Dutch platform
🛡️ GDPR-compliant
🤝 Retain human control
ISO 27001 certified
ISO 9001 certified
NexReply connects your inbox to your webshop and the systems for customer data, stock, fulfilment and shipping. Every conversation immediately has the right, up-to-date context, bringing customer data, business rules, approved knowledge and AI together in one proven operational platform.
Recurring customer enquiries are handled automatically and under control, while exceptions stay with your team. You spend less time on repetitive support work, and customers receive faster, more consistent help in line with your own agreements.
You benefit from AI straight away, but always within a closed system, using your own rules, knowledge and processes. Without having to build, train, maintain or manage a separate AI agent or technical infrastructure yourself.
CONNECTED TO 30+ PLATFORMS
Shopify
WooCommerce
Magento
Lightspeed
bol.com
Amazon
SendCloud
PostNL
Monta
Zendesk
Kaufland
Picqer
Gmail
Microsoft 365
TrengoCapabilities
Everything needed to automate customer contact in a controlled way and make it visible where questions, complaints and manual work arise.
One shared inbox for webshops, marketplaces and channels, with clear statuses and logging.
Instant insight into the customer profile, order history, delivery, returns and current status, without switching between systems.
A carefully built knowledge base with reliable response templates, instructions and confidence scores.
Decide which question types are handled automatically, require a review first or stay with your team for manual handling.
Let NexReply amend orders, create return labels or resend items wherever the integration supports it.
See why customers get in touch during each period and how every query was handled.
Discover which products, return reasons and processes repeatedly cause questions or complaints.
Measure automation rates, reviews, manual handovers, time saved and performance per rule.
Process
How NexReply processes an email customer query in a fully automated yet 100% secure way.
An email, Bol.com or Amazon message arrives directly.
AI recognises the intent (e.g. 'where is my parcel?').
The system retrieves order data from your webshop or carrier.
Business rules and approved responses are applied.
A natural, error-free draft response is prepared.
Automatic sending or review by a team member.
POSITIONING
Why traditional chatbots and standalone AI co-pilots fail in e-commerce, and how NexReply solves this with an operational platform.
Generic AI capabilityRequires complex prompt engineering and constant fine-tuning
No standard integrations with webshops, WMS or shipping platforms
No built-in business logic or scenario recognition
No structured review or approval process
No logging, audit trail or quality control
Sends messages directly to the customer without human oversight
NexReply InfrastructureExpanded with response templates and knowledge articles approved by you
Retrieves context directly from Shopify, Bol.com, Monta, Sendcloud and more
Scenario recognition, escalation rules and handling logic included as standard
AI only responds within fixed boundaries and authorised actions
Messages below a risk threshold are always checked by an employee first
Every action, decision and response is recorded and traceable
NexReply is not just where customer enquiries arrive and receive a response. The dashboard is the central place for all incoming and outgoing email conversations, the knowledge base, support emails, product questions, reasons for contact, return analyses, statistics and everything else related to customer communication.
From detection to resolution
Automatically detect delivery problems, proactively inform customers and immediately take the right follow-up action. Prevent customer enquiries and resolve problems faster.
Proactive order updates
NexReply recognises backorders, delayed orders and other deviations in your order process. The customer automatically receives a clear, personalised update before they need to get in touch themselves.
Smart reshipping
For a damaged, defective or missing product, NexReply identifies the correct order line, EAN and quantity. Only the relevant item is then reshipped via the connected fulfilment system.
Where is my parcel?
Customer query: 'My order #ORD-4412 was due to arrive yesterday, but I have not received anything yet.'
NexReply recognises the order and retrieves the current status via Sendcloud. The customer immediately receives a clear update with the correct expectations.
Register Return
Customer question: 'I would like to return my product, how does this work?'
NexReply initiates the return process and sends instructions based on the return policy. The customer immediately knows what the next step is.
FROM RESOLUTION TO IMPROVEMENT
After each resolution, NexReply records why the customer contacted you, which product or order was involved, how the conversation was handled and what action was taken. You see not only that an enquiry has been resolved, but also where recurring causes and opportunities for improvement arise.
Track contact reasons, volumes and trends by period and mailbox.
See which SKUs are associated with questions, complaints, returns or replacements.
Measure automatic handling, reviews, manual handling, out-of-scope enquiries and performance per rule.
💬 MULTICHANNEL CUSTOMER COMMUNICATION
NexReply brings important customer communications together in one platform. In addition to email, WhatsApp conversations and chats from the website can also come in. As a result, employees no longer need to switch constantly between separate systems: conversations can be viewed, assigned, answered and followed up from the same environment.
Control & Review
Set your own thresholds for automation. You always retain control over critical customer interactions.
Integrations & Ecosystem
Connect directly to your webshop, marketplace, shipping partner and helpdesk.
All integrations are set up plug and play and go live within minutes.
ShopifyWebshop
WooCommerceWebshop
bol.comMarketplace
AmazonMarketplace
SendCloudShipping
StockitUpInventory management
PicqerFulfilment
ZendeskService platform
PostNLShipping
KauflandMarketplaceResults
How e-commerce teams improve productivity and reduce response times to seconds.
Customer case: FitSleeve NL
"Within 3 weeks, we were handling 70% of our Bol.com queries fully automatically."
Thanks to the direct integration with Picqer and Sendcloud, our support team no longer has to answer repetitive ‘where is my parcel?’ emails.
What others say
"We absolutely did not want a standalone AI chatbot that could damage our reputation. NexReply gave us the exact guardrails and data integrations we were looking for."
average reduction in manual tickets within 30 days
Implementation
No months-long consultancy engagements. Our proven methodology guarantees a fast and secure start.
Integrating with your webshop and mapping out frequently asked questions.
Configuring your specific returns and delivery terms.
System runs in the background. Team manually approves responses.
Enable automatic sending for selected scenarios.
Pricing
Choose the plan that fits your monthly e-commerce volume.
Ideal for getting started
€49/ month
Includes:
For growing webshops
€99/ month
Everything in Starter plus:
For dedicated e-commerce teams
€179/ month
Everything in Growth plus:
For multichannel operations
€315/ month
Everything in Professional plus:
For high volumes and enterprise
€365/ month
Everything in Business plus:
Do you have specific requirements or a larger volume? We would be happy to work with you to find a tailored solution.
Discover some of the partner integrations NexReply already works with.
Stop answering bol.com messages manually. NexReply automatically incorporates marketplace, order and fulfilment data into accurate responses. Customers receive the right answer immediately, without manual work.
Stop manually searching in Stockitup. NexReply retrieves real-time order, stock and fulfilment data and processes it directly in your customer emails. Customers immediately receive the right answer, without any extra work for your team.
Stop switching between Picqer and your inbox. NexReply retrieves real-time order, stock and customer data from Picqer and processes it directly in your customer emails. Customers immediately receive the right answer.
Practical articles on AI customer service, email automation and smart support processes for online shops.
JUNE 2026
Most businesses use AI incorrectly. Not because they lack tools, but because they automate the wrong processes...
Read more
MAY 2026
NexReply has been selected for Web Summit Rio 2026. Not by chance, but as the result of a fundamentally different approach to e-...
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APRIL 2026
AI agents can generate responses and integrate with systems. But e-commerce customer service requires certainty,...
Read moreFrequently asked questions
Find answers to the most frequently asked questions about our e-commerce automation here.
