

The available measurements form the basis for selection. If a crucial measurement is missing, evoliq asks for it before suggesting a suitable variant.

05 · Product range

Identify recurring problems

Are questions or returns increasing for a particular item? evoliq examines recorded cases by product and variant. Your team can identify which topics deserve a closer look in product information, purchasing or service.

What you can work with next

Evidence of unusual patterns shows where a closer review in product information, purchasing or service is worthwhile.

A concrete example

One variant is returned unusually often.

To understand the returns, recorded reasons are analysed relative to orders and the period considered. What customers reported remains distinct from causes that are still suspected.

06 · Advertising

Align advertising with available products

Does advertising still match the products available? evoliq compares advertised items with variants, stock and your commercial requirements. The results help your team prepare possible campaign adjustments.

What you can work with next

A checklist shows possible adjustments and the details they are based on.

A concrete example

The advertised item is unavailable in key variants.

The comparison shows which advertised variants are missing. Your team can prepare alternatives. Budget or campaign changes require separate approval.

Core and the e-commerce module

Work continues from where it stands.

When the warehouse takes over, it needs the customer's request and what service has already clarified. That is why the customer question, draft reply and task remain connected to the same order. The next person can build on this work.

  • Shop
  • Inventory management
  • Helpdesk

evoliq Core · Shared context

Order #10482

  • Product
  • Sources
  • Work status

E-commerce module

Products, variants, orders and service cases

  • Chat
  • Draft replies
  • Tasks

So AI can understand the enquiry in its industry context.

Which variant was ordered, and which service case does the message belong to? The e-commerce module models retail terminology, relationships and workflows. Applications can consider this information for each task.

So your team can continue handling the case together.

Core connects sources to the case and records shared work status. Authorised colleagues see what has already been clarified and which step remains open. They can continue handling it without collecting the previous exchange again.

Understand Core

Experience from our own retail business

We know the work behind the shop.

With 8trees, we work in retail ourselves. Product questions in customer service and coordination with warehouse and shipping are part of our everyday work. This experience informs evoliq. Existing information needs to help with the specific customer question and remain usable when a colleague takes over.

Your e-commerce business

Which customer question keeps costing your team time?

Let us look at a customer enquiry that recurs in your everyday work. Together, we can clarify which information your team needs and which steps evoliq can support in handling it.

Get to know the e-commerce module