We reviewed the pain points of over 30 BG e-commerce stores across different verticals — clothing, electronics, food supplements, cosmetics. One inquiry kept appearing everywhere: "Where's my package?"
Not because customers are impatient. But because Econt and Speedy don't send proactive delay notifications. The customer placed an order, is waiting for it, and the only way to find out what's happening is to ask.
of incoming support inquiries in BG online stores are about delivery status or logistics problems — tracking, delayed shipments, wrong addresses.
If you get 50 messages a month, 30–35 of them are about deliveries. Each one requires: open Econt or Speedy, look up the tracking number, copy the status, reply. 5 minutes × 30 inquiries = 150 minutes per month just for tracking. Without solving anything.
How the logistics agent works
The agent is connected to Shopify — it knows all orders, tracking numbers and couriers. When a customer asks about their package, the agent:
- Finds the order by number or by customer email
- Recognizes whether it's Econt or Speedy
- Makes a live check of the tracking status in the courier system
- Replies to the customer with concrete information
The whole process — under 3 seconds. At 11pm, on a Sunday, on an official holiday.
What we saw in the demo
Our site demo simulates TechZone BG — a fictional BG electronics store. The agent knows 3 orders with real (made-up) tracking numbers and can answer questions about accessory compatibility with different phones.
Sample conversations from the demo:
- "Where's my package with tracking number 1234567890?" → The agent checks Econt tracking and gives the current status with an expected delivery date.
- "Do these headphones work with Samsung Galaxy S24?" → The agent checks the compatibility matrix and answers specifically.
- "I received the wrong product — what do I do?" → The agent explains the return procedure and gives a contact for escalation.
The limits of the agent
Honestly — the agent isn't for everything. It's good at structured, repetitive inquiries with a clear answer. It's not good at:
- Complex complaints with emotional charge (a customer who received a damaged product for the third time)
- Non-standard situations for which you don't have a clear policy
- Negotiations for exceptions and special treatment
In those cases the agent escalates to you — with full context of the conversation, so the customer doesn't have to repeat themselves. You step in only when it's really needed.
Integration with Econt and Speedy
Both couriers have official APIs. Econt provides access after registration as a sender — if you already work with them for your store, you have access. Speedy — the same. The integration is set up once during onboarding.
Important detail: the couriers' API responses aren't always clear to the end customer. The agent's job is to translate technical status ("DELIVERED_TO_OFFICE") into plain English ("Your package is at the Econt office in Sofia. You can pick it up today until 7 PM.").