It's a well-known fact that keeping customers costs significantly less than winning new ones, so let’s satisfy that customer you worked so hard and spent so much to win!

At Vcommerce, we understand the importance of customer relationships. A 5% increase in customer retention and subsequent referrals can produce as much as a 35-125% increase in profits. Conversely, the cost of poor customer service is also staggering. Two-thirds of all customers will abandon a brand due to a single negative interaction.

To improve the shopping experience, Vcommerce has built a world-class customer service platform and supporting services to ensure customer satisfaction and maximize profitability. Like all Vcommerce solutions, customer service can be tailored to fit individual business needs.

For this reason, so many of the world's leading online companies, who are customer-focused, have partnered with Vcommerce. We do more than just manage customer service. We help companies build strong relationships and brand loyalty, which lead to an increase in sales and revenue.

Vcommerce Response Center Our response center is tightly integrated into the Vcommerce platform and can provide a completely branded, 24x7 experience. Our integrated solution means every touch point can be customized for each of our clients - including branded confirmation messages, automated email response management, custom business processes, as well as the customer service scripts.

Customer Service Agent Tools At the core of any customer interaction is our easy to use Vcommerce Customer Service Agent tools. These sophisticated interfaces allow quick navigation of customer, order, shipping status and tracking numbers, issue details and other important information. Additionally, once the right information has been researched, the appropriate action is just a click away. From processing returns or canceling orders to opening issues or attaching notes, it’s all within easy reach.

Self Service Interfaces The web is a place of independence. Integrated within the Vcommerce eCommerce Storefront are tools that allow your customers to self-serve issues and get quick answers and actions. From getting Return Authorizations to updating account information to editing orders, it’s all just a click away for your customers. Additionally, custom solutions such as membership renewals, can be added to further support your business objectives.

Email Response Management When looking at customer service, it is critical to constantly look for ways to reduce expensive human interaction with a customer. Our optional automated email response management solution provides a sophisticated rules-based system that provides highly relevant and high quality responses. Each incoming inquiry is individually analyzed and appropriately resolved with intelligent responses that are continuously tuned as more lessons are learned from your customers.

Live Chat & Co-Browse Vcommerce clients can also opt to leverage real-time, interactive communication capabilities between your customer service agents and your customers. Features such as web page push, agent assistance and response optimization, custom business rules, intuitive agent interfaces, tabbed interfaces to simultaneously support and manage multiple chats, supervisor monitoring and service analytics allow you to efficiently and effectively support your customers’ needs.

Issue & Case Management Only a small percentage of orders should require exception handling. However, a significant portion of operating expenses can be attributed to managing those few exceptions. By closely monitoring all transactions, Vcommerce maintains a very low percentage of exceptions, to reduce costs, increase efficiency and maintain customer satisfaction. In addition, the Vcommerce platform can be configured to automatically resolve issues without human intervention based on your business rules, or open issues for manual resolution.

Overseas Outsourcing Options Sometime outsourcing all or a portion of your customer service activities to an overseas group can make a significant financial difference. It is critical that this extension of your customer service organization not only have the tools to access accurate information in a timely manner, but also that they are continuously trained and monitored. Vcommerce can help ensure that your overseas activities are highly productive and not destructive.