Cloud CRM & Messaging System

Overall, Cloud Commerce Pro’s CRM manages customers and orders for e-commerce, marketplace retailers, and B2B Trade customers. What’s more, with our messaging system, you can manage customer relationships and deliver the utmost support and satisfaction.

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A CRM designed for Multi-channel Selling

For any multi-channel retail businesses to succeed, particularly on Marketplaces, a quick, effective, customer-focused approach is required in order to manage every interaction. All communication needs to be timely and accurate. For example, sending order confirmations and despatch notices or responding to queries.

For this reason, Cloud Commerce Pro system can organise every area of your business, especially customer service. Having a cloud-based order management system with an in-built CRM, means you have every customer’s details logged. So, their order history is right at your fingertips, whenever you need them.

CRM System features

  • Find Customers

    Search customer records fast. Notably by using email, postcode, order No, invoice No, eBay ID, tracking number or Amazon Order No.

  • Order History

    In any event, access the full order history of every customer, such as from eBay, Amazon or in-store.

  • Notes and Logs History

    CRM stores all messages and notes from your team or customers, so you can send clear & reliable communications.

  • Trade Customers

    Simply create Trade customers, then add them to a specific Trade Channel so they can access product ranges and discounts.

CRM System

  • Watch List

    Identify orders from your customer despatch queue, in order to prioritise them or handle differently.

  • Edit Orders

    Locate an order quickly and easily if a customer calls in after making a purchase, so you can make changes before despatch.

  • Refund & Returns

    Process returns and refunds through the CRM. Also, record messages and activity, while adding items back in stock.

  • Message Centre

    CRM records all conversations through the Message Centre, so that you can filter and view all previous communication.

We are adding new features all the time…

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How do you manage emails and communications from all your marketplace mailboxes?

READ MORE HERE

Manage your customer emails in one Message Centre

A prompt response to customer queries and complaints can directly affect customer satisfaction. Not to mention if they leave a you good or bad review. In fact, research suggests you can get 50% less negative reviews, as long as you respond to messages within 24 hours.

Indeed, seller reviews not only have a huge impact on driving sales but also whether a seller can reach the ‘Buy Box’ in Amazon. Therefore, in order to succeed as a seller on Amazon, it is vital that you regard customer ‘Contact Response Times’ (CRT) as a priority.

  • Group all in-bound emails for eBay, Amazon and ecommerce websites into one Message Centre.
  • Identify emails automatically from sales channels where the order was placed.
  • Track and priorities messages in order of the last response time. Also includes reply time alerts and messages.
  • All dialogues are noted in the system and attached to the customer’s CRM record.
  • Send emails to the customer directly. Also, mark emails as replied in the linked marketplace channel.
  • Create templates to reply to typical support queries, so to speed up response times and reduce workload.

Get on-board

At Cloud Commerce Pro, we understand every business is unique. Not only do we just develop software, but also want to understand your processes and needs, in order to provide a bespoke service tailored to achieving your goals.

Our unique, on-boarding approach offers an on-site consultation. Let alone our advice and training designed to help your business grow.

  • We meet all essential members of your team and understand how each fits into your fulfilment workflow.
  • We explain our system features in detail, and how to tailor them to your work processes.
  • Create an implementation / migration project plan, to set targets and expectations.
  • Discover key issues you are facing as a business, to offer help and advice, using our years of retail experience.
  • Identify potential areas to reduce costs while improving sales and revenue.
Learn more about on-boarding here