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ReplyManager is an email management tool that combines eBay integration and multi-channel support with features to improve response rates and simplify message management.
- Integrates with eBay My Messaging, Resolution Center & After-Sale Returns/Cancellations
- Supports multiple channels (Amazon, your website & more)
- Automatically routes & prioritizes email
- Standard replies & auto-responders create timely responses
- Provides detailed reporting
- Integrates with Linnworks & ChannelAdvisor
|Platforms||Web Based / SaaS|
Trial: 15 days
Ecommerce software company xSellco has been named the fastest-growing SaaS technology company, and won the Export Award, at Deloitte's 2017 Technology Fast 50 Awards in Dublin.
"We are thrilled and immensely proud to receive this industry recognition from such a prestigious organisation," said founder and CEO Ray Nolan. "Our focus on the e-commerce transaction, from pricing strategy through to customer support and feedback optimisation, is paying dividends for our thousands of customers across the globe. Listening to those customers has helped us develop our products, further optimising sales and reducing the time it takes to support. We hope to continue to build on our foundation with innovative modules that deliver value and opportunity in the coming years."
The Irish company, which has customers in 66 countries around the world, generates 96 percent of its revenue from international markets. Recent growth has seen the xSellco team double in size and it is expected to double again by the end of 2018.
Deloitte, in association with Intel, presented the Export Award to xSellco for its outstanding global growth over the last four years.
"Each year, these awards showcase the very best of the Irish technology industry. What really strikes me this year is the focus the winning companies have on global markets, which demonstrates the ambition and drive of Irish technology companies to diversify and the global nature of this business," said Joan O'Connor, international tax partner at Deloitte Ireland.
Now in its 18th year, the Deloitte Technology Fast 50 ranks Ireland's fastest growing technology firms and recognises home-grown companies that have demonstrated exceptional growth in turnover in the last four years.
Ecommerce customer support tool ReplyManager has released a number of new features.
Folders, Labels and Rules streamline operations by automatically filtering, sorting and organizing incoming messages according to preset conditions.
Templates make responses more efficient by pre-populating information for common replies. Templates can be customized by sales channel and edited manually, or set to auto-respond using conditions.
SmartTags automatically input data from the customer query, such as name and order ID, to create a personalized response at a faster rate.
A new Reports Dashboard tracks activity across multiple marketplaces, and generates graphs to help identify areas of success and areas for improvement, and measure compliance with marketplace performance requirements.
ReplyManager's Message Dashboard is fully integrated with Amazon and eBay, providing direct access to customer and order details from within a single interface.
Ecommerce customer support management tool ReplyManager has added a new feature which finds eBay orders from within the ReplyManager system.
The new eBay Order Search allows ReplyManager customers to search for orders by Buyer ID or email address without having to leave ReplyManager, saving time when answering eBay customer support queries.
Order data can be viewed including name, address, payment, shipping and tracking information, and the search can run across multiple eBay accounts.
XSellco CEO Victor Corcoran said, "eBay Order Search offers ReplyManager customers a simple, but powerful integration that will increase response times when buyers ask order specific questions, like whether a package was shipped, the tracking number and much more. It is our goal to build scalable, powerful customer support tools for online sellers. Giving ReplyManager users instant access to essential customer data through eBay Order Search is another step towards that goal".
The new feature is only available to ReplyManager customers on an upgraded plan.
Ecommerce customer support tool ReplyManager has added support for eBay returns and cancellations.
ReplyManager version 6.5 can now handle all eBay communications - for sellers in the US, UK and Germany.
ReplyManager CEO and co-founder Jodi Gaines Pereira said, "The ability to process returns from ReplyManager was one of our biggest feature requests and has been very well received by customers already involved in the testing process. We see some really positive changes coming out of the recent announcement. But it will be more important than ever before to handle Returns and Cancellations in a timely manner. That's why we've pushed so hard to make this available to sellers now."
Under new eBay Seller standards starting in February 2016, the maximum defect rate for Top Rated Sellers will drop to 0.5%. Although buyer feedback, DSR's, successful returns and other resolved issues will no longer impact the defect rate, Top Rated Sellers will be required to accept 30-day returns and process them quickly.
ReplyManager 6.5 also includes the ability to add notes to cases in the Resolution Center. The new version will be immediately available to new customers and rolled out to existing customers between September 16th and 23rd.
ReplyManager also has plans to enable Amazon and eBay order searches from within messages to make researching order status, shipping status and more easier than ever. The feature is scheduled for release in October 2015.
An interview has been published with XSellco's founder Ray Nolan and CEO Victor Corcoran.
Source: Web Retailer Blog
Both companies provide customer support tools for marketplace sellers: XSellco Fusion and ReplyManager. The acquisition will allow them to share best practices, further develop their tools, improve customer support and expand globally.
"We're very excited to become a part of the XSellco team," said Jodi Gaines Pereira, founder and CEO of ReplyManager. "Joining with XSellco was the next logical step to foster continued growth. It allows us to further extend our market reach into Europe and Asia. Most importantly, we'll be able to provide our customers with cutting edge, integrated tools that will make selling online more profitable and more efficient than ever before."
Ray Nolan, founder of XSellco said "ReplyManager has significant market penetration in the US and overseas markets and we believe it can help XSellco further accelerate the pace of growth of our rapidly expanding customer base. In Jodi and her team, we have found truly motivated and knowledgeable partners on whose years of market expertise we can draw to help us improve our products and design new ones."
XSellco, based in Dublin, Ireland, acquired Florida-based ReplyManager for an undisclosed sum. Both companies are privately held. ReplyManager founder Jodi Gaines Pereira will remain as CEO and along with her team continue to support ReplyManager customers and continue developing the product.
Alongside their customer support tool, XSellco also provide an automated repricing tool called Price Manager. XSellco is owned by Irish entrepreneur Ray Nolan who previously built the Hostelworld.com brand, and chaired Skyscanner.com and Storyful.com amongst others.
ReplyManager was created in 2001 and is the world's leading customer support tool for businesses selling through online marketplaces such as eBay and Amazon.
Users of both systems can now search Linnworks order data without leaving ReplyManager, finding orders using the buyer's eBay ID or email address (including anonymous addresses from Amazon).
The last 60 days of orders are searched, and users can view order notes, shipping details, customer data and products ordered.
ReplyManager CEO and Co-founder Jodi Gaines Pereira has been interviewed by Griff and Lee of eBay Radio.
Jodi talked about the importance of customer support, the ReplyManager application, and how the company got started.
The interview segment is embedded above and a full transcript is available on the ReplyManager blog.
Version 6 of ecommerce customer support solution ReplyManager is integrated with eBay's resolution center, and also marketplace management tool ChannelAdvisor.
The new eBay Resolution Center integration allows users to view and respond to eBay cases directly from ReplyManager. Users are also able to organize cases using tags and respond with standard replies.
The ChannelAdvisor integration allows users of both systems to access ChannelAdvisor order data from within ReplyManager. The customer's eBay ID or email address (including Amazon's anonymized addresses) is used to find orders in ChannelAdvisor and show the results in ReplyManager.
Other features of the new version include simplified creation of filtering rules and auto-responders, and a report on the average amount of time spent handling customer emails.
A new Web Retailer blog post covers a number of areas related to marketplace feedback, reputation and seller performance.
Related categories in the directory include:
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The Supplier Says
Manage Buyer Emails - Improve Response Times - Increase Ratings
ReplyManager is a web-based email management program created by iguanafarmGroup, a web-development company established in 1999.
The ReplyManager tool was created in 2001 to help customers manage high volumes of incoming email and later expanded to include integration with eBay's Ask the Seller API. Today, the software is positioned to support multiple channels (in addition to eBay) by reading from POP3 (Gmail, Yahoo!, etc.) and IMAP accounts. With customized rules and Amazon templates, email is automatically distributed among folders where users can repond quickly and credibly with standard replies and auto-responders. xSellco, 23 August 2012