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Customer case studyE-commerce • Dutch online department store

2Cheap BV saves around 30 support hours per month with controlled automation

NexReply recognises incoming customer questions, matches them to approved instructions and enriches replies with order and shipping data, in your brand voice and in any language.

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2Cheap BV

Thanks to NexReply, we spend much less time on daily customer contact and can focus more on other tasks and projects.

2Cheap BV Team 2Cheap2Cheap.nl & Keukenmesjes.nl
68.1%

Automated

Of incoming support tickets processed fully independently

15k

Orders per month

Independent handling of emails about shipping and Track & Trace

30 hours

Time saved per month

Less manual lookup in Lightspeed, bol.com, Picqer and MultiSafepay

About the customer

About 2Cheap BV

2Cheap BV is an online department store based in Zeewolde, with a wide range of products for the home, garden, tools, cars, bicycles and leisure. Alongside 2Cheap.nl, the team runs Keukenmesjes.nl, serving customers in the Netherlands, Belgium and Germany. With a team of 8 employees and around 15,000 orders per month, working efficiently is essential to maintaining quality and responding faster.

2Cheap.nl
2Cheap.nl
Keukenmesjes.nl
Keukenmesjes.nl

The problem

The challenge: manually looking up the same order details slowed down every reply

At 2Cheap, answering customer questions took a lot of time because employees repeatedly had to look up the same order information. Each request started with reading the email, finding the order, checking its status and sometimes opening several systems. This created a heavy workload, especially for questions about order status, delivery dates, changes and cancellations.

Most common email scenarios

  • Where is my order?
  • When will my parcel arrive?
  • Can I change my order?
  • Can my order still be cancelled?

Support workload calculation

Every request started with looking up the same order details, leaving the team less time for other tasks and projects. With around 15,000 orders per month, the workload remained high.

  • Every request starts with looking up the same order details
  • Opening several systems and gathering information takes extra time
  • Changes and cancellations need a fast response to prevent unnecessary shipments
15.000Orders per month

The decision

Why 2Cheap wanted control over every reply, not unrestricted AI

2Cheap wanted to work faster without leaving communication entirely to generic AI. Freely generated answers did not always match the current order status, tone of voice or business rules. NexReply works from approved support emails, knowledge base answers, instructions and business rules. AI understands the question and writes a personal reply within the configured processes, with human oversight still available.

Before

  • Opening several systems and gathering information
  • Writing the same answers again
  • The risk of changes arriving too late
  • No central control over tone of voice and business rules

With NexReply

  • The question, current context and reply in one view
  • Your own tone of voice and business rules in every reply
  • Review or approval for each communication rule
  • Automatic sending where appropriate

Non-negotiable requirements:

  • Control over every reply and its tone of voice.
  • Replies based on approved support emails, knowledge and business rules.
  • Bol.com questions follow the same controlled process.
  • Fast handling of changes and cancellations to prevent unnecessary shipments.

The approach

NexReply brings the question, context and reply together in one view

NexReply first identifies the question type, retrieves relevant order details through Picqer and brings the question, data and appropriate reply together in one view. Employees no longer need to look up the order and status separately, open different systems, find the right support text and write an entire reply again. For each communication rule, 2Cheap can choose review and approval or fully automatic sending. Bol.com questions follow the same controlled process.

Configured automations

Order status

Provides immediate insight into the current order status.

Delivery date

Shipping details and expected delivery are included immediately.

Changes

Address changes and other updates are processed immediately.

Cancellations

Cancellations and refunds are included in the reply.

Marketplace questions

Bol.com questions are handled centrally in the same workflow.

Responses are based on:

Your own support emails and knowledge

Approved replies and instructions that match the brand.

Business rules

Replies based on approved instructions and current data.

Live context & data

Current order and shipping information from Picqer and bol.com.

Operational process flow

6 steps from incoming question to completed reply

  1. Enquiry arrives

    A customer requests information by email or through a marketplace.

  2. Intent recognised

    NexReply immediately identifies the type of question.

  3. Picqer data retrieved

    Current order and shipping information is retrieved.

  4. Rules applied

    Approved knowledge and business rules are applied.

  5. Review or send

    NexReply determines whether the reply can be sent automatically.

  6. Action and reply recorded

    • ✓ Sent automatically
    • ↗ Sent to a team member

Technology

Lightspeed, bol.com, Picqer and MultiSafepay as the core integrations

NexReply enriches replies with current order and shipping information from Picqer. Questions from bol.com are handled within the same controlled process. Lightspeed and MultiSafepay provide relevant webshop and payment context within the same workflow. This keeps replies fast, consistent and based on current data.

  1. Lightspeed

    • Webshop context
    • Customer details
    • Payment status

  2. NexReply

    • AI Engine

  3. bol.com

    • Marketplace questions
    • Centralised handling
    • Controlled process

  4. Picqer

    • Order status
    • Shipping information
    • Delivery date

  5. MultiSafepay

    • Payment status
    • Transaction details
    • Refund context

Picqer integration

Current order and shipping information is included directly in the reply.

NexReply ensures customer questions are handled quickly and consistently, using current information from Picqer and a controlled process for bol.com questions.

Result

Faster handling, fewer unnecessary shipments and returns.

Lightspeed API

  • Webshop context
  • Customer details
  • Payment status
  • Order history

bol.com

  • Email questions
  • Centralised handling
  • Controlled process
  • Consistency with Picqer

Picqer API

  • Order status
  • Shipping information
  • Delivery date
  • Changes and cancellations

MultiSafepay

  • Payment status
  • Transaction details
  • Refund context
  • Payment method

Implementation

Small team, quick setup and direct communication

NexReply handled the technical setup, integrations and conversion of existing support replies into rules. This allowed us to get started quickly, scale up in a controlled way and benefit immediately from direct communication.

Onboarding Review

"The implementation was quick and well communicated."

2Cheap BV Team 2CheapAbout getting started

We started in a controlled way and expanded step by step. This allowed us to see results quickly without disrupting operations.

Results

A calmer support workflow

68.1% of customer questions automated

Results at a glance

Customer questions automated
68.1%
Support hours saved per month
Around 30 hours
Orders per month
Around 15,000

From manual to automated

Fewer manual actions, faster handling of changes and cancellations

Before

Manual

Manual actions
Lots of repetition
Changes and cancellations
Longer turnaround times and a higher risk of errors
Communication
More variation in tone and content

Now

With NexReply

Manual actions
Less repetition
Changes and cancellations
Faster handling and fewer errors
Communication
More consistent, with human oversight where needed

More capacity for the team

Around 30 support hours per month have been freed up for more complex questions and operations.

Faster handling of changes

Cancellations and changes are picked up faster, making the support workflow calmer.

Consistent communication

Replies are more consistent, with human review used where needed.

More time for exceptions

The team has more time for complex questions and operations that deserve human attention.

Recommendation

Product question insights: improve your webshop and instructions

Insight into common product questions helps you improve product descriptions, instructions and webshop information. This prevents repeat questions and provides a better customer experience from the start.

Recommendation

"We would definitely recommend it."

2Cheap BV Team 2CheapAbout working together

Use insights from support questions to refine webshop information and consistently reduce repeat questions.

Market position

NexReply vs. the market

NexReply vs. the market
RoleNexReplyIntercomBelco
AI email recognition Yes, with context Chatbot only Not specified
Order data integration Real-time Limited Not specified
Draft reply + approval Yes Limited Not specified
Dutch language support Native Dutch No Not specified

Would you like this for your webshop too?

Book a no-obligation demo and discover how many support questions NexReply can automate for your team.

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