eCommerce
Every question answered. Every sale captured
Trengo's conversational AI Agents automate routine support questions and drive sales, upsells and repeat buyers, across WhatsApp, social media and email, all from one inbox .
Official WhatsApp Business Partner trusted by retailers, wholesalers, and e-commerce brands worldwide.
"Because of the multichannel inbox, we collaborate more easily, and have a complete overview of all customer contact. You can't achieve that with a normal inbox."
Trengo boosts sales and creates repeat customers
Respond instantly to queries
Trengo AI repsonds and asnwers FAQs on WhatsApp, Instagram, email and live chat, all in one workspace. Then, AI routes conversations to a human when needed.
AI handles incoming FAQs
AI handles queries like "Where's my order?" and thousands of FAQs automatically, 24/7 across every channel, so your team can focus on complex customer needs.
Drive repeat revenue
Recover abandoned carts, send restock alerts, and drive upsells via WhatsApp with 98% open rates. Turn your support team into a revenue driver.
How does your eCommerce business use Trengo?
Automate
Prioritise the right conversations
Let AI and automation gather the right information and route conversations to your service or sales team. For incoming FAQs , AI answers instantly using your knowlege base, freeing up your team to focus on what matters most.
Personalize
Get everything in one view
Keep purchase and conversation history in one place, so your team has all of the critical info at hand to make better connections with your customers.
Data intelligence
Drive repeat buyers automatically
Pinpoint trends within your conversations and identify busy seasons with reporting that will lead to upsells, repeat purchases and long term customer retention across WhatsApp, email or any other channel.
Level up your services
Scale your customer engagement with AI and automation
Make customer engagement the cornerstone of your customer retention by using conversations to create meaningful moments. Build strong customer relationships by freeing up your team from repetitive conversations. With Trengo, you can automate responding to up to 50% of your incoming FAQs, giving your team time back to focus on high-priority accounts.
The features that make customers come back
Live chat
AI and Live chat
Add a no-code, 24/7 AI-automated or human-led live chat to your website.
Contact profiles
Contact profiles
Keep critical customer profile data directly in Trengo to make personalised conversations accessible.
Automated routing
Automated routing
Automatically route incoming leads to the right person by creating automated workflows.
Data intelligence
Data intelligence
Measure team performance and get key insights like busiest times, most active channels and more.
Multichannel inbox
Multichannel inbox
Connect email, SMS, WhatsApp, social channels and more, so all conversations are centralised.
Voice calls
Voice calls
Host and track voice calls with your customers and leads directly in Trengo.
Keep customer information in syncIntegrate Trengo with your existing tech stack
Find the answer here
Frequently asked questions
Does Trengo integrate with my eCommerce platform (Shopify, WooCommerce, Magento)?
Yes. Trengo integrates directly with major eCommerce platforms including Shopify, WooCommerce, Magento, BigCommerce, and Lightspeed through native integrations and API connections. We also connect to fulfillment systems like Picqer and shipping providers.
When a customer messages you on WhatsApp or Instagram, your team instantly sees their order history, current order status, and past interactions, all within Trengo. No more switching between your helpdesk and your store admin to look up order #47382. Order data syncs automatically, so agents can answer "Where's my order?" questions in seconds instead of minutes.
Our onboarding team helps configure the integration during setup, typically taking 1-2 hours depending on your platform.
Can AI really handle "Where's my order?" questions accurately?
Yes. WISMO (Where Is My Order) inquiries are exactly what AI handles best, they're high-volume, repetitive, and follow predictable patterns.
Here's how it works: When a customer asks "Where's my package?" on WhatsApp, Trengo's AI pulls their order status directly from your eCommerce platform and responds instantly with tracking information, estimated delivery date, and a tracking link. If there's an issue (order delayed, wrong address), the AI escalates to your team with full context.
Most eCommerce brands see 60-80% of WISMO inquiries handled completely by AI with zero human intervention. That's the difference between your team answering 500 WISMO questions per day versus 100, freeing them up to handle returns, product questions, and pre-purchase inquiries that actually drive revenue.
The AI also handles related questions like "Can I change my shipping address?" or "When will you restock this product?" by referencing your knowledge base and product catalog.
How do I use WhatsApp to recover abandoned carts without being spammy?
WhatsApp cart recovery works differently than email. It's permission-based and conversational, not a broadcast blast.
Here's the compliant approach:
- Customers opt in to WhatsApp communication (typically at checkout or via your website chat widget)
- When they abandon a cart, Trengo sends a personalized message like: "Hi Sarah, you left [Product Name] in your cart. Still interested? Here's your checkout link."
- If they reply, the conversation routes to your sales team to answer questions and close the deal
Key difference from email: WhatsApp has a 98% open rate vs. 20% for email, and 70% of WhatsApp messages are read within 5 minutes. Customers actually see your cart recovery message while they're still shopping around.
Compliance note: WhatsApp requires opt-in consent. Trengo helps you collect consent through your website widget, checkout flow, or post-purchase confirmation. You can't message customers who haven't opted in.
Most eCommerce brands see 15-25% cart recovery rates via WhatsApp (compared to 5-10% for email), and the conversations often lead to upsells: "Actually, can I add the matching accessories?"
What's the ROI for eCommerce businesses using Trengo?
ROI breaks down into two categories: cost savings from support efficiency and revenue generation from sales conversations.
Support efficiency (cost savings):
- 60-80% of WISMO inquiries automated = 15-20 hours saved per week for small teams
- 5x faster response times by unifying WhatsApp, Instagram DMs, email, and live chat
- Reduce support headcount needs as you scale (handle 2x volume with same team size)
- Typical payback period: 2-3 months for support automation alone
Revenue generation (growth):
- Abandoned cart recovery: 15-25% recovery rate on WhatsApp (vs. 5-10% email)
- Restock alerts: 40% conversion rate when customers opt in to "notify me when back in stock" via WhatsApp
- Upsells in support conversations: "Are you interested in the matching accessory?" drives 10-15% increase in average order value
- Repeat purchase campaigns: Post-purchase WhatsApp campaigns drive 20-30% higher repeat purchase rates than email alone
Example scenarios:
B2C Fashion Brand (€2M annual revenue):
- 300 abandoned carts/week × 20% recovery rate × €80 average order = €4,800/week additional revenue
- ROI: Trengo pays for itself in the first month just from cart recovery
B2B Wholesale Supplier (€10M annual revenue):
- Sales team closes 30% more deals by responding to WhatsApp inquiries in minutes instead of hours
- Complex quotes that previously took 2-3 days now close same-day
- ROI: 3-5x increase in qualified lead conversion rates
The highest-ROI use cases are typically abandoned cart recovery (immediate revenue) and WISMO automation (immediate cost savings).
How do I manage customer conversations during peak seasons (Black Friday, holiday shopping)?
Peak season volume is exactly when Trengo's automation becomes critical. Here's how eCommerce teams handle spikes:
Before peak season:
- Set up AI to handle your top 20 FAQs (WISMO, return policy, shipping costs, product sizing)
- Create WhatsApp message templates for common scenarios (order delays, out-of-stock items)
- Configure routing rules so urgent issues (payment failures, wrong items shipped) skip the queue
During peak season:
- AI handles 70-80% of incoming volume automatically—you don't need to 3x your support team
- Your team focuses only on complex issues and high-value customers
- Use Trengo's analytics to see real-time volume by channel and adjust staffing accordingly
Example: A mid-sized fashion brand handling 500 inquiries/day normally sees 2,000+ inquiries/day during Black Friday week. With Trengo:
- 1,400 inquiries handled automatically by AI (WISMO, tracking, returns)
- 600 inquiries routed to a team of 8 agents (vs. needing 25+ agents without automation)
- Response time stays under 5 minutes even during peak hours
Post-peak:
- Send "thank you" campaigns via WhatsApp with discount codes for next purchase (98% open rate)
- Analyze conversation data to identify which products generated the most support questions (signals for product description improvements)
Most eCommerce businesses use Trengo specifically to avoid hiring temporary seasonal support staff—the AI scales instantly without onboarding time.
Still have unanswered questions?
What our customers say about Trengo
I love the possibility of having a single place to receive every customer service inquiry from different platforms. We can assign tickets to other colleagues and be updated in real time with internal comments.
Employee from
BAS World
Trengo allows us to centralize all communication, both internally and with clients, across channels. From WhatsApp to email, and Facebook Messenges to live chat messages, there is now a single place to manage everything.
Jeffrey D.
Group Director
You can communicate with customers and employees alike and get immediate response. The friendly user interface is what's most appealing and wonderful to use. I can recommend this platform to anyone.
Johann K.
Small business
I'm not one to leave reviews but Trengo has been a game changer for us. As a small e-commerce business our small team struggled to keep on top of the many channels our customers contacted us by.
Julian P.
Small business
One of the best things about Trengo is its powerful automation and collaboration features. The ability to automate repetitive tasks, such as assigning tickets or tagging conversations, saves me and my team a lot of time and effort.
Martijn V.
Operations Manager E-Commerce
'What I love about Trengo is how user-friendly it is. Very easy to use so onboarding new agents is a breeze. They were very responsive and it was a delight working with them. Highly recommend Trengo!'
Maybelline O.
Customer Experience Manager
It has a virtual assistant, which helps us to attend more fluently to a large number of customers and their demands. The automatic routing also makes our work easier, since it is configured so that the customer can go directly to the agent ...
Verfied user
Consumer goods
It makes it easier for us to work daily, especially in the tick feature, which is great, in addition to the automatic response to all e-mails.
Ihab B.
Operations Manager E-Commerce
Let's meet
We can set you up with a platform designed for your team. Take one step closer to delivering more customer delight than ever before.
Peak season is closer than you think
Support tickets spike weeks before the sale and again when the returns roll in. See how 1,500+ businesses get ahead of both.
