The Challenge
Online retail customers consistently cite the quality and timeliness of vendor communication as one of the most important components of the customer experience. What's more, message response is referenced time and time again in seller ratings and feedback scores. But lack of response, late replies, duplicated replies or errors in customer or order association plague so many online retail customer relationships.
Picking up, reading and responding to customer messages can be time consuming for vendors when selling through a single sales channel but when you sell through multiple sales channels, the laborious process of logging in to multiple web applications, downloading and refreshing messages, searching through message threads and negotiating character limits become the stuff of nightmares!
To make matters worse, if you need to look up customer order or contact histories before taking an action, the process can be very complex indeed, involving moving between multiple screens and menus. Imagine if you managed your email or other communications this way. It’s no wonder messages are missed and errors are frequently made.
Most of us have become accustomed to unified messaging with a single piece of software being used to draw on all of our messaging accounts and repositories, displaying them and facilitating interaction and response from a single user interface. So, when so much is at stake, why can’t the same be achieved with eCommerce messaging?
ChannelGrabber’s eCommerce Messaging Solution
ChannelGrabber's eCommerce messaging solves these problems by providing a single, fully-integrated system with one user interface, and one location from which you can manage messages to and from all of your outlets.
That’s because ChannelGrabber integrates seamlessly with your webstore, eBay and Amazon. It enables you to manage your customer communication with speed, efficiency and accuracy.
Features
Simple Ebay and Amazon Message Management
ChannelGrabber is fully integrated with eBay and Amazon messaging systems to read and track messages sent to and from customers.
Automatically link Messages with Orders
Received messages are automatically linked directly to the customer or order they’re referring to, saving time and eliminating mistakes.
Mark your Messages
Easily see all messages awaiting a response and mark messages as resolved when no further action is required. This creates a simple workflow that you, and your staff, can easily follow.
Message Assignment
Assign messages to team members to track interaction and resolution and improve response times for customers.
All of your Messages in one place
You no longer need to log in to multiple systems or websites to receive, read and respond to your messages. With all of your messages in one place, you can assign them to different staff members to track interaction and avoid omission or duplication. You can also mark messages just as you do in your email browser to show their status. What's more, because ChannelGrabber is much more than a messaging solution, all of your customer contact and order histories can be linked automatically and viewed with a single click, straight from the message.
Benefits
Multiple sales channels, one system
Managing messaging from multiple sales channels, all from one location, improves efficiency and means you don’t have to log in to every store or marketplace to retrieve your messages.
Avoid duplication or omission
By assigning employees to specific messages, ChannelGrabber helps you keep track of who is dealing with what issue, ensures none are missed and prevents any message from being actioned more than once.
Everything at your fingertips
Save valuable time
Improve customer satisfaction
More than just a Messaging System
ChannelGrabber is a complete end-to-end solution for all online retailers, also handling inventory, orders, invoicing and shipping across multiple sales channels.
There’s more to ChannelGrabber than Messaging
Size doesn’t matter
It doesn’t matter if you’re just starting out, a few years down the line or shipping orders by the boatload, ChannelGrabber grows with your business. Its adaptive, intuitive processes ensure that no matter how many customers you have, how many orders they place and how many messages they send, we can make it more manageable.
Substantial time savings can be achieved no matter how big you are. Think of us as an extra member of staff, but at a fraction of the cost!
Seamless Integration
ChannelGrabber integrates with all of your favourite marketplaces, webstores and shipping carriers and our list of integration partners is growing all the time.
