Becky—your AI chatbot
Instantly solve simple customer requests like “Where’s my order?”—saving significant time and money.
Ecommerce businesses are inundated with thousands of similar requests each month:
“Hi, where’s my order?”
“Hey, can you confirm what time my delivery will arrive?”
“Hi there, can you tell me the tracking code for my package?”
It’s easy to answer a question like this, but finding the right info means logging in to various systems, collecting key data, then typing a response with everything included—time that soon adds up.
That’s why our solution is proving popular with ecommerce companies around the world. It lets you answer a “Where is my order?” message instantly, accurately, and automatically.
Would this solution work for your store?
If you’re running an ecommerce customer service desk—then yes. If you’re frustrated by duplicate requests, misdirected inquiries, and constant pressure on your agents’ time —then yes. If you want to provide a better customer experience without having to recruit extra staff—then yes, this is for you.
- You can resolve most simple order inquiries without manually reviewing the ticket.
- You can get customers the information they need on-demand and 24/7.
- You can increase the productivity of your agents while reducing repetitive tasks.
- You can reduce spending while improving customer satisfaction.
Becky automates the four stages of dealing with simple requests:
- Understanding the inbound message and the information needed.
- Linking the ticket to the correct customer account and retrieving details.
- Sourcing the requested data from your ecommerce or shipping platform.
- Creating and sending a response to the customer—within seconds, 24/7.
Here’s how Becky compares to a human agent:
|Pricing Model||Fixed price||Salaried||Hourly||Hourly|
|Go-live time||7 days max||Months||Months||8 weeks|
|Project management||Dedicated PM||Usually no||Extra cost||Shared access|
|Staff onboarding||Included||Self taught||Extra cost||Extra cost|
|Free phone support||Yes||No||No||No|
Advanced Chatbot platform with pre-made conversation scripts so you can go live quickly.
For ecommerce websites: Direct store integration, so you can see all the customer's orders.
Creating agent user accounts on the Zendesk platform.
Assigning agents to groups, so each ticket will go to the right place
Connecting your email channel, and providing video tutorials for the WhatsApp, Facebook, Instagram, SMS and Phone channels.
Activating CSAT and creating automated workflows to improve response rates.
Setting up the SLA, so you can know when a ticket needs to get a response
Setting up business hours so customers can know when you're available to respond
Help with email settings, so outgoing emails will be delivered successfully
Designing your email template to make it stand out to customers.
Setting up 10 automated workflows that will make your use of the platform much more efficient
Setting up custom views, so agents won't miss tickets.
Guidance on connecting your CRM to Zendesk
Setting up categories for reporting on ticket subjects, so you can know why customers are contacting you
Creating a report to measure ticket subjects
Guidance on how to create pre-made answers for the agents, so they don't have to write the same answers from scratch every time.
Video tutorial on how to create Knowledge Base articles, so both agents and customers can quickly find answers
Video training for your agents, to make sure they are familiar with the platform and know how to operate it
Video training for your admins on how to create automated workflows in Zendesk
Reports training for your admins to make sure you know how to use Zendesk reporting platform
Bonus: One month support after the setup process, to make sure your launch goes smoothly.
Everything that's included in the Express package
Connecting your SMS, Chat and Phone channels
Creating workflows for assigning tickets automatically to different groups
Opening your help center and creating content categories
Creating sub-status options for Zendesk's main status field.
Creating separate brands to help you report on the performance of different departments
Activating and configuring Answer Bot with email and web forms
Help setting up your help center on your domain
Creating a customized contact form in your website and mobile app
IVR redirection from Phone to WhatsApp
Enterprise Set Up
Everything included in Express Plus
Building complex automation workflows
Building your CRM integration
Setting up chatbots on all channels
Creating reports to measure your service performance
Special customization tasks
What Our Clients Say
Why work with Adelante - and Becky?
- You’ll be able to identify “Where is my order?” style questions automatically.
- You’ll be able to automate logging them in your ticketing system or CRM.
- You’ll be able to automatically retrieve the required data from your ecommerce or shipping platforms.
- You’ll be able to generate a personalized response with all the info your customer needs.
And you’ll be able to do all of this within seconds of the request coming in, without the need for an agent to be involved—24/7!
Meet Our Team
Head Of Sales
No, you only pay per resolution for tickets solved. What could be fairer than that?
If at any point during the first 30 days you’re unhappy with the service for any reason, let us know and we’ll try to fix it. If you’re still not happy, we’ll refund your payment in full.
Yes, our automations do not depend on specific languages and work regardless of the language used by your agents or customers.
You can use our ROI calculator to calculate your potential savings – we’re sure you’ll be impressed!
We’ve been in business for 3 years now and have many happy customers. Check out our user testimonials and list of clients here: getadelante.com . We’re happy to provide references.
Yes. All paid subscriptions include access to phone, Slack, and email support.
Pretty much – we connect with over 800 providers.
Yes, we are platform-agnostic and can integrate with any ecommerce platform, including Shopify, Magento, Big Commerce, WooCommerce, plus custom-built and home-grown solutions and many others. The actual integration is very simple and for most platforms, you’ll just need to update a few settings.
Our platform operates according to our security policy. Our servers are GDPR, ISO9001, and ISO27001 compliant
Becky isn’t a help desk – she’s much more than that! Becky acts as a virtual SuperAgent resolving different types of customer queries within your current helpdesk, quickly, efficiently, and accurately.
We can integrate with (just about) everything – our most popular integration is with Zendesk.
Our platform comes with pre-built automations for all common ecommerce use cases: order status and shipment updates, cancellations and refunds, exchanges, sending coupon codes, product availability, and store opening hours. We can also build custom automations for you, depending on your actual needs.
Let’s take a look at the order status automation. When a client reaches out through any communication channel (phone, contact form, email, Whatsapp, Facebook, etc) Becky will look for the classification of the request to make sure it’s an order status ticket.
After that, we use the customer’s unique identifiers (such as email address or phone) and possibly the order number to retrieve the order status from your ecommerce platform, such as Shopify, Magento, WooCommerce, or your custom solution.
We then retrieve the tracking information and use our connection to a global network of 800+ shipping providers to connect with your shipping provider.
Once all the data has been retrieved, we craft a personalized response to the customer and reply to him through your Zendesk platform.
Yes, Becky is able to fully resolve all the transactional problems customers submit (in record time!) enabling your human agents to focus on more complex customer queries and provide a more personalized experience.
This is actually very common. In this case, we retrieve the recent orders that haven’t been delivered and notify the customer of the status of all the orders that are currently processing or in delivery.
Our tracking works for 800+ couriers, to all destinations. So there’s a high chance yours is included. We support USPS, FedEx, UPS, DHL and many more shipping carriers internationally.
Yes, our data is fetched directly from the carrier website, so it’s 100% identical to what you will see on the carrier’s tracking page. We show your customers the most timely and relevant tracking information to give them peace of mind and clear directions for smooth delivery.
Yes, you can customize the branding on the tracking pages to drive more engagement with your website during the post-purchase phase. You can add your brand logo, product banners, and special offers.
Normally if a customer purchases through your store they are sent to the carrier’s order tracking page. These pages are full of marketing on behalf of the carrier including their branding, their logo, and their links.
At the end of the day, it’s their web page that your customer is opening over and over again to see where their product is at. When you are relying on your eCommerce platform, carrier, or fulfillment software to keep your customers in the know – you are leaving money on the table by missing the opportunity to build brand loyalty, cross-sell and/or up-sell products and services, and spending more money on support and other post-sale expenses.
No, the duplicate ticket is solved and all the information is conserved. The master ticket gets a copy of the information, so the agent can always see what the customer contacted you for originally.
For phone, chat, and messaging interactions, we combine older interactions into the newest ticket, allowing the agent to keep responding to the customer seamlessly and also review all past tickets, to assess if they require additional help.
Most customers prefer getting answers as quickly as possible whenever it’s convenient to them. According to Harvard Business Review, “84% of customers would prefer a straightforward solution to their problem”.
A customer should not have to wait in a long queue to get a simple answer on when they will receive a delivery, and likewise, an agent should not have to spend their time giving order status reports 20 times a day.
This is how both sides win:
1. The customer has a better experience and a better user experience means they’re more likely to return as a customer and more likely to make a purchase or keep using a service.
2. Support volume goes down, which unlocks efficiencies in your support team and drives more high-value interactions.
3. Agent attrition can decrease as the job becomes less repetitive and more valuable.
The higher the frequency of these simple interactions the more instant impact automation can have.
It’s more than a chatbot. A chatbot usually just automates the customer-facing side of the interaction. Our platform provides an automated response, which is in a sense what a chatbot does. However, there are several major differences between a chatbot and our virtual agent:
A chatbot usually works on messaging and chat platforms, and as a result, can receive fragmented pieces of information. Our solutions work to make sure we have the right classification before responding to a customer- otherwise, we hand the ticket off to an agent, so your customers never get a bad experience.
We rely on chatbots in some cases to provide the user interface (for example, in Facebook Messenger), but our automations run behind the scenes and use the chatbot to display the information acquired from your ecommerce platform.
Yes- we use a chatbot when necessary to make the information accessible to the customer, but if you already have one we can easily interface with that chatbot as well.
Meet Our Team
Our Team Member
Head Of Sales