Software News tagged "Customer Support"
eCommerce solution vendor Infopia has formed the new Transact Customer Support team.
Named after the new Infopia eCommerce platform, Transact Customer Support offers merchants a tiered support structure with greater accessibility to help when needed. The new team will enable online merchants to focus on growing revenue instead of dealing with technology-related issues.
Support is accessible via a new toll-free number. The call center, support portal, and knowledge base are powered by salesforce.com, which gives team members the ability to have a 360 degree view of customer interaction to provide the best solution possible.
"The new Transact Customer Support team is an important component of our new eCommerce solution," said Bjorn Espenes, CEO at Infopia. "They take a proactive approach to customer needs -- acting as an internal advocate for merchants at Infopia and enabling the focus to be on revenue instead of technology."
Customer support system ezSupport for eBay now includes an Advanced FAQs option, which allows buyers to search the seller's knowledge base for answers to their questions.
ezSupport for eBay automatically answers buyers' questions when they use the "Ask seller a question" feature on eBay.
Hosted Support are offering their ezSupport for eBay tool at no cost for the first 1,000 eBay sellers to sign up.
ezSupport for eBay automatically responds to buyers' questions from a knowledgebase of previous answers, and normally costs $39.95 per month.
Click here to check if the offer is still open.
Auction management solution Zoovy intends to implement an online chat, and click-to-call function, into its customers' websites. The new tool will allow for customer tracking, multiple operators, and other data integration features that will surpass other options.
Hosted Support haved added a desktop-based Dashboard for their ezSupport for eBay product. The new Dashboard sits in the Windows System Tray, and shows incoming customer questions, tickets and returns without having to log in. ezSupport is an online tool which automatically answers 'Ask Seller a Question' emails.
Auction management solution provider ChannelAdvisor has announced support for the new Google Checkout. ChannelAdvisor merchants only need to open a Google Checkout account, enter their Google Checkout information in ChannelAdvisor, and add Google Checkout as a option to begin using the integrated service. Google Checkout is currently available only in the U.S.
ChannelAdvisor has also launched a new "Lab" focused on developing new online sales tools. The first two beta tools are the Customer Communication Center which automates answers to "Ask Seller A Question", and Direct2Search which aggregates products for sale by merchants who want to use pay-per-click advertising.
Finally, ChannelAdvisor, has responded to a complaint filed against it by rival Marketworks over the hiring of a former Marketworks employee who was allegedly bound by a non-competition agreement forbidding employment with AuctionRover.com, an auction management company that was bought by Overture in 2000. Overture spun off ChannelAdvisor in 2001.
eBay has made it possible for sellers to display frequently asked questions on the Ask Seller A Question page, to cut down the amount of time sellers spend answering buyers' questions. More info.
Hosted Support's ezSupport for eBay is a more sophisticated service with the same aim, and automatically answers buyers' questions from a knowledge base set up by the seller.
ChannelAdvisor are hosting an online seminar on "Understanding and Coping with the eBay 'UseTheYellowButton' Changes" on January 5th at 7pm GMT.
This relates to the changes in how the "Ask Seller a Question" system works and in particular the option for buyers to hide their email address. The discussion addresses issues such as increased risk of account hijack and best practices for sellers. More information.
Auction management and storefront provider Make-a-Store have partnered with e-Online Data to offer low merchant account charges and access to the technology of e-Online Data and Authorize.net. Free set up and free Authorize.net ($149 value) are available until February 28, 2005.
Make-A-Store also has a new partnership with HostedSupport.com, the creators of help sesk applications ezSupport and ezSupport Pro. Help desk, support request ticketing, and online chat features can now be added to the Heavy Metal storefront solution. The new system can be tried free for 30 days.