CM.com brings the conversation, the order, and the payment into one place, whichever channel the shopper picks, so the answer takes one lookup instead of three.
Trusted by retail & ecommerce teams
These five moments don't happen in order, and they don't happen one at a time. A shopper can hit three of them in the same afternoon, on three different channels, and still expect you to keep up.
A shopper messages your Instagram ad with a question. It sits unanswered until Monday.
A shopper is ready to buy on WhatsApp, but has to leave the chat to pay. Most don't return.
A customer asks where their order is by email, phone, WhatsApp, and gets three different answers.
A return means printing a label, waiting a week, and hearing nothing until the refund lands.
Order volume triples in November. The same three agents answer every channel by hand.
Connect, Activate, Convert and Support all work from the same live customer profile. Here's what each one does with it.
Every channel runs through one connection, and Connect reads what a shopper sends before a person or AI agent picks it up. A WhatsApp question about a product arrives already understood, instead of landing as raw text someone has to sort through.
Automated cart-abandonment and win-back campaigns reach shoppers on the channel they responded to before, without a marketer building each send by hand. The campaign fires the moment the behavior happens, not whenever someone next has time to set one up.
Hosted or embedded checkout for the webshop, pay links over WhatsApp, SMS, and email for conversational sales, and POS terminals at the register for physical stores, all feeding the same order record. Card and online payments settle into one portal, one dashboard, one payout.
Whether the question is where an order is or how a return works, the answer comes from the same order record, on whichever channel the shopper asks. AI resolves the routine version instantly; a person steps in the moment it needs judgment.
A marketing send and a service reply already run on the same live customer profile, not on synced copies that drift apart. That shared context is what lets AI agents resolve the bulk of routine questions on their own, some CM.com retailers automate close to 80% of their chats this way, while people focus on what still needs judgment.
The abandoned cart, the last call to your contact center, and the last payment attempt, before the shopper finishes typing their question.
The return, the refund, and the last service conversation, so the next campaign doesn't re-pitch what just came back.
A WhatsApp product question gets answered right away, instead of sitting until Monday.
A win-back message goes out automatically, on the channel the shopper responded to before.
A pay link goes straight into WhatsApp, so a shopper never has to leave it to check out.
A return question gets answered from the same order record support already has.
An order-status question gets the same answer whether it comes by phone, email, or chat.
A reminder lands right as a customer's product is about to run out, timed to their own usage.
The right payment method shows up on its own, based on where the order's coming from.
Order-status questions get resolved instantly; a person steps in only when it needs judgment.
A WhatsApp product question gets answered right away, instead of sitting until Monday.
A win-back message goes out automatically, on the channel the shopper responded to before.
A pay link goes straight into WhatsApp, so a shopper never has to leave it to check out.
A return question gets answered from the same order record support already has.
An order-status question gets the same answer whether it comes by phone, email, or chat.
A reminder lands right as a customer's product is about to run out, timed to their own usage.
The right payment method shows up on its own, based on where the order's coming from.
Order-status questions get resolved instantly; a person steps in only when it needs judgment.
Fashion returns, furniture deliveries, and grocery substitutions each break in a different place, so the fix does too. Find the category closest to yours below.
Fashion & Apparel
Size charts and return policies differ by brand, so shoppers need a fast answer, not a search through FAQ pages.
Furniture, home & garden
Delivery windows, assembly, and returns on bulky items are the questions that decide whether the sale goes through.
Electronics & Technology
Specs, compatibility, and troubleshooting all land in the same inbox, so the answer needs to be as specific as the question.
HEALTH, BEAUTY & PERSONAL CARE
Ingredient questions, allergy concerns, and subscription changes all need a personal reply, not a generic macro.
GROCERY & FOOD RETAIL
A missed slot or swapped item needs a fast fix before the order arrives, not after.
A question that comes in on Instagram or WhatsApp gets picked up and understood right away, instead of sitting in a queue until someone's back at their desk.
A shipping update, a tracking link, and a return request all run through the same conversation, so the customer never repeats themselves to a different team.
A shopper asks a question on WhatsApp and gets an answer, then a pay link, in the same thread. No redirect to a webshop, no abandoned tab.
A cart left behind or a product about to run out triggers a message on its own, timed to what the shopper actually did, not to a marketing calendar.
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.
The Engagement Platform is ideal for us because it is future-proof. With the data and available tools, we can better advise our customers. At Giga Meubel, everything revolves around customer needs, and at CM.com, our needs as a customer are also central to the collaboration.
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.
AI is not about replacing our expertise, it’s about making it more accessible. The more we work with it, the more we see how it can strengthen the guidance we provide.
We didn’t just want a chatbot on the side. We wanted an AI colleague we can understand and train ourselves, that fits into our systems and really supports both our customers and our team.
Yes, it connects to your existing webshop, so orders, payments, and conversations flow into one profile no matter which platform you use.
Read moreYes. WhatsApp, email, phone, and chat all run on the same live customer profile, so an answer given on one channel is already known on the next.
Yes. Store staff see the same order record your online support team sees, no re-explaining, no printed confirmation needed.
One shared customer profile feeds every channel and every suite, so marketing, support, and payments already know what each other saw, instead of syncing data between disconnected systems.
It resolves routine questions like order status on its own, and hands off automatically the moment something needs judgment.
Yes. CM.com is headquartered in the Netherlands and processes data within the EU, GDPR compliance is built in by default.
Read moreTell us how your channels are set up today, WhatsApp, email, phone, in-store, whatever the mix. We'll show you what one shared customer profile looks like for your team, and where it saves the most time first.
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