TradeIT

ecommerce platform

Customer Service

Helping merchants deliver superior customer service

tradeit’s customer service toolset centralises the management of ordering and customer service processes. Using the customer service toolset Merchants can process telephone & mail orders, manage returns, refunds, exchanges & customer service issues, while customers are empowered to manage their own account, orders (past and present), preferences and personal information.

The customer service toolset has two core components:



Customer Self-Service (My Account)

tradeit’s customer self-service feature reduces the load on your business by empowering your customers with an enhanced set of tools that help with manage their account and orders. The enhanced my account provided to customers is powerful and flexible feature for both B2C and B2B ecommerce sites.

Features:

    Customer Account

  • Change password
  • Update set preferences
  • View credit limit and outstanding balance (B2B ecommerce sites)
  • Submit service request form

    • Saved Baskets

  • View your saved baskets
  • View all saved baskets (B2B ecommerce sites with master and sub accounts)
  • Add to a saved basket contents to current basket
  • Delete a saved basket

    • Quick Order Pad

  • Create orders quickly by adding the product codes and quantities required
  • Upload CSV with product codes & quantities required for the order

    • Manage Members (B2B)

  • View other sub-accounts within your organisation
  • Delete other sub-accounts
  • Add new sub-accounts
  • Edit sub-account holder permissions (can create orders but not place them)

    Previous Orders

  • View a summary of your previous orders
  • Check amounts, status and drill down for details of individual orders and the member who submitted the order if B2B ecommerce
  • Export as CSV & Print details of previous orders

    • Back Orders

  • View details of items on backorder
  • Search for a back order using the order reference number, the original PO reference you assigned, over monthly periods or within a custom date range
  • Export as CSV & Print details of back orders

    • Account Statements

  • View statements (e.g. invoices, credit notes etc.)
  • View transactions, amounts details and balances
  • Request duplicate invoices
  • Make payments online to settle accounts

Get in touch...
Complete our enquiry form or Call us on +44 1865 880 800



Call Centre

tradeit’s call centre tools enable merchants to process telephone and mail orders, return stock, refund customers / raise credit notes & exchange goods. The call centre screens also allow users of the system to login on behalf of customers to check the status of their orders, view their order history as well as place orders for customers, enabling you to resolve customer service issues effectively and efficiently.

Merchants can fully manage customer accounts to deliver a better level of service for both B2C & B2B account types.

Features:

    Mail Order & Telephone Ordering (MOTO)

  • Place orders on behalf of customers
  • Process returns, exchanges, refunds / credit notes & goodwill gesture

    • Customer Service

  • View orders and their status
  • View / manage customer details
  • Create an account for a customer
  • View back orders
  • View statements (e.g. invoices)
  • View all saved & abandoned baskets
  • View customer wishlist

    • Specific B2B Features

  • Create orders quickly by adding the product codes and quantities required
  • Upload CSV with product codes & quantities required for the order

    • Manage Members (B2B)

  • Set a specific price list for a customer
  • Set a minimum order value for a customer
  • Set a credit limit for the customer
  • Enter specific payment terms for a customer
  • Set whether a purchase order is required or not
  • Create and manage company accounts

    Call Centre Staff

  • Multiple call centre users can access the call centre tools using the platform-wide roles based permissions system. This means that internal and external teams can be given controlled access to the call centre.

    • Customer Accounts (B2C & B2B)

  • Search for customers using various filters such as customers by domain or channel that they registered through, search by default language, by price list, date that the customer record was created, account enabled, management status, by direct report & by company
  • Enable or disable a customer account
  • View / edit a customer’s personal details
  • View / edit authentication details
  • Enforce change password on login
  • View, add and edit addresses for a customer e.g. default billing, default shipping and alternative shipping addresses
  • Configure customer specific attributes
  • View stock notifications & wishlist products for a specific customer
  • Associate a customer to a specific customer group or groups

 

Get in touch...

For more information on Red, our tradeit ecommerce platform
and how we can help your business...
Complete our enquiry form or Call us on +44 1865 880 800