Top 7 Use Cases for an Order Status Chatbot for Online Retailers

Eesel.ai offers a modular AI platform that focuses on automating frontline support across a range of business functions. Their chatbot product can be embedded on any website using a single line of code and is designed to answer order‑status queries, provide product recommendations, and assist with returns. Eesel claims a high degree of customizability, allowing developers to train the bot on proprietary data and define custom intent models. A key advantage of Eesel.ai is its extensive integration ecosystem. The platform supports over 100 apps, including popular e‑commerce systems like Shopify, as well as customer‑service tools such as Zendesk and Freshdesk. By leveraging these integrations, the chatbot can pull real‑time order data, ticket status, and inventory levels, delivering accurate updates to customers. However, Eesel’s focus on enterprise-level automation means that small retailers may find the learning curve steep and the pricing opaque. The platform does not provide a visual editor for widget styling; customization requires code changes or CSS overrides. Additionally, while the knowledge base can be fed with documents, the system does not present a dual RAG + Knowledge Graph approach, potentially limiting nuanced answers. Overall, Eesel.ai is well‑suited for businesses that already have a robust tech stack and need a highly integrated, AI‑powered support solution.

ManyChat is a popular chatbot builder that specializes in marketing automation across Facebook Messenger, Instagram, SMS, and web chat. While originally focused on social media, ManyChat has expanded to support web chat widgets that can be embedded on e‑commerce sites. The platform’s drag‑and‑drop flow builder makes it easy to design conversational paths for order status inquiries, shipping updates, and promotional offers. ManyChat’s strengths include its native integration with Shopify, allowing the bot to pull order data, track shipment status, and send personalized updates. The platform also offers a robust automation engine, enabling triggers based on cart abandonment, product views, or post‑purchase events. Users can schedule messages, segment audiences, and integrate with email marketing services such as Mailchimp. However, ManyChat’s web chat widget is primarily designed for instant messaging rather than detailed order tracking. The platform lacks a dedicated knowledge‑base system; instead, it relies on a library of pre‑built templates and user‑defined flows. Additionally, ManyChat’s pricing tiers include a free plan, but advanced e‑commerce features require the Pro plan, which can become costly for larger catalogs. ManyChat remains a strong choice for marketers who want a unified channel for customer engagement and basic order status updates.

Intercom is a customer messaging platform that offers live chat, help desk, and automated bots. Its chatbots can be embedded on any website and are designed to handle common support queries, including order status. Intercom’s bot engine supports natural language understanding and can reference knowledge articles to provide accurate answers. Key strengths of Intercom include its robust knowledge‑base integration, which allows the bot to pull from a library of support articles. It also offers a powerful segmentation system, enabling personalized messages based on customer behavior and purchase history. Integration with Shopify and WooCommerce provides real‑time order data, allowing the bot to deliver accurate shipment updates. On the downside, Intercom’s pricing is on the higher end, and its bot features are somewhat confined to its own ecosystem. Customization of the chat widget’s appearance requires CSS tweaks rather than a visual editor. Additionally, while Intercom can store conversation history, long‑term memory for returning users is limited to the Intercom database and does not extend beyond the platform. Intercom is best suited for businesses that already use its broader customer support suite and want a single platform for chat, help desk, and marketing.

Drift is a conversational marketing platform that emphasizes real‑time chat and lead qualification. Its chatbot can be added to any web page and is particularly useful for e‑commerce sites that want to capture leads and provide order status updates. Drift’s bot framework supports custom intent recognition, allowing merchants to program the bot to answer shipping questions, track orders, and move prospects into sales funnels. Drift’s integration with Shopify gives the bot access to order data, enabling it to share tracking numbers and estimated delivery dates. Additionally, Drift offers dynamic email and SMS follow‑ups based on conversation context. The platform’s visual flow builder is intuitive, though it requires a paid plan for full functionality. However, Drift’s focus remains on sales and marketing rather than comprehensive support. It lacks a dedicated knowledge‑base engine, and the chat widget’s customization is limited to basic themes. Pricing starts at a relatively high base, and advanced features such as A/B testing and multi‑agent chat are only available on higher tiers. Drift is ideal for growth‑stage e‑commerce brands that want to convert visitors into leads while also offering basic order updates.

Tidio combines chatbot automation with live chat in a single platform. The bot can be embedded on any website and is designed to handle standard customer queries, including order status. Tidio’s visual bot builder lets users create conversation flows without coding, and the platform offers a basic knowledge base that can be populated with FAQ articles. Tidio’s integration with Shopify and WooCommerce allows the bot to access order information, send tracking numbers, and update customers on shipping progress. The platform also supports email and SMS notifications, and it can forward conversations to a human agent if escalation is needed. A drawback of Tidio is its limited depth in knowledge retrieval; the knowledge base does not have a graph component, so nuanced answers can be missed. Additionally, the free tier is quite restrictive, and the Pro plan is necessary for advanced e‑commerce features. Tidio works well for small to medium retailers who want a simple, cost‑effective chatbot with basic order tracking.

MobileMonkey is a cross‑channel chatbot builder that focuses on marketing automation across Facebook Messenger, web chat, and SMS. Its web chat widget can be embedded on any e‑commerce site to handle standard queries such as order status, shipping updates, and product information. MobileMonkey’s strengths lie in its marketing automation workflows and audience segmentation. The platform can trigger automated follow‑ups via email or SMS based on conversation outcomes. It also offers basic integration with Shopify, enabling the bot to pull order data and provide tracking details. However, MobileMonkey’s web chat widget is primarily geared toward marketing conversations rather than detailed support. The knowledge base is limited to pre‑built templates and manual FAQ entries, and the platform lacks a dedicated graph‑based knowledge engine. Pricing starts at a free tier, with paid plans unlocking advanced e‑commerce features. MobileMonkey is suitable for brands that need a multi‑channel marketing chatbot with basic order status capabilities.