3x
Increased productivity in the e-commerce sector
Omnichannel for E-commerce eliminates repetitive manual tasks and allows your team to focus on selling online efficiently.
Omnichannel for e-commerce: the same order won't receive conflicting responses
When channels don't communicate, two agents respond about the same order unaware of each other — and contradictions lead to public complaints.
Our Clients Companies that trust the operation
+180k
Messages and media exchanged every day
+1,200
Companies that trust our solutions
+40k
Automations built on our platform
O que é Omnichannel para E-commerce
The Omnichannel for E-commerce from Nexloo unifies all communication channels into a single support platform, tailored to the specific needs of online stores. With a solution developed for the e-commerce sector, your team automates post-sale support and cart recovery and focuses on what really matters: selling online.
E-commerce companies face unique challenges in communication and customer relationships. The complete Nexloo support platform addresses these challenges with accessible technology, quick setup, and proven results from hundreds of online stores across Brazil.
Results
Benefícios do Omnichannel para E-commerce
What changes in the store when the order becomes the focus of customer service.
80%
Reduced response time
Instantly assist online stores at any time, leaving no message unanswered.
24/7
Full availability for online stores
E-commerce customers receive immediate responses even outside business hours.
45%
Increased customer satisfaction
Quickly resolve questions and demands from online stores, enhancing the customer experience.
Features
Funcionalidades do Omnichannel para E-commerce
Recursos projetados para transformar o atendimento no segmento de e-commerce.
Unified multichannel inbox
WhatsApp, Instagram, Messenger, Telegram, and website chat in a single organized inbox.
Context preserved across channels
If a customer starts on Instagram and continues on WhatsApp, the agent sees the entire unified history.
Smart routing by channel
Distribute conversations from each channel to specialized teams with configurable rules.
Consolidated reports by channel
Compare performance across channels with metrics on volume, response time, and satisfaction.
Unified inbox
All messages from WhatsApp, Instagram, Facebook, Telegram, and website chat in a single interface.
Seamless switching between channels
Continue a conversation on any channel without losing context, history, or previously collected customer data.
Unique contact across all channels
WhatsApp, direct message, email, and chat from the same client become a single record. The agent sees the whole person, not just the part that came through that channel.
Unified inbox with channel filter.
Everything in one queue, with the option to check only WhatsApp when the volume gets high. Unification is the standard; separation is a choice, not a limitation.
Response on the channel where the person wrote
Those who emailed receive an email; those who contacted via direct receive a direct message. The agent types in one place, and the platform delivers to the right channel.
Merging duplicate contacts
When the same customer appears twice through different channels, the two records merge into one — with both histories preserved on the same timeline.
Distribution rules by channel
Email can go to finance and direct to sales, or everything to the same queue. The rule is yours, and it applies without anyone manually sorting.
Internal notes that the client does not see
The team communicates within the support system, tagging colleagues, without opening a second tool and without the risk of the observation being seen by the customer.
Subscription and tone by channel
Email requires formality and a signature; direct messages require short phrases. The same agent writes in the correct record for each one, with separate templates.
History survives the change of attendant
When the conversation changes hands or channels, the entire history goes along — and the customer doesn't have to start explaining from scratch.
Indicators by channel and by agent
First response time, volume, and satisfaction separated by channel. This is how you discover that email has a two-day queue while WhatsApp responds in minutes.
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Segments
Para quem é o Omnichannel para E-commerce
The e-commerce operation formats that earn the most with omnichannel support.
lojas virtuais de pequeno porte
Equipes de 2-10 pessoas
Lack of organization in post-sale support and cart recovery leads to lost opportunities and daily rework.
lojas virtuais em crescimento
Equipes de 10-50 pessoas
Increasing demand volume exceeds the team's capacity to sell online with quality.
lojas virtuais com múltiplas unidades
Operações com 3+ locais
Standardizing support across branches and maintaining uniform quality is challenging without centralization.
Operations with audience across multiple networks
Starting from 3 users
They receive the same customer through three different channels and treat each channel as if it were a new person.
Support with teams separated by channel
Starting from 3 users
You have one person on email, another on WhatsApp, and another on social media — and none of them see what the others have replied.
Multichannel retail and e-commerce
Starting from 3 users
Responds to the same request across different channels and ends up giving conflicting information.
Long-term relationship services
Starting from 3 users
They follow the same client for years and need to find what was agreed upon six months ago, in any channel.
Operations with support and billing
Starting from 3 users
They talk to the same person for different reasons and need a unique history to avoid contradictions.
Education and community institutions
Starting from 3 users
They communicate with families and students through various means and lose messages along the way.
Operations with distributed team
Starting from 3 users
They need anyone, from any unit, to see the same conversation and the same history.
Technical support with multiple entries
Starting from 3 users
They receive the same request via email and chat and end up treating them as two distinct problems.
Deals with consultative selling
Starting from 3 users
Leads negotiations that go through multiple channels and cannot lose the thread between one contact and another.
What sets us apart
Por que escolher Nexloo para E-commerce
What's included in the plan for multichannel stores.
All channels on one screen
Eliminate the need to switch between WhatsApp Web, Instagram, email, and other apps.
Consistent cross-channel experience
Customers receive the same level of service regardless of the contact channel chosen.
Scale without multiplying tools
Add new support channels without hiring new platforms or training separate teams.
360° view of the customer
Complete history of interactions across all channels, unified profile, and recorded preferences.
Ecosystem
Integrations that simply work.
Connect Nexloo to the tools you already run on, without friction — more than 5,000 apps available to extend your support hub and automate the work around it
Where the conversation flows to
- Parceiro OficialMeta
- Zapier
- HubSpot
- Salesforce
- RD Station
- Pipedrive
- API REST
Where the lead comes from, and where the team works after
- Mais pedidaMeta Ads
- Google Ads
- Meta Lead Forms
- Google Sheets
- Google Calendar
- Shopify
- Slack
What's changing
The same request, two different responses.
In a store, the customer demands through the fastest channel. When the channels don't communicate, two attendants respond about the same order without knowing about each other — and the contradiction turns into a complaint.
In practice
How the request gathers all charges
The request is the core, not the channel. When the service is organized this way, contradictions become impossible.
Every channel enters the same queue
Chat, WhatsApp, comment, and email arrive together, with the source marked.
The request is identified
The customer is recognized and the open order appears in the conversation, without typing a code.
One conversation, one agent
Charges through different channels become the same conversation, with only one responsible party.
The peak is distributed
During business hours, the volume from the four channels is divided among the entire team.
FAQ
Before the next commercial date.
The most common questions about integration with the store, comments on social media, and peak volume.
How does Omnichannel for E-commerce work in practice?
The Omnichannel for E-commerce from Nexloo was specifically developed to meet the needs of the e-commerce sector. The solution unifies all communication channels into a single support platform, tailored for online stores. In practice, online stores configure the tool in minutes, connecting their support channels and customizing workflows for post-sale support and cart recovery. The system learns from interactions and becomes more efficient over time, allowing your team to focus on selling online instead of repetitive operational tasks.
Does Omnichannel for E-commerce have a free plan for online stores?
Yes, Nexloo offers a 7-day free trial with full access to Omnichannel for E-commerce for online stores. E-commerce professionals can set up the system, connect preferred channels, and test with real post-sale support and cart recovery demands without financial commitment. No payment information is required to get started. After the trial, flexible plans cater to everything from individual offices to networks with multiple units, scaling as needed. Our team supports online stores throughout the evaluation period, ensuring full utilization of the available resources for the sector.
How to connect Omnichannel for E-commerce to the systems I already use?
Connecting Omnichannel for E-commerce with tools used by online stores is done without the need for programming. Nexloo offers ready-made connectors via Zapier and webhooks for the most popular systems in the e-commerce sector, as well as a RESTful API for specific integrations. E-commerce management, scheduling, financial, and marketing software can be integrated directly. For online stores with proprietary systems, the API documentation allows technical teams to create custom connections. Our technical support assists with each integration at no additional cost.
How long does it take to set up Omnichannel for E-commerce?
The initial setup of Omnichannel for E-commerce for online stores takes between 10 and 30 minutes for the basic version. The process includes creating an account, connecting communication channels, and customizing automatic messages for the e-commerce sector. Advanced features such as complex automations and integrations with specific online store systems may take 1 to 3 days for complete setup. Nexloo provides pre-configured templates for the e-commerce sector that significantly speed up the initial setup and reduce the learning curve.
Is Omnichannel for E-commerce safe for customer data in the e-commerce sector?
Absolutely. Omnichannel for E-commerce meets specific security requirements for online stores, operating in full compliance with LGPD. Communications are protected by encryption at all stages. Granular access control allows you to define which employees can view sensitive customer data in the e-commerce sector. Features such as automatic consent, opt-out, and data deletion meet regulatory obligations without operational effort. Servers with international certifications provide additional protection for information processed by online stores.
Why choose Omnichannel for E-commerce instead of managing channels separately?
Managing channels separately in the e-commerce sector means switching between multiple windows, losing context between interactions, and duplicating settings. Omnichannel for E-commerce consolidates everything into a single interface optimized for online stores, with a unified history for each customer, cross-channel automations for post-sale support and cart recovery, and consolidated reports showing real performance in selling online across all channels.
How long until I see results using Omnichannel for E-commerce?
Initial results with Omnichannel for E-commerce are visible within the first 48 hours, especially in response speed and organization of support for online stores. Productivity metrics and reduction of manual tasks appear in the first week of active use. The impact on revenue and customer retention in the e-commerce sector typically consolidates between 2 and 4 weeks, as the team masters the tool and automations are refined. Positive ROI is often achieved within the first month for operations with a regular volume of interactions.
Last step
Where is your store contradicts itself
A short conversation to gauge how many customers contact your store through more than one channel.
- No credit card
- Set up in 5 minutes
- Cancel whenever you like
Request your free assessment
No commitment. One conversation to map where your operation is losing sales.
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