Contact Center Solutions Featured Article

June 08, 2010

MarketLive Unwraps Customer Care and Order Management (CCOM) Solution

By Brendan B. Read


Customers are more demanding than ever before and rightfully so. It is their money that is paying the suppliers' bills. They want and expect quality products and services and have them delivered when they were promised. In most cases customers are understanding when unforeseen events happen, such as a major traffic tieup on their delivery route or a derailment of railcars carrying production parts. In return if they are satisfied they will reward firms with loyalty, willingness to buy more items and they will provide referrals to their networks, becoming raving fans over the social media. 
MarketLive will be helping companies meet the needs of demanding customers and in turn winning their loyalty and referrals with its new MarketLive Customer Care and Order Management (CCOM (News - Alert)) solution. The solution is designed for, and integrated with, the latest version of the MarketLive Intelligent Commerce Platform.
 
MarketLive (News - Alert) CCOM gives contact center agents the tools and information they need to provide high quality customer service. Through a complete view of customer history, order status, and account information, agents 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 enables them to up-sell and cross-sell 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 [customer service representatives a.k.a. contact center agents] 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 enables placing 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 MarketLive Order Management features include: 
  • Order capture and processing (website, phone, e-mail and fax)
  • Payment processing and transfers through standard payment gateways
  • Inventory management through automated inventory queries
  • Promotion integration and product information allowing agents 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 agents 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 e-mails simplify agent-to-customer communications and enable consistent messaging and offers
  • Product, price, and promotion information is available to agents 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 (News - Alert) Excel. Common reports include sales settlement and activity, orders, returns and exchanges, and customer and agent 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 (News - Alert), 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."
The new MarketLive Intelligent Commerce Platform version features the MarketLive Expanded Search Solution that optimizes onsite merchandising with powerful navigation, faceted search, refined search, and advanced search configuration tools. It advances onsite search without the need of third-party products. The solution is fully integrated with the MarketLive platform and is built specifically for the needs of mid-sized specialty retailers. It improves the ability for shoppers to find the exact products they're looking for and drives higher customer conversion rates. 
The MarketLive Expanded Search Solution's faceted search capabilities enable shoppers to search by product name, category, price, size or other attributes. Quantity of results and search "breadcrumbs" guide shoppers to products they wish to buy. Refined search provides "did you mean," autosuggest and keyword redirect capabilities. Additional search functionality guides shoppers via a thesaurus, word stems, spelling corrections, relevancy and field weighting, results scoring and pagination, term queries, and pre-sorted results that can be cached on the site. 
Also in the Intelligent Commerce Platform is the MarketLive Content Solution. It gives retailers the ability to leverage content from a variety of sources, syndicate content across affiliate sites and social media outlets and optimize content across websites, mobile devices and e-mail. Integration with the MarketLive merchandising engine enables related content for cross-sells and up-sells to be optimized on the site, in marketing campaigns and along the paths to purchase. The MarketLive Content Solution simplifies the production and reuse of specialty content pages and micro-sites such as recipes, how-to guides, warranty information and tips and tricks. The solution includes a powerful content publishing engine that is aware of segmentation and personalization, and enables utilization of rich images, video and multimedia content. 
Finally, the new version of the MarketLive Intelligent Commerce Platform includes new MarketLive Advanced Testing capabilities. Through a simple, integrated interface, retailers can perform A/B and split-testing on a wide variety of page elements, entire pages, style sheets and content variations.  The Advanced Testing Solution is native to the MarketLive administration interface and produces easy-to-interpret results for optimal merchandising and conversion.
 "Our merchants require advanced solutions that improve customer conversions, engage shoppers, and differentiate their sites from the competition," said Pierce. "Our 15-year history and broad online retailing experience gives us an unmatched understanding of retailers' most critical needs. We are dedicated to delivering highly-effective, integrated solutions that meet these needs. The MarketLive Intelligent Commerce Platform provides a wide array of solutions designed specifically to help mid-sized specialty retailers attain optimal growth and success."
 
 
 

Brendan B. Read is TMCnet's Senior Contributing Editor. To read more of Brendan's articles, please visit his columnist page.

Edited by Alice Straight


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