75% of carts are never bought
Then comes an email that mostly stays unopened. WhatsApp is opened 98 % of the time – usually within minutes.
Digitalisation for online shops & e-commerce
3 in 4 shoppers abandon.Bring them back.
75 % of all carts are abandoned, up to 70 % of support enquiries are “Where is my parcel?” – followed by emails nobody opens. We automate recovery, shipment information, returns and reviews. Integrated with your shop, no platform switch.
No platform switch GDPR & opt-in compliant Measurable from week 6
Shipment enquiry · German · automaticLive
+43 664 … · caller
… I ordered last week, order number AT-88341, and wanted to ask when it will arrive …
AI actions during the call
- AT-88341: shipped 12 April, delivery 15 April – given
- Tracking link sent via WhatsApp
- No staff member involved
- Information in 8 seconds
75%cart abandonment on industry average
98%open rate on WhatsApp
−70%“Where is my parcel?” enquiries thanks to AI
45 daysto the first measurable ROI
From industry reports, client projects and published case studies.
In short
InnovationLAB GmbH from Wörgl in Tyrol automates online shops in Austria and the DACH region: abandoned cart recovery via WhatsApp with opt-in, automatic shipment information (“Where is my parcel?”) via AI phone and chat, returns management, review requests and shop KPIs. Integrated with Shopify, WooCommerce, Shopware, Magento or custom systems as well as carriers and payment providers – without a platform switch.
What really happens
A good shop.Lost customers.
Most shops invest in advertising to bring in visitors – and then lose them through missing communication. What happens after the click decides revenue, returns and repeat purchases.
“Where is my parcel?” eats up support
A large share of enquiries are pure shipment status questions. Qualified people answer what a system can answer in 8 seconds.
Returns without a counter-strategy
Austria has one of the highest fashion return rates in Europe (36 %). Every return costs €15–25 in handling – without prevention and a clear process.
Reviews aren't actively collected
Only around 2 % of happy customers review on their own. Anyone who doesn't ask automatically mostly gets the negative ones.
Solutions at a glance
From abandonmentto the five-star review.
Every module works on its own and integrates with your shop – no platform switch.
WhatsApp commerce & cart recovery01AI phone assistant for the shop02Returns & after-sales03Process automation04Shop analytics & KPIs05Shop development & integration06
01 / The channel your customers open every day
WhatsApp commerce & cart recovery
- Recovery sequence: 45 minutes after abandonment, after 24 h with an incentive, after 48 h with social proof
- “Your item is back in stock” – automatic and personal
- Shipping confirmation, tracking and review request after purchase
- Product recommendations based on previous purchases
Usable on its own – connected to your shop system
02 / “Where is my parcel?” – never by hand again
AI phone assistant for the shop
- Shipment enquiries fully automatic, straight from the shop system
- Complaints structured: issue, order number, photos via WhatsApp
- Returns guidance with label, process and refund period
- Complex cases with a full log to your team
Usable on its own – connected to your shop system
03 / Returns cost money – bad returns cost more
Returns & after-sales
- Returns process with QR code, label and status – without contacting support
- Prevent returns: size and product advice before purchase
- Actively offer exchange instead of return
- Return reasons captured in a structured way – for better purchasing decisions
Usable on its own – connected to your shop system
04 / From order to review – without manual work
Process automation
- Delivery delay, outage, address errors detected – customer informed proactively
- Product questions on size, material, shipping and customs answered right on the product page
- Peaks like Black Friday and Christmas without extra staff
- Unhappy customers spotted before they review publicly
Usable on its own – connected to your shop system
05 / The figures you really need
Shop analytics & KPIs
- Support cost per order
- Checkout abandonment funnel – step by step
- WhatsApp vs. email vs. chat: where people really buy
- Returns by product group, item and reason
Usable on its own – connected to your shop system
06 / Shopify · WooCommerce · Shopware · Magento · custom
Shop development & integration
- Shop development and checkout optimisation – built for conversion
- Connection to ERP, inventory, shipping and payment providers
- Fast loading times – every second counts
- Agent-ready: products, prices and delivery times readable for AI assistants
Usable on its own – connected to your shop system
Products
AI telephony & WhatsApp commerce –in the shop you already have.
Callana answers shipment enquiries on the phone, Conversations handles communication after the purchase. Both run in your existing shop.
“Where is my parcel?” answers itself.
- Shipment status live from shop and carrier
- Returns process explained, label sent via WhatsApp
- Complaints captured in a structured way – ticket with call log
- 24/7, in German, English and other languages
The abandoned cart buys from you tomorrow.
- Recovery sequence over 48 h – with opt-in, without spam
- Proactive shipping info: customers know when the parcel arrives
- Review request at the right time after delivery
- Repeat purchase prompt matching the last order
Agent-ready · standard in every web project
Your next customersends their assistant.
AI assistants compare products, prices and delivery times – and are starting to order themselves. If the assistant can read your shop, it buys from you. If it can't, it buys from the marketplace.
Simplified example · request to an AI assistant“Waterproof hiking boots, size 43, up to €180, delivered to Graz by Friday. Order the best offer.”
Without agent-ready
- Shop opened – availability only visible in the cart
- Delivery time and shipping costs not readable in a structured way
- On to the marketplace with clear details
With agent-ready
- Product, size 43 in stock & price read – live from the shop
- Delivery Thursday · free shipping · €169
- Order prepared in the shop, customer confirms
- Products, prices, stock and delivery times machine-readable
- Structured product data for Google Shopping and AI search
- The order stays in your own shop – no marketplace commission
For every assortment
Whatever you sell –we know why carts get abandoned.
Fashion, furniture or niche brand: the levers are similar, the details make the difference.
Fashion & apparel
- Size advice before purchase
- Automatic return prevention
- Styling recommendations via WhatsApp
Furniture & home
- Delivery time slots agreed
- Assembly requests automated
- Damage photos straight into the ticket
Electronics
- Technical advice before purchase
- Warranty and return process automatic
- Compatibility questions via AI
Beauty & cosmetics
- Ingredient and tolerance questions
- Subscription management via WhatsApp
- Review sequence after purchase
Sport & outdoor
- Seasonal campaigns automated
- Back-in-stock alerts for seasonal goods
- Size and fit help
Niche & D2C brands
- Brand story told automatically
- Community via WhatsApp
- Loyalty and repeat purchase journeys
Our approach
One partner.Integrated, not replaced.
Integrates with:
ShopifyWooCommerceShopwareMagentoDHL / DPD / GLS / PostStripe / MollieERP / inventoryyour system
One point of contact
Instead of shop agency, chat tool, review platform and newsletter provider: everything from one source, one responsibility.
No re-platforming
We build on Shopify, WooCommerce, Shopware or your own solution – no migration, no data loss, no downtime.
Fast effect
First recoveries and fewer support tickets within weeks. We measure results, not activities.
GDPR from the start
WhatsApp marketing requires explicit consent. We build the opt-in in properly – without legal risk.
Seven steps – no hidden scope.
Mapped to our four phases. How we work
- 01Analysis & diagnosisShop analysis
Where does your shop lose customers? Abandonment rate, ticket volume, most common questions, return rate – figures, not opinions.
- 02Concept & architectureAction plan
What brings the fastest effect: recovery, shipment information or return reduction? A clear order with expected results.
- 03Development & integrationShop integration
Connection to Shopify, WooCommerce, Shopware, Magento or your system – via API, webhook or plugin.
- 04Development & integrationImplementation
First automations within weeks. You see recoveries and fewer tickets before the project is finished.
- 05Handover & operationsLegal compliance
Opt-in, data protection, cookie consent and mandatory information – checked before go-live.
- 06Handover & operationsGo-live & team
No black box: your team knows what the AI does and when to take over.
- 07Handover & operationsOngoing optimisation
Monthly: recovery rate, support relief, return rate – and what we improve next.
Compliance
Compliance is not an add-on.It is built in.
Data protection, industry regulation and accessibility are part of the build from day one – whichever modules you use.
GDPR & consent
Marketing messages via WhatsApp, SMS or email only with explicit consent – properly documented, revocable at any time.
Accessibility (BaFG/EAA)
Since June 2025 online shops fall under the accessibility law. We implement it from the start.
Distance selling & mandatory information
Withdrawal notice, price and shipping information under the Austrian FAGG – implemented correctly in technical terms, aligned with your legal adviser on content.
Payments
Payment via certified providers such as Stripe or Mollie under PCI DSS – card data never touches your server.
FAQ
Common questions.Clear answers.
Do we have to switch shop platform?
No. We integrate with Shopify, WooCommerce, Shopware, Magento or your own system – via API, webhook or plugin.
Is WhatsApp recovery GDPR-compliant?
Yes, with explicit consent: the opt-in is obtained and documented properly at checkout or in the customer account, and customers can revoke it at any time.
How does automatic shipment information work?
Callana and the chat read shipment status and delivery date straight from shop and carrier and answer in seconds – on the phone, via WhatsApp or in chat.
How do we cut the return rate?
With advice before purchase (size, material, compatibility), active exchange offers instead of returns and an analysis of return reasons by item.
When will we see first results?
First recoveries and fewer shipment enquiries usually within a few weeks; we aim for the first measurable ROI after around 45 days.
What does agent-ready mean for a shop?
Products, prices, stock and delivery times are machine-readable for AI assistants. That way assistants buy directly from you rather than from the marketplace.
What does it cost?
That depends on where you start – every module runs on its own. In the free initial consultation we work out your potential; afterwards you receive a concrete quote.
More industry solutions
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Ready to turn abandoned carts into revenue?
In 30 minutes we look at abandonment rate, support volume and return rate – and show which automation has the fastest effect for you. Your shop stays where it is.