Delivers 360-Degree Customer View for Optimal Service, Order Management, Cross-Selling, and Up-Selling Through the Entire Customer Lifecycle
PETALUMA, CA--(June 07, 2010) - MarketLive, Inc., the leading eCommerce software and service provider for midsized specialty retailers, today unveiled the MarketLive Customer Care and Order Management™ (CCOM) solution. The solution is designed for, and integrated with, the latest version of the MarketLive Intelligent Commerce Platform™, released today. MarketLive CCOM gives customer service representatives (CSRs) the tools and information they need to provide world-class customer service. Through a complete view of customer history, order status, and account information, CSRs can easily answer questions, track shipments, place orders, check inventory, and process returns and exchanges. In addition, access to complete product catalogs, pricing, and promotions enable up-sells and cross-sells with every customer interaction.
"Customer care and order management capabilities are essential in providing the exceptional service that brings customers back," said Ralf VonSosen, Vice President of Product Management for MarketLive. "Giving CSRs and retailers complete information helps them meet customer expectations and efficiently manage inquiries. Most importantly, it provides the relevant information that is needed during customer service interactions."
The MarketLive CCOM solution comprises two integrated modules that work in tandem. The MarketLive Order Management Module provides a configurable and easy-to-use interface for managing and servicing orders and customers. The solution streamlines customer inquiries such as order status, shipment, modification, cancellations, returns, and exchanges. It also provides the ability to place new orders quickly by entering product SKUs or searching the product catalog. MarketLive Order Management integrates with back-end warehouse, inventory, and financial systems and is fully configurable to meet the specific needs of midsized retailers.
Additional features include:
· Order capture and processing (website, phone, email, fax)
· Payment processing and transfers through standard payment gateways
· Inventory management through automated inventory queries
· Promotion integration and product information allowing CSRs to answer customer questions and offer alternative products
The MarketLive Customer Care module enables superior service and maximum customer satisfaction. Instant access to essential customer information and history allows CSRs to successfully interact with customers. Other features include:
· Complete customer history, including current and past orders and interactions, provides context for informed interactions and maximum customer satisfaction
· Personalized transaction emails simplify CSR-to-customer communications and enable consistent messaging and offers
· Product, price, and promotion information is available to CSRs for customer up-sells, cross-sells, and out-of-stock alternatives
The MarketLive CCOM solution comes standard with robust reporting for simplified control and optimization of customer service staff and resources. Rich monitoring, measurement, and activity tracking, allows retailers to optimize resources and fine-tune operations. The information is easily accessible in standard reports or can be exported to Microsoft Excel. Common reports include sales settlement and activity, orders, returns and exchanges, and customer and CSR activity.
"Our customers are looking for an out-of-the-box customer care and order management solution that is integrated with the MarketLive platform," said Mark Pierce, CEO of MarketLive. "The availability of our robust Customer Care and Order Management solution demonstrates MarketLive's ongoing leadership in providing powerful solutions that help our customers build their businesses."
Since 1995, MarketLive, Inc. (www.marketlive.com) has provided enterprise-class eCommerce retail technology and services that help fast-growing companies successfully sell goods and services online. Designed to meet the unique requirements of catalogers, retailers, direct marketers, and manufacturers, the extensible MarketLive® eCommerce Suite and MarketLive's best practices-based Intelligent Selling™ methodology enable merchants to enhance their customers' experience online while dramatically improving acquisition, conversion, and retention rates. The MarketLive platform is the most retail-targeted, fully featured, customizable eCommerce solution on the market today. MarketLive powers successful retail eCommerce sites, including Peruvian Connection, Bon-Ton Stores, Sports Chalet, Vanity Shops, Gaiam, Helzberg, and Party City, Armani/Exchange and many others.