Recover abandoned carts,answer questions, update customers
QotBot handles cart recovery by SMS, answers product and order questions, sends shipping updates, and routes returns and exchanges — so your support team handles exceptions, not repetition.
Pain points
Where ecommerce communication breaks
1Abandoned carts go unaddressed
Most abandoned carts get a single email. SMS recovery with relevant answers reaches customers at the moment they left.
2Order and shipping questions flood support
"Where is my order?" is the most common ecommerce support question — and it doesn't need a human to answer.
3Return and exchange requests go to email
Customers who need a return or exchange often wait days for an email response, leading to chargebacks and bad reviews.
4Product questions before purchase go unanswered
A customer with a question about size, compatibility, or shipping who can't get a quick answer buys elsewhere.
Automation
QotBot workflows for ecommerce
Proactive
Answer before they ask.
Recover before they leave.
Abandoned cart recovery
- TriggerCart abandoned for 30–60 minutes with consented phone number
- ChannelOutbound SMS
- ActionRecovery message with cart link; offer to answer product questions
- EscalationIf customer has a sizing or compatibility question, QotBot answers from knowledge base
- OutcomeRecovered purchases; product questions answered without support ticket
Order status and shipping update
- TriggerOrder shipped or status changed in fulfillment system
- ChannelOutbound SMS to order phone number
- ActionShipping confirmation with tracking link and expected delivery
- EscalationIf customer replies with a problem (lost, damaged), route to support
- OutcomeCustomer informed proactively; support contacts are exceptions only
Return / exchange request
- TriggerCustomer contacts support about return or exchange
- ChannelInbound SMS or voice
- ActionQotBot provides return policy and return portal link from knowledge base
- EscalationDamaged goods, policy exceptions, or high-value orders route to human
- OutcomeStandard returns self-served; complex cases reach the right team
Coverage
Coverage by scenario
| Scenario | Direction |
|---|---|
| Customer abandons cart | Outbound |
| Customer asks about order status | Inbound |
| Order ships | Outbound |
| Customer requests return | Inbound |
| Complex return or damaged item | Inbound |
Integrations
Connect your commerce stack
Shopify, order management, helpdesk, and CRM — all in one automated flow.
Commerce & Fulfillment
Communication
CRM & Support
Native = built-in connector · Configured = setup required · Custom = API/webhook
Outcomes
What teams observe
Outcomes vary by cart value, messaging timing, and customer consent rate.
Cart recovery
SMS outreach reaches abandoning customers faster than email follow-up
Support deflection
Order status, tracking, and return policy questions self-served without tickets
Customer update coverage
Shipping confirmations reach customers proactively, reducing inbound contacts
