About BoekenBladKado
BoekenBladKado.nl is an e-commerce platform where customers purchase gift cards and subscription-related products. Every day, the team receives questions about gift card value, delivery status, returns, and other support topics.
To support growth without increasing customer service workload, BoekenBladKado needed a solution that could automate repetitive emails — while keeping full control and a consistent tone of voice.
Challenge
Repetitive questions and fragmented context
Before NexReply, many emails required manual work: looking up order details, checking shipping status, and composing a reply from scratch.
Common topics included:
- What is the value or validity of my gift card?
- Where is my order (tracking / delivery status)?
- How do returns or exchanges work?
- Questions about first issue delivery / subscription start
Repetitive questions created peak pressure on the team and made it harder to respond quickly and consistently.
Inconsistent tone and longer wait times
Because replies were written manually, tone could vary between team members. During peak moments, response times increased — exactly when customers need clarity the most.
Solution
NexReply: automated email handling with brand voice
BoekenBladKado implemented NexReply as the first layer in their email support. Incoming emails are recognized automatically, matched to approved instructions, and enriched with real-time order and shipping data.
NexReply was configured with:
- Detection of common intents (gift card, delivery, returns, etc.)
- Reply flows based on approved templates and instructions
- Enrichment with order and shipping data (tracking links and delivery times)
- Brand voice per mailbox and per language for consistent communication
Whenever possible, NexReply resolves emails automatically. Exceptions remain fully controllable via review and complete logging.
Results
Measurable impact
Since deploying NexReply, BoekenBladKado improved speed, consistency, and efficiency. Customers receive faster answers while the team can focus on exceptions.
| KPI | Before NexReply | With NexReply |
|---|---|---|
| Automated emails | Low / manual | 85% |
| Average response time | Hours | Minutes (24/7) |
| Brand voice consistency | Variable | High (per language) |
| Customer satisfaction | - | 95% |
Our customers receive faster and more consistent responses, while the team can focus on exceptions.
Faster answers, lower pressure
By enriching replies with context (order data, tracking links, delivery times), customers get clarity sooner — reducing follow-up questions.
In closing
Control, logging, and scalability
With NexReply, BoekenBladKado combines speed with certainty: every reply is traceable, adjustable, and brand-consistent — also for multilingual support.
- Fast integrations with webshop, ERP, and shipping partners
- Brand voice per mailbox and per language
- Full logging & control