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 supports in-house and third party Call Center Sales. In-house Customer Service Agents or Sales staff have specialized user access to perform customer lookup and order entry to place new sales orders into OrderDynamics. Staff can look up and start the sales process from the beginning or continue the process from a saved shopping cart. The Call Center is configured as a separate eStore, providing all per-eStore features to the Call Center such as pricing, promotions, order processing, and more allowing online retailers to have different rules and flexibility for phone orders. Many merchandising tactics are available that prompt the Customer Service Agent for cross sell and up sell options to their customer over the phone. Management access is also used to provide pricing overrides and Sales Management 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 online retailers the flexibility to use multiple call centers around the world that suit their needs 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 your Customers and Orders that have a defined workflow and complete communication history associated to them. 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 logging in to the store front. Subsequent case updates by the customer can be done entirely over email, saving them time, while OrderDynamics includes a complete record of communications between the Customer and Internal staff in the case file. OrderDynamics also has a rules-based engine that automatically creates cases for system events that facilitate proactive communications with Clients and sales closure.


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
  • Separate Pricing, Promotions, Bundles, for Call Center
  • Dynamic Merchandising cross sell and up sell for Call Center
  • Customer look up through saved shopping cart or new entry
  • 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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