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A CRM designed for Multi-channel Selling
For multi-channel retail businesses to succeed, particularly on Marketplaces, they need to be customer focused and quickly and effectively manage every customer interaction. All communication needs to be timely and accurate, from sending order confirmation, despatch notices to responding to queries.
Your Cloud Commerce Pro system is designed to keep you organised in 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, and their order history at your fingertips. Whenever or wherever you need them.
CRM Features
Find Customers
Quickly search customer records using – email, postcode, order No, invoice No, eBay ID, tracking number or Amazon Order No.
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Order History
Having the full order history of every customer gives you a single customer view, whether they ordered in-store, eBay or Amazon.
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Notes and Logs History
Deliver clear and consistent communications having stored all notes and messages from the customer to or from any team member.
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Trade Customers
Simple create Trade customers, add them to a specific Trade Channel, giving them access to product ranges and discounts.
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Watch List
Identify orders from a list of customers in the despatch queue, allowing you to prioritise them or handle differently.
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Edit Orders
If a customer calls in after making purchase, you can quickly and easily locate the order, and make a change before despatch.
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Refund & Returns
Process returns and refunds through the CRM, recording all messages and activity, while adding item(s) back into stock.
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Message Centre
All conversations through the Message Centre is recorded in the CRM, allowing you to filter and read all historic communication.
How do you manage emails and communications from all your marketplace mailboxes?
Manage emails from customers in one Message Centre
Responding promptly to customer queries and complaints can directly affect customer satisfaction and whether they leave a negative review. Research suggests, messages responded to within 24hrs receive 50% less negative reviews.
Seller reviews not only have a huge impact on driving sales but whether a seller can reach the “Buy Box” in Amazon. In order to succeed as a seller on Amazon, it is vital that you regard customer “contact response times” (CRT) as a priority.
Aggregate all in-bound emails for eBay, Amazon and ecommerce websites into one message centre.
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Emails are automatically identified from the sales channels, where the order was placed.
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Messages are tracked and prioritised in order of last response time, with alerts and messages showing reply times.
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All communications are documented by the system and attached to the customers CRM record.
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All emails are directly sent to the customer and marked as replied in the linked marketplace channel.
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Create templates for replying to typical support queries, to help speed up response times and reduce work load.
Get on-board
At Cloud Commerce Pro we understand every business is unique. We don’t just develop software, we 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 onsite consultation with 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.
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Explain in detail the full set of system features to show how they can be tailored to your working processes.
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Create an implementation / migration project plan, to set targets and expectations.
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Discover key issues you are facing as a business, to offer help and advice, using our years of retail experience.
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Identify potential areas to reduce costs while improving sales and revenue.
