Chat agents in e-commerce – how automated support really helps

In a world where customers expect answers within seconds, efficiency in customer service is no longer a bonus – it is a prerequisite. Especially in e-commerce, where support requests often explode during peak times such as launches, sales or holidays, scalable solutions are needed that respond quickly, reliably and in line with the brand. This is exactly where chat agents come in.

Chat agents are not a substitute – they are the first point of contact

Many companies initially see chat agents as just a way to reduce support costs. But when used correctly, they are much more than a cost-saving tool: a good agent immediately handles repetitive queries (e.g. "Where is my parcel?", "How does the return process work?") and forwards more complex cases to real support staff. This not only ensures faster response times, but also improves the quality of personal responses – because your team can focus on what really matters.

What a good chat agent needs to be able to do

A chat agent who frustrates customers is of no use to anyone. That's why the right technical implementation is crucial. At Avento, we rely on proven systems such as Certainly.io, which can be seamlessly integrated into Shopify, Gorgias and other popular tools. Our agents are:

multilingual (e.g. German/English),

data-based trained on your product, your FAQs and your processes,

context-aware to guide customers logically through processes,

hand-over-ready, i.e. they recognise when a human needs to take over.

Automation + humans = the perfect support experience

An agent is not an island. That's why we combine automated chat support with real ticketing – both of which can be fully managed and maintained by Avento. While the agent resolves simple cases, our German-speaking support teams take care of everything that requires tact and sensitivity: complaints, individual queries, cross-selling opportunities or feedback loops.

Why companies should act now

Introducing a chatbot doesn't take six months – with the right partner, it can be up and running in a matter of weeks. What's more, the ROI often materialises faster than expected. Companies report up to 40% fewer tickets, lower support costs and improved customer satisfaction. The decision to postpone the introduction of automated support therefore costs one thing above all else: efficiency.

Conclusion

Chat agents are no longer a technology of the future. They are the new standard in digital customer service – and a key element in making support scalable. Avento ensures that automation becomes a strength rather than a risk.

Let's work together to make your support infrastructure smarter.

Curious?

Book a consultation now and find out how we can improve your support together.