Use customer context, timely messages and AI-powered service to give customers a reason to come back after the first order.
Ecommerce brands that connect with us
One view of each customer lets service, marketing and payments pick up where the last one ended.
Let AI handle routine requests and give your team the full context to take over the rest.
Use profile data and predictions to send the right message to the right customer.
Connect customer data, marketing, service and payments in one platform, so every interaction builds on the last. Start with the product that fits your biggest challenge and add more as you grow.
Every order, product view, conversation and payment event is written to one customer profile.
Predictions show what a customer may want next, so marketing, service and payments act on the same picture and hand over without starting from zero.
Online shop, orders, products and service events in one profile.
Predictions for next purchase, timing and channel preference.
Marketing, service and payments act on the same context.
Create personalized campaigns from what each customer bought, viewed and returned, and send them once the customer has agreed.
Visual workflows triggered by rules or predictions
Campaigns on WhatsApp, SMS, RCS and email, built without code
Predictions for next purchase, timing and channel preference
Answer customer questions with AI agents on your channels, and pass the conversation to your team when a person is needed.
AI agents on WhatsApp, RCS and voice
Answers from your connected order and product information
Handover to a person with the full conversation history
Offer online payment methods at checkout and send payment links by message, email or QR code, all processed by us.
Online checkout with local payment methods
Payment links that work inside a chat
Recurring payments for subscriptions and refills
Send customer messages over WhatsApp, RCS, SMS, email, live chat and voice, from one place.
One connection for every channel, now and later
RCS with verified sender, read receipts and rich cards
Event-triggered messages from your order and carrier systems
An order has moments before, during and after delivery where customers need an answer or a reason to return. Pick the one to improve first and see what changes for your customers and your team.
Let AI answer routine questions such as where an order is, using your order data. When a question needs a person, your team gets the full conversation and picks up where the AI stopped.
Tell customers when a return arrives and when the refund is paid, on the channel they use. Let AI explain the status when they ask, and pass exceptions to your team with the whole conversation.
Answer product questions from your own product information. When a customer needs a person, pass over the whole conversation, and close the sale with a payment link in the same chat.
Show each customer what they are likely to want next, based on what they bought and viewed. Send it as a personalized message on the channel they use.
Send a usage tip after the first order, then a refill or add-on that fits what the customer bought. Time each message to how the product is used, not only to the purchase date.
For us, it's essential that all communication – whether it's a call, email, chat, social media, or WhatsApp – is managed from a single environment.
In some countries you see more emailing, others calling, while the chat as we have implemented is also widely embraced. It's great to be able to serve all those countries from one dashboard in their preferred way thanks to Mobile Service Cloud from CM.com.
We were just fighting to get things done. We had to act to become future-proof. There is no growth without innovation, so you make sure everyone is aligned and informed, and you keep moving forward.
Ecommerce brands use CM.com to answer questions faster, convert more customers and earn more after the first order.
Of YourSurprise where-is-my-order questions resolved by AI
Of BERG chats resolved without a human agent
Winparts conversion rate with live chat, up from about 4%
Of YourSurprise inquiries handled by AI, in 72 languages
Yes. Start with the part that matches your biggest challenge, such as marketing, service or payments, and add more as you grow. Choose a first use case, agree on a baseline and connect the data it needs. Starting with one part may still need integrations with your existing systems.
More teams can use the same relevant customer context. Marketing can account for service events, service can see operational information and payment status can guide communication. The exact connections depend on your implementation.
Yes, through the available integrations and APIs. Review the webshop, product, order and payment systems your chosen use case needs before you agree the scope, because available data, permissions and integrations decide what can be automated.
Read moreWhen you decide it should. You set the requests and actions the AI agent can handle and define when to escalate. The employee then gets the conversation and the relevant context in the shared inbox to continue.
Against a baseline you agree before launch. Use resolution and handling time for service, conversion and incremental margin for campaigns, and completion rates for payments.
CM.com is headquartered in the Netherlands and processes data within the EU. GDPR compliance is the default setup, not an add-on.
Read moreIt depends on your first use case, data access, integrations and internal preparation. An ecommerce expert can help define the scope and a realistic implementation plan.
Pick the moment that costs you most today: a late delivery, an open refund or a second order that never comes. We show how it runs on your own order data.
Most Black Friday customer service volume comes from a short list of questions: where is my order, when will it arrive, how do I return this. Two AI agents can take that repeat work over, so your team can help the customers who need real attention.
Whether it’s a packed retail store on a Saturday afternoon or a crowded festival at peak hour, the moment the network drops, everything changes. Queues build. Payments fail. Sales stop. What now?
Retailers are largely unaware of who their customers are, especially in brick-and-mortar stores. This is a problem. In a world dominated by data, retail faces an interesting challenge. How to inform strategy and decision making when the vast majority of shoppers choose to remain anonymous by avoiding joining loyalty programs?
The way consumers search for and process information online is rapidly changing thanks to AI. Where we used to type in search terms, scroll through dozens of results, and manually filter them, we are now getting used to having conversations. With ChatGPT, Google’s AI features, and other assistants, answers come faster and are more relevant. That same way of interacting is now taking over e-commerce at high speed. For retailers, this is the moment to step in: the webshop as we know it—where customers have to actively search themselves—is giving way to personal conversations that directly lead to action.
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