E-commerce & Retail

Automate order handling, respond to customers faster and manage acquisition for your online store.

Book a consultation Contact
End of the day, facing a pile of paperwork.

For an online store or retailer, AI and automation mainly help reduce manual work around orders, respond to customers faster and understand which marketing actions really drive sales. In Tunisia, several realities shape these topics: a large share of cash-on-delivery payments, order confirmation by phone, returned or refused parcels, and customers writing in French, Arabic or Tunisian dialect.

The approaches below are possible options, to be adapted to your organisation, tools and volumes.

Industry challenges

  • Manual order confirmation

    Each order must be confirmed by phone or message before shipping, which takes time and leads to missed orders.

  • Refused or uncollected parcels

    Unconfirmed or poorly qualified orders increase returns and wasted delivery costs.

  • Customer messages across channels

    Messenger, Instagram, WhatsApp, email and phone: the same questions keep coming, in several languages.

  • Out-of-sync stock and catalogues

    The store, social channels and stock file are never updated at the same time.

  • Unclear campaign profitability

    Ad platforms count sales without accounting for returns and refusals.

Suitable solutions

  • Order processing workflows

    Automatic confirmation tasks, status updates and handover to the delivery company.

    See the service

  • Customer reply assistant

    Suggested answers to common questions (delivery times, sizes, shipping), reviewed or sent according to defined rules.

    See the service

  • Acquisition and product pages

    Product page SEO, catalogue campaigns and checkout optimisation.

    See the service

  • Profitability dashboard

    Sales net of returns and refusals, by channel, product and payment method.

    See the service

  • Follow-up and retention

    Abandoned carts, post-purchase messages and segmented repeat-purchase campaigns.

    See the service

Possible workflows

From order to shipment

  1. New order received in the store
  2. Automatic checks (phone number, address, duplicates)
  3. Confirmation task created or confirmation message sent
  4. Status updated based on the customer's reply
  5. Confirmed orders sent to the delivery company
  6. Delivery status tracked, with an alert on returns

Multichannel customer questions

  1. Message received on a connected channel
  2. Language and topic detected
  3. Reply suggested from the knowledge base
  4. Agent approval, or automatic sending for approved topics
  5. Complaints handed over to a person

Abandoned cart follow-up

  1. Abandoned cart detected for a consenting contact
  2. Wait for a defined delay
  3. Personalised reminder sent
  4. Sequence stops on purchase or unsubscribe

KPIs to track

Order confirmation rateShows how well the confirmation process works and helps anticipate shipping volumes.
Refusal or return rateA key profitability metric when cash on delivery is common.
First response timeDirectly affects conversion for prospects who ask a question before buying.
Acquisition cost per delivered orderMore reliable than cost per order placed, as it accounts for orders that fall through.
Repeat purchase rateShows whether retention offsets acquisition costs.

Prerequisites and limits

  • A store or order management tool that supports export or API access.
  • Clear rules on which messages can be automated and which require a person.
  • Customer contacts collected with consent for marketing follow-ups.

Some local delivery companies and platforms offer no API; intermediate options (file imports, assisted entry) are then considered.

Let’s look atyour case

Automate order handling, respond to customers faster and manage acquisition for your online store.

Book a consultation