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tradeit next generation ecommerce platform
Utilising the dedicated Call Centre and Mail Order /Telephone Order (MOTO) tools within the tradeit ecommerce platform, merchants will be equipped to handle customer orders and customer enquiries originating from mail, telephone or in-store channels more effectively and efficiently.

Call Centre/MOTO/Order In-Store features

Single Customer View

Process orders via mail, phone or in-store (on a tablet device or kiosk), alongside all orders via your ecommerce channels giving you a single view of all customer activity and streamlining your order management. Customers can then access all order history via login to their My Account.

Secure Payments

Integrate with services such as PCI-PAL Agent Assist meaning payments over the phone or in-store are completely secure with staff never having access to sensitive information such as payment details or passwords.

Customer Details

View / update a customer’s details including billing address, delivery address, personal information, wish list and log in details. Create orders under those specific customer accounts or as an anonymous customer.

Offers & Promotions

Any qualifying order created via one of these other channels (mail, telephone or in-store) can still have any current and relevant online offers applied to it, if the merchant wishes.

Searching for Customers

Search for customers using their email address, postcode, telephone number and last name, and quickly retrieve information.

Viewing Orders

View all of a customer’s order history, details of individual orders and check the statuses of orders on their behalf.

Processing Returns, Refunds & Replacements

The returns functionality works in conjunction with a Warehouse Management System (WMS) or ERP. Once the returned goods are received by the warehouse, the warehouse notifies tradeit of the returned items and a return is created in the administration system. Once this is done, admins can use tradeit ’s Order Management System (OMS) / Call Centre & MOTO tools to approve or reject the return. If the return is approved either a refund is issued back to the customer’s card or a replacement order is created. The action that is taken is typically determined by the customer as indicated on the return slip that accompanies the returned item(s).

Customer Query Management

Deliver a better level of customer service by having a 360° view of your customers

The Call Centre and MOTO tools enable staff to process customer orders from offline channels and resolve customer service issues more efficiently. Having a complete view of the customer means that key data is no more than a couple of clicks away and is presented in a user friendly way.

Controlled access directly through the storefront

Call centre staff, customer service agents and administrative personnel can be given controlled access to the platform’s Call Centre and MOTO screens. The screens are accessible directly through the storefront and all that you need to do is log in as a customer would, but using your special login credentials.

Handle new and existing customers

Once logged into the call centre you have the option to either login as a specific customer or to login as an anonymous customer. Logging in as a specific customer gives you access to that customer’s ‘My Account’. This allows staff to view and amend certain details pertaining to that customer, their account and their orders past and present, whilst logging in as an anonymous customer means you can carry out these tasks as a guest user. All sensitive customer information such as passwords and payment details is kept from administrative staff at all times.

Find out more about tradeit's Call Centre/MOTO/Order In Store features

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