A Neople is the digital colleague of your customer service. It looks up the order, creates the return and changes the address before shipping. Directly in your online shop and helpdesk, in your brand’s tone of voice. We build, you approve, and our specialists always keep an eye on things.
Most of your tickets ask for information that’s already in your system.
The volume doubles, your team doesn’t. The backlog runs on into January.
Helpdesk, online shop, carrier and payment provider. Every return means clicking around.
Your Neople looks up the order, carries out the action in your shop and closes the ticket. Your team has time left for the customer who really needs help.
Good morning. Last week: 1,284 tickets, 78% handled on my own. Where-is-my-order questions were the biggest group.
I don’t have the terms for the Black Friday promotion yet. Can someone send them?
Thanks. Read it. I’ll use these to answer promotion questions from now on.
Good morning. Last week: 1,284 tickets, 78% handled on my own. Where-is-my-order questions were the biggest group.
I don’t have the terms for the Black Friday promotion yet. Can someone send them?
Thanks. Read it. I’ll use these to answer promotion questions from now on.
Sophie · email
My order arrived in a dented box and the mug is broken. What now?
Emma (Neople) · internal note
Order #20931 found, PostNL reports delivered. Do we send a new mug or refund? Ticket parked. @Anna, can you take a look?
Anna · internal note
Send a new mug. The customer doesn't need to send anything back.
Emma (Neople) · internal note
Thanks. Replacement order created and customer informed. I'll remember this for transport damage.
Sophie · email
My order arrived in a dented box and the mug is broken. What now?
Emma (Neople) · internal note
Order #20931 found, PostNL reports delivered. Do we send a new mug or refund? Ticket parked. @Anna, can you take a look?
Anna · internal note
Send a new mug. The customer doesn't need to send anything back.
Emma (Neople) · internal note
Thanks. Replacement order created and customer informed. I'll remember this for transport damage.
Sophie · email
My order arrived in a dented box and the mug is broken. What now?
Emma (Neople) · internal note
Order #20931 found, PostNL reports delivered. Do we send a new mug or refund? Ticket parked. @Anna, can you take a look?
Anna · internal note
Send a new mug. The customer doesn't need to send anything back.
Emma (Neople) · internal note
Thanks. Replacement order created and customer informed. I'll remember this for transport damage.
Status and tracking live from your shop and carrier. Delayed? Then your Neople says so honestly, with a new expected date.
Return period and conditions checked, return created and the label straight in the email.
Return received, money not back yet? Your Neople checks the status with the payment provider and starts the refund.
Not shipped yet? Then your Neople changes the address, size or colour directly in your shop.
Reviewing the photo and order number, then preparing a replacement shipment or credit.
Code not working, charged twice or a Klarna question. Explained, and resolved right away where allowed.
An angry regular customer, a chargeback or a complaint on social. Your Neople hands it over, with all the context.
Your Neople looks up the order, creates the return label and changes the address. Directly in the systems your team already uses. Is your system not listed? Then we build the integration via API.
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KlarnaPayments
Invicta sells watches all over the world, in other languages and time zones. Neople Hans is connected to the contact centre and the order management system, and was live within a few hours. When the team starts in the morning, answers are ready for 80 to 100 questions.
“Colleagues who have never seen a watch in person now answer as if they’ve been in the trade for years.”
We provide a DPA, sub-processor list and security documentation and help with your AI Act assessment. That way you get through the security review together with us.
We take your team along step by step. You provide the knowledge and approve, we do the building.
We look at your contacts by topic and together choose the questions with the most volume and the least risk.
Knowledge base, terms and conditions, CRM and helpdesk. If an integration is missing, we build it via API.
Your team checks every answer and every action, for content and tone of voice. Nothing goes live without approval.
Often the question with the most volume. Neople prepares, your agent approves.
Monthly optimisation with your dedicated specialist. Topic by topic towards full automation.
Automated where it can be, human where it counts, and managed from start to finish.
