MarketLive rolls out new customer care and order management solution for midsized retailers

By CRM Management Editors | Jun 15, 2010

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MarketLive, Inc., eCommerce software and service provider for midsized specialty retailers, recently 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.

MarketLive CCOM gives customer service representatives (CSRs) the tools and information they need to provide better 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.