Customer Service Chatbot for Online Shops
Customers ask about products, want to know their order status, or get in touch about returns and complaints — often outside business hours. This ties up capacity in your support team. Zentor App takes over this process: receiving the inquiry, retrieving relevant data, checking availability or status, capturing return or complaint cases, and, depending on configuration, triggering a follow-up action — with handover to an employee when personal contact is needed.
Three Phases Where a Shop Chatbot Helps
Product Advice Before Purchase
Customers compare products, ask about specifications, compatibility, or sizes. The chatbot delivers precise answers from the knowledge base — without waiting for the next available support agent.
Follow-up Questions During the Purchase
Shipping costs, payment options, delivery times, return conditions — these questions often arise exactly when the customer is about to buy. Fast answers reduce cart abandonment.
Support After the Purchase
Delivery status, return process, complaint procedure, warranty questions — everything that comes up after an order can be automatically explained and captured in a structured way by the chatbot.
Knowledge Base as a Product Foundation
Store product descriptions, data sheets, guides, and FAQs in the Zentor App knowledge base. The chatbot draws on this and delivers context-based answers.
Handover for Complex Inquiries
When an inquiry needs to be handled individually — e.g., bulk orders, complaints, or special technical questions — the chatbot hands off the conversation, including the chat history, to your support team.
Omnichannel: six equally-ranked channels
Customers contact you through different channels. Zentor App bundles webchat, WhatsApp, email, Telegram, SMS, and telephony via the Zentor SIP-Voicebot in one inbox — no channel switching for your team.
Knowledge Base: Making Product Knowledge Usable for the Chatbot
The Zentor App knowledge base takes in product descriptions, data sheets, shipping policies, return conditions, and FAQ documents. Supported formats: PDF, Word, text entry, and website import. The Starter plan includes 1,000 MB of storage (expandable on request); the Individual package additionally provides vector RAG for semantic search across extensive product catalogs.
Handover: Seamlessly Handing Off to the Support Team
Not every inquiry can be automated. Complaints, bulk orders, individual pricing requests, or special technical questions require human judgment. The Zentor App handover function passes the conversation to your support team — with the full conversation history, so no information is lost.
The chatbot recognizes that an employee is needed — either automatically or at the customer's request.
The conversation is handed off to the Zentor App inbox with the full conversation history.
The employee sees all previous messages and can continue directly without follow-up questions.
Frequently Asked Questions
Can Zentor App help with product advice in an online shop?+
Yes. With a well-maintained knowledge base, Zentor App can retrieve product information, comparisons, technical data, and usage instructions and answer the customer precisely. The more complete the knowledge base, the more helpful the advice.
Can Zentor App automatically check and communicate order status?+
Depending on the connection to your shop or shipping system, Zentor App can automatically retrieve order status and availability and inform the customer. If no such connection exists, Zentor App captures the inquiry in a structured way and hands it off to your team.
How does Zentor App support returns or complaints?+
Zentor App explains the return process, provides contact details and deadlines, and captures the necessary information — order number, customer data, reason — in a structured way. Depending on connected systems, this can automatically create a case or notify your team. For more complex cases, Zentor App hands the conversation off to an employee via handover.
Can Zentor App be connected to my shop system?+
Zentor App can communicate with external systems via n8n workflows and API connections — including shop platforms, inventory management systems, or CRM solutions. Depending on the system architecture, this allows order status or stock levels to be retrieved directly and reported back to the customer.
When does a handover to an employee make sense?+
Handover is an escalation level for cases that require human judgment — not the automatic end of every process. For an individual inquiry that goes beyond the knowledge base — e.g., a bulk order, a complaint, or a technical follow-up question — Zentor App hands the conversation off to an employee who sees the entire conversation history.
How do I populate Zentor App with my product information?+
You upload product descriptions, FAQs, shipping policies, return conditions, and other documents to the Zentor App knowledge base. Uploading works via PDF, Word, CSV, or direct text entry — no programming knowledge required.
Does Zentor App support multiple languages?+
Zentor App supports multilingual conversations. Depending on the AI model configuration, Zentor App can respond in the customer's language — provided the knowledge base contains corresponding content or the model is configured to be multilingual.
What benefit does Zentor App offer my support team?+
Zentor App answers standard inquiries around the clock, even outside business hours. This reduces the number of inquiries that need to be handled manually and shortens response times for common topics such as order status and returns. Your team can focus more on more complex matters.
How do I best get started and how do I measure success?+
Most shops start small — with webchat and a well-maintained knowledge base on shipping and return conditions — and then expand with additional channels or n8n workflows for system connections and follow-up actions. Reports on automatically answered inquiries, handover rate, and response time show where an expansion pays off.
Does Zentor App make sense for smaller online shops too?+
Yes. Smaller online shops without their own support department in particular benefit from Zentor App, which automatically answers common questions and captures inquiries in a structured way. This relieves the shop owner of repetitive support inquiries and enables faster response times.
Set Up Zentor App for Your Online Shop
Populate the knowledge base, activate the chatbot, connect channels — ready to use in a short time. No technical prior knowledge, no agency project.