Call Center Sales and Customer Support
OrderDynamics facilitates customer sales and support process through and integrated
Call Center order entry system and Case Management support ticketing system. Both
are key components to a successful Customer Relationship Management (CRM) strategy
that helps drive organic sales.
Call Center Sales
OrderDynamics has a robust, multi-eStore Call Center module as part of it's Order
Management System (OMS). Customer Service Agents or Sales staff have a fast, single
page checkout screen to perform customer lookup and order entry for placing new
sales orders into OrderDynamics. Staff can begin a new sale or continue the process
from a saved shopping cart, quote, or other list (like wish list). Each service
plan includes a "Call Center Channel "enabling all per-eStore features for orders
against this channel such as pricing, customers, promotions, order processing, gateways,
and more. The Call Center is also fully multi-site & multi-brand aware, allowing
for "Site Impersonation" where the order is entered as a frontend order using all
per-eStore settings for that frontend (shipping rates, branded emails, pricing etc.).
Some online merchants may use the Call Center channel as their "POS Lite" (point of sale).
Many of the same frontend merchandising tactics are available in the Call Center
and prompt the Customer Service Agent for cross sells and up sells. Management access
provides pricing overrides and other sales management needs including detailed sales
metric reports by Customer Service Agent, Promotions, etc.
For third party Call Centers, OrderDynamics can provide secure user access to their
Customer Service Agents, or simply import sales and customer information from their
systems. This provides flexibility to use multiple call centers around the world
while providing a centralized Order Management System (OMS), Inventory, Sales, and
Customer database.
Case Management (Ticketing)
Providing prompt and accurate Customer Support is crucial to securing repeat sales
and positive word of mouth. OrderDynamics helps its Clients facilitate this through
an integrated Case Management System also known as a Ticketing System. Cases are
records linked to Customers and Orders. The Case Management System is integrated
with email for complete communication history associated with a case. Customer Service
Agents are assigned to cases for a variety of reasons that may include Returns,
Failed Orders, Complaints, or Inquiries. Shoppers can easily create cases by emailing
in or through their My Account section (requires customization). Subsequent case
updates by the customer can be done entirely over email, saving them time. OrderDynamics
includes a complete record of communications between the Customer and Internal staff
in the case record. OrderDynamics also has a rules-based engine that automatically
creates cases for system events that facilitate proactive communications with Clients
and sales closure (for example, when a Paypal order fails).
Call Center Sales and Support Features:
- Integrated Call Center and Case Management (Ticketing) System
- Call Center Order Entry for Sales staff or Customer Service Agents
- Order entry to each Frontend Website or Call Center Site
- Separate Pricing, Promotions, Bundles, for Call Center
- Dynamic Merchandising cross sell and up sell for Call Center
- Customer Also Bought and Related Item Lists
- Inventory status and Sales story per item
- Guided Navigation product search within the Call Center
- Save order (quote) for future
- Customer look up and open saved shopping cart, wish list, or saved quotes
- Call Center order screen used for Order Edits from Order Maintenance
- Third party access or batch import of Call Center sales data
- Cases linked to Customer, Orders, Complete History
- Automatic email linking to Cases for Shoppers to use email
- Configurable Case email response templates (HTML Branded)
- Unified Case and Call Center supports multiple eStores
- System Generated Cases for proactive service management and sales
- Case delegation between staff with Management access
- Detailed Support and Sales metrics by Customer Service Agents
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