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Customer case studyE-commerce • Beauty & Care

Velura Nails automates customer service while preserving its brand voice

NexReply recognises incoming emails, matches them with approved instructions and enriches responses with order and shipping data, consistently with the brand, in every language.

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Sidescom

Thanks to NexReply, we spend much less time on repetitive customer enquiries while helping customers faster.

Siebe Musaerts SidescomVelura Nails & Nagelstad
81%

Automated

Of incoming support tickets processed fully independently

< 1 min

Response time

Independent handling of emails about shipping and Track & Trace

60 hours

Time saved per month

Less manual lookup work in Shopify, Picqer and bol.com

About the customer

About Sidescom

With Velura Nails and Nagelstad, Sidescom is building two Dutch e-commerce brands in nail products. Nagelstad offers a broad range for home users and professionals. Velura Nails is its own transparent and safe brand for salon-quality nails that are easy to apply at home. Based in the Netherlands, the shops serve customers in the Netherlands, Belgium and Germany. With around 2,000 orders per month and only two employees, working efficiently is not a luxury but a prerequisite for continued growth.

Nagelstad
Velura Nails

The problem

The challenge: Repetitive questions and fragmented context

Before NexReply, answering many emails took unnecessary time. Employees had to look up order information manually and then formulate an appropriate response.

Most common email scenarios

  • 🚚 Shipping and tracking enquiries (where is my parcel?)
  • 🔄 Return enquiries (how do I return my order?)
  • 📦 Stock enquiries (is this item still available?)

Support workload calculation

Manually looking up information in Shopify, Picqer and bol.com took the team a lot of time.

  • Constant interruptions for the team
  • Longer response times: 24–48 hours at weekends
  • A growing need to hire additional staff
60 hoursSaved per month

The decision

Why NexReply instead of an AI agent?

Sidescom wanted to reduce manual lookup work in Shopify, Picqer and bol.com while preserving its brand voice and control over replies.

Before

  • 8 hours of manual inbox work per week
  • 12–48-hour response time, including weekends
  • Risk of higher staffing costs
  • No real-time connection to warehouse status

With NexReply

  • 81% of tickets handled automatically
  • 60 hours saved per month
  • No additional staff needed as the business grows
  • Shopify, Picqer and bol.com connected

Non-negotiable requirements:

  • Save 60 hours per month on manual lookup work.
  • Consistent replies based on order and shipping data.
  • Shopify, Picqer and bol.com connected.
  • Preserve the brand's voice in every customer reply.

The approach

The solution: NexReply as an intelligent automation layer

Sidescom implemented NexReply as the central engine behind its support inbox. Incoming messages are classified within seconds. When the required data is available and the question falls within the predefined business rules, NexReply immediately prepares and sends an accurate reply.

Configured automations

Order on hold

Immediately informs customers about payment or address checks.

Backorder communications

Provides accurate updates on expected delivery times.

Return procedure

Automatically sends the correct return label.

Delayed delivery

Retrieves the live status and proactively updates the customer.

Stock and restock enquiries

Matches questions with current restocking dates.

Send missing items / Resend the order

The integration with the fulfillment partner automatically handles partial or full reshipments, without requiring you to log in to the partner’s portal.

Responses are based on:

Tone of voice

Clear, helpful and appropriate for Sidescom.

Business rules

Replies based on approved instructions and current data.

Live context & data

Order and shipping data from Shopify, Picqer and bol.com.

Operational process flow

6 steps from incoming email to resolution

  1. Email arrives

    The customer emails klantenservice@nagelstad.nl

  2. Question type identified

    NexReply analyses the exact intent

  3. Current data retrieved

    Order and shipping data

  4. Rules checked

    Business rules and templates checked

  5. Reply prepared

    Written accurately in the brand's tone of voice

  6. Sent or escalated

    • ✓ Sent automatically
    • ↗ Sent to a team member

Technology

API integrations with Shopify, Picqer and bol.com

NexReply enriches replies with order and shipping data from Shopify, Picqer and bol.com.

  1. Shopify

    • Order data
    • Customer information
    • Order status

  2. NexReply

    • AI Engine

  3. Picqer

    • Stock
    • Backorders
    • Shipping

bol.com Integration

Handle customer questions from bol.com centrally.

Thanks to NexReply, we spend much less time on repetitive customer enquiries while helping customers faster.

Siebe Musaerts SidescomVelura & Nagelstad

Shopify API

  • Order details
  • Customer information
  • Product details
  • Order status

Picqer

  • Stock
  • Backorders
  • Shipping and tracking
  • Delays and backorders

Onboarding

Implementation: controlled and personal

When a customer asks about a delayed, lost or unprocessed parcel, NexReply can immediately check the relevant order and shipping status through its API integrations. It then provides a suitable response, without an employee having to open several systems.

Onboarding Review

The personal contact makes a big difference to us. You don't just get a tool and have to work everything out yourself. The NexReply team proactively thinks along with us, responds quickly and continuously helps us get more out of the system and our automations.

Siebe Musaerts Sidescom, Velura & Nagelstad

Even with an initial review stage, time savings were immediate.

The outcome

Results with NexReply

81% of repetitive support questions automated

Results at a glance

Repetitive questions automated
81%
Response time (previously 24h)
< 1 min
Time saved per month
60 hours

Response time comparison

From manual lookup work to automatic context

Before

Manual

Response time
24–48 Hours
Team workload
Heavy inbox workload and stressful Monday mornings
Output
Manual replies, with a higher risk of errors

Now

With NexReply

Response time
< 1 Minute
Team workload
Less inbox pressure and a calmer support workflow
Output
Consistent communication, faster and more accurate

No need to increase headcount

81% of emails about shipping and Track & Trace handled independently.

Less inbox pressure

Less pressure at peak times through faster, more consistent replies.

More time for marketing

60 hours saved per month.

Consistent communication

More time for exceptions.

Market position

NexReply vs. the market

NexReply vs. the market
RoleNexReplyZendeskTrengo
AI email recognition Yes, with context Limited (add-on) No
Order data integration Real-time Basic (App Store) Via API only
Draft reply + approval Yes No Not specified
Dutch language support Native Dutch Tickets only Yes

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