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Fusion streamlines customer support from marketplace channels and webstores into one centralized dashboard. Sellers can cut response times, improve customer satisfaction and save on support costs.
Benefits include reducing support time, centralizing all messages from every marketplace, managing large volumes of emails, responding within SLA guidelines, improving efficiency and talking to buyers in real time with WebChat.
|Platforms||Android App, iOS App, Web Based / SaaS|
|Multichannel||Brightpearl, ChannelAdvisor, Linnworks, Skubana|
|Other Marketplaces||Allegro, Cdiscount.com, Etsy, Fnac, Rakuten.co.uk|
|Shopping Carts||BigCommerce, Magento, Prestashop, Shopify, WooCommerce|
|Social Media||Facebook, Twitter|
Exclusive offer for Web Retailer members. Get the details here.
Trial: 14 days
|Starter||Unlimited Users - 500 Tickets||£49 p/m|
|Small||Unlimited Users - 2000 Tickets||£129 p/m|
|Medium||Unlimited Users - 4000 Tickets||£199 p/m|
|Large||Unlimited Users - 8000 tickets (Additional tickets can be purchased)||£299 p/m|
Ecommerce helpdesk system XSellco Fusion is now integrated with inventory management tool Skubana.
Users of both systems can now save time finding orders, and see all of their Skubana order details within the XSellco Fusion dashboard.
Skubana CEO Chad Rubin said, "Ecommerce operations and customer success management are the most time-consuming and labor-intensive parts of any eCommerce business. Through our partnership with XSellco Fusion, online sellers can now deliver a truly unbeatable customer support experience across every sales channel."
XSellco CEO Victor Corcoran said, "Efficiency is a crucial factor in the success of any online business. By choosing the right tools to manage inventory and customer support, sellers will have all the information they need in one place . They'll spend less time seeking answers and more time on ensuring an excellent customer experience."
Ecommerce customer support tool XSellco Fusion now works with French marketplaces Cdiscount and Fnac, and Polish marketplace Allegro.
"These new integrations provide a massive opportunity for online sellers to continue to grow their online business, improve operational efficiencies and offer exceptional support, no matter where their customers are coming from", said Victor Corcoran, CEO of XSellco. "In an increasingly competitive eCommerce industry, it's imperative that online sellers have the ability to expand their reach and have access to exciting new channels and marketplaces. With Fusion, our customers can achieve this."
Cdiscount and Fnac are the second-largest and third-largest ecommerce websites in France, respectively. Allegro is the fifth-largest online marketplace in Europe.
XSellco Fusion provides integrations with Amazon, eBay, Shopify, Magento, WooCommerce and more. An auto-translation feature automatically translates every incoming message into the agent's own language, and translates replies back into the customer's language.
Ecommerce helpdesk system XSellco Fusion can now be used to support customers through social networks Facebook and Twitter.
Sellers can connect their Facebook and Twitter accounts to Fusion and start responding to customer messages in a matter of minutes. Fusion's "Sales Insights" functionality allows sellers to quickly look up orders from connected sales channels, view customer details and respond to messages from social media.
XSellco CEO Victor Corcoran said, "Finding ways to scale effective multichannel customer support is a challenge for many companies. Social media is the new arena for customer support, so we're thrilled to be able to offer our users a social solution - the ability to engage with their customers on Facebook & Twitter directly from Fusion."
A study by Bain & Company, showed that "when companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company." Another study by Gartner found that "failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers".
Ecommerce customer support tool XSellco Fusion has released a new feature to improve customer support efficiency.
"Folders & Rules" provides the ability to filter tickets and assign team members directly to them.
Folders and Labels can be used to group messages in different ways. For example, a group called "Issue Types" could have Labels like ‘Refund', Damaged Products', ‘No Delivery', ‘Late Shipment', etc.
Dynamic Rules can then route support tickets into specific Folders and Labels, and assign team members to them. Labels can also notify agents of the ticket urgency.
Fusion also has a newly designed user interface, designed to bring the most frequently used features to the fore.
Ecommerce customer support system XSellco Fusion is now integrated with multichannel management tool Linnworks.
XSellco CEO Victor Corcoran said, "Linnworks integration has been a much requested feature from many of our customers. Our developers have worked closely with Linnworks to make this a reality and it's exciting to build partnerships and integrations with key players in the ecommerce space".
XSellco Fusion customers who use Linnworks will be able to access Linnworks order details within XSellco. The integration provides access to Linnworks order IDs, invoices, product notes, product images and shipments.
Ecommerce customer support tool XSellco Fusion has released a new "Sales" tab, allowing users to contact customers proactively.
The new tab provides a way for users to search and view sales orders, and initiate communication with customers. Previously, Fusion users had to receive a message from the customer before they could send them a message.
"Being able to initiate contact with customers based on orders will empower Fusion users to anticipate problems and keep customers in the loop from moment of purchase to delivery", said XSellco's Head of Development Niall Dawson.
One example of where the new feature can be useful is informing the customer of an unexpected shipping delay.
Ecommerce customer support system XSellco Fusion has a new integration with the popular WordPress ecommerce plug-in WooCommerce.
The new integration allows XSellco Fusion users to connect to a WooCommerce-powered web store and automatically pull in customer queries, orders and delivery details.
XSellco Fusion streamlines customer support, automatically translates foreign language queries and responses, and allows queries to be answered anywhere via a mobile app.
Fusion organizes and prioritizes customer queries based on marketplace response times. Other integrations include Amazon, eBay, PrestaShop, Magento, Shopify, BigCommerce, Rakuten and Etsy.
Ecommerce customer support tool XSellco Fusion is now integrated with the PrestaShop ecommerce platform.
Fusion streamlines customer support, enchancing a business's reputation and reducing support costs. Customer messages are prioritized and negative feedback highlighted immediately.
PrestaShop is a sophisticated ecommerce platform with a range of shopping cart, payments, mobile commerce and SEO options.
Ecommerce customer support system XSellco Fusion has added a new widget so customers can submit questions through any website, including webstores.
The new Customer Contact widget allows Fusion users to create a customizable contact form that can be added to a website as a floating element.
Submitted messages are sent directly to Fusion for processing. There is no limit on the number of forms that can be created and the widget is free to Fusion customers.
"This widget opens the door to supporting customers in a whole new way and is a big step in the the journey to make XSellco Fusion the world's best customer support helpdesk tool for online sellers," said Niall Dawson, our Head of Development. "You can expect our website widgets to grow over the coming year as we continue to build more great features for our customers."
Ecommerce customer support tool XSellco Fusion now supports eBay's process for returns, resolution cases and cancellations.
Fusion now receives buyer requests from eBay, enabling them to be handled alongside other messages in the system. Custom labels can be used to help prioritize replies, and reply templates and smart tags save time by providing pre-written responses and automatically inserting order information.
eBay returns and resolution cases directly impact seller reputation if not resolved, and can even lead to payments being limited or frozen.
XSellco (4 other listings)
The Supplier Says
The #1 Customer Support Help desk tailored for eCommerce sellers.
XSellco Fusion is the #1 Customer Support Helpdesk tailored for eCommerce sellers.
Fusion streamlines your customer support from all of your marketplace channels and webstores into one centralized dashboard. Cut your response times, improve customer satisfaction and take your sales to the next level while saving on support costs.
Key Benefits include:
-Reduces support time by 46%.
-All messages from every marketplace, in one place.
-Manages large volumes of emails.
-Respond within SLA guidelines.
-Talk with Buyers in real time with WebChat.
Support for multiple marketplaces:
-Connect to multiple marketplaces (Amazon, eBay, Shopify, Magento, WooCommerce, BigCommerce, Allegro, Fnac & More).
-Social Media & Platform Integrations (Facebook, Twitter, Linnworks, BrightPearl & More)
-Folder Management System
-Filters & Sorts messages
-SLA Message Countdown Timer
Customer & Order details:
-Access all customer details & order information.
Templates & SmartTags:
-Use our sample templates or create unique Templates for auto-responses
-SmartTags quickly personalize messages using hashtags
-Language Detection & Translation
-Talk and engage with customers in real time on your website
-Analyze Response Times (Query Types, Ticket types, First & Avg Response Time, SLA Compliance, etc)
-Review Team Performance (No. of Messages answered, Avg handling Time, assigned tickets, etc)
XSellco, 29 July 2016