Order-tracking chatbot: end the "where is my parcel?" flood
Order tracking is 40-60% of support requests. Here's how a chatbot handles it on its own, 24/7 — and what to connect it to so it's always right.
By Nacim Moudjeb5 min33
"Where is my order?": the question that floods your support
For an e-commerce or any SMB that ships, this is THE question. It comes back ten, twenty, fifty times a day, at all hours, and every answer is the same: a tracking number, a status, a date. Your agents spend their days copy-pasting information the customer could get in two seconds. An order-tracking chatbot fixes that.
What a good tracking chatbot really does
- Answers instantly, 24/7: the customer asks where their order is, the chatbot queries your system and returns the status and estimated date — at 2 a.m. as at noon.
- Handles common cases: change an address, chase a carrier, start a simple return, with no human involved.
- Escalates smartly: as soon as a case is unusual (lost parcel, dispute), it hands off to an agent with all the context already gathered.
- Speaks the customer's language: in several languages, decisive if you sell internationally.
The concrete gain
For most online retailers, order tracking is . Automating even half frees your agents for the real complaints — the ones where a human makes the difference. And it's a happier customer, because they get their answer right away. (See our use case .)