Mobile Service Cloud for Retailers.

Your full-service start to optimized customer service in retail.

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The Easiest Way to Improve Customer Satisfaction

Consumers have become comfortable with buying online, raising their standards for online service. Competition is fierce, with giants like Amazon disrupt traditional eCommerce.

New mobile channels for interaction seem to emerge daily. Though the rapid changes in eCommerce may seem overwhelming, these trends offer great opportunities to grow your business if you use them wisely.

The Mobile Service Cloud contains everything you need to efficiently handle all incoming messages on all messaging channels, or send notifications. Improve CSAT, FCR, AHT and NPS, offering a customer experience that keeps customers coming back.

  1. Disclose All Messaging Channels

    WhatsApp Business, Apple Business Chat, Viber, SMS. The list goes on. Add any channel you need. Handle all conversations from one inbox with rich customer profiles.

  2. From Conversation to Conversion

    We offer more than great customer service. Even turn a conversation into a sales opportunity with in-channel payments.

  3. Chatbot for Efficient Support

    Removing all hurdles and repetitive processes. Setup out-off-office messages, quick replies, and even a chat bot to save valuable time.

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Why Is Customer Service Important in Retail?

What makes retailers succeed? They offer a great customer experience to keep shoppers coming back. Making shoppers wait for answers on questions like 'Where is my order?' or 'How do I get a refund?' isn't part of that. Nor is asking shoppers to repeat themselves, if they switch between channels or a ticket needs to be reopened.

You need to know your shopper, including prior chats. Including touch points with marketing. This requires smart customer profiles, clear overview of chats per channel, automated quick replies, proactive personalized notifications, in-channel payments, and even a chat bot.

Happy customers

Ways to Improve Customer Care in Retail Throughout Channels

If the marketing teams delivers an omnichannel experience to draw customers in, customer care agents are asked to support customers across those channels as well. That means you can no longer rely just on Email or FB Messenger. Availability on Apple Business Chat, WhatsApp, even Viber and SMS is the new standard.

Customer Contact offers all popular messaging channels in one intuitive dashboard. Filter on oldest messages, hand over conversations, add quick replies. Answering recurring questions will never be necessary again. And with proactive notifications, you can answer questions before they're even asked.

Omnichannel customer care

New Channels About to Change eCommerce

You need to be available on the channels that are actually helpful to your customers. And this need doesn't just come from a need for availability. Adding these innovative new channels actually allow your brand to offer an exclusive experience.

Expand your Mobile Service Cloud with new messaging channels, like RCS, or Apple Business Chat with its Augmented Reality (AR) feature. With AR, Luxury brands will offer new challenges for customer service teams. Just select the channels you want to add, and start the conversation.

Video Source: CNN

Immediate Response: Let Our Chatbot Handle It

Online retailers need to deliver world-class customer service if they want to remain relevant to the modern day shopper. For most customers, great service means quick service. 90% of customers say an immediate response as an important part of the customer experience.

Luckily, the CM Bot gives customer service teams the ability to give a quick response to those questions the Bot can easily handle, and hand over conversations that require human interaction. This gives your agents a chance to properly handle their conversations, and customers a quick response on those recurring questions.

cm chatbot

More Than Chat | From Conversation to Sales Opportunity

Of course, offering great customer service is indispensable for your business' success. Still, you wouldn't be in retail if you didn't have something you want to sell. What if we told you that customer conversations allow for a whole new way of selling your products?

Is a customer asking to return a product? Why not offer an alternative he can pay for right in the chat? Or how about consumers looking for product recommendations? Or up- or cross selling products starting from a conversation in a previous sale? Thank to the in-app payment solutions, you can easily turn each conversation into a successful conversion.

Pay in WhatsApp

The Mobile Service Cloud

Build your customer care suite with this set of tools to integrate your brand into consumers’ every day lives. 

Customer Contact
Handle All Conversations From One Clear Dashboard

One solution for your messaging channels, using intuitive customer support software, combined into one inbox for all conversations. Start with Customer Contact, and expand from there.

Messaging Channels
What Channels Do You Want to Offer?

SMS, WhatsApp, RCS, Viber, Facebook Messenger, Twitter, Telegram, Apple Business Chat. What channels will you select?

Chatbot
Enrich Customer Contact with the CM.com Bot

New to chat bots? We're here to help you build, improve, and maintain your bot.

One solution for your messaging channels, using intuitive customer support software, combined into one inbox for all conversations. Start with Customer Contact, and expand from there.

SMS, WhatsApp, RCS, Viber, Facebook Messenger, Twitter, Telegram, Apple Business Chat. What channels will you select?

New to chat bots? We're here to help you build, improve, and maintain your bot.

Build Your Mobile Service Cloud

  1. Expand your reach with channels

  2. Add features like a bot and payments

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