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Managing several marketplace accounts and websites can be time consuming and complex when having to support sales and customers service queries throughout the day. However, responding quickly can offer major benefits, especially on marketplaces such as Amazon.
Cloud Commerce Pro can help you manage and respond to all sales and customer support queries. From one central location, you can view all your accounts such as eBay, Amazon and private emails. Quick access is available in providing presenting a single customer view to previous orders, customer details and message history.
Improve business with a better communication strategy
Whether pre- or post-sales, it is important to maintain effective communication. This is in order to build confidence in your brand and to develop future advocacy. For ecommerce and marketplace retailers, the communication process can be broken down into two categories:
Pre-sales Communication
Potential customers need to feel a level of confidence and trust when purchasing online. Your communication needs to be effective, to persuade users to part with money in a few clicks.
You can achieve this by producing great on-site content, product descriptions and responding effectively to any pre-sales questions.
Post-sales Communication
Once a customer has parted with their money, it is imperative to keep up the effort of good communication, whether they are buying directly from you or through a marketplace channel.
By creating loyalty and advocacy with customers, can make a small ecommerce business into a serious player.
Amazon is one example where good communication pays off. By responding quickly to customers and keeping them happy, it improves your ‘customer metrics’ and seller rating. All of which helps to win the ‘buy box’ and gain your products more visibility.
The key to effective communication is being clear, concise and responding in a timely manner. However, you also need to the tools to help you do this.
Our Solution: Multi-channel Message Centre
Cloud Commerce Pro’s Multi-channel Message Centre is a smart feature to group all your mailbox communications into one. It identifies each email using the sender’s email address and matches it to a customer record. Therefore, you can quickly get a full picture of their order history & respond accordingly.
Rules are available to prioritise message types and set reply timers. This lets you receive alerts to messages that require an urgent response. As research suggests, by replying to messages within 24 hours, you are 50% less likely to get a negative review. You can also translate and responses in multiple languages instantly. As a result, the Message Centre stores the translations in the customer’s CRM record automatically.
Other features include:
Aggregate all in-bound emails for eBay, Amazon and ecommerce websites into one message centre.
All communications are documented by the system and attached to the customers CRM record.
Messages are tracked and prioritised in order of last response time, with alerts and messages showing reply times.
All emails are directly sent to the customer and marked as replied in the linked marketplace channel.
Emails are automatically identified from the sales channels, where the order was placed.
Create templates for replying to typical support queries, to help speed up response times and reduce work load.
See how the Message Centre works:
See how you can benefit…
Quick and Easy Setup
We help and support you through the whole on-boarding process.
Free on-site Consultation
That is, to fully understand your business goals and objectives.
Purpose built for you
Our system saves you doing all the work, unlike off-the-shelf solutions.
Full Training and Support
We create a bespoke training plan, specifically tailored to your needs.
Amazon Repricing
Use rules to adjust your prices in order to stay price competitive.
No User Limits
Our system comes with no user limits. Nor any extra charges by the number of users you have.
Secure Access Anywhere
Access from anywhere in the world, as long as you have an internet connection.
Affordable Monthly Cost
Low, fixed monthly costs and rolling contract. Also, no hidden pricing.