Claims management software - increase conversion in e-commerce with effective return and claim handling
Order management
When creating the ticketing system, we wanted it to become a multi-channel communication hub for e-commerce. Thulium helps you design an efficient order and claims management process. You can integrate it with your tools, streamline communication, and leave customers with a memorable experience of excellent service. Product-related queries can also be handled via chat or Messenger. Customer service management has never been this simple and effective!
Cart recovery
If phones aren’t being answered in your company, it’s not a disaster yet. Callback actions can step in. This is an excellent method for pleasantly surprising your customers. You can initiate sales conversations with visitors to your site, offering them an immediate connection. This is how you bring customers closer to making a purchase.
Proactive chat
Online traffic is becoming more expensive, and traffic from comparison sites or affiliate programs often has low conversion rates. You need to ensure that your store's website effectively encourages purchases. The chat will "engage" the customer, for example, after 20 seconds on the product page, helping you increase the number of orders placed – without the need to hire new salespeople!
Messenger
Consumer habits have already changed. People communicate across multiple channels. Efficiently managing this process can give you a competitive edge. In e-commerce, time is crucial — no one likes to wait. Messenger is ideal for quick, simple questions. Thulium captures Messenger messages so that your consultants can handle them as chat conversations. They won’t need to log in to Facebook, and all messages will be saved in the customer contact history.
Callback
With the callback feature, you won't miss any sales opportunities. Callbacks are available in two formats:
- as a widget on your website, encouraging visitors to get in touch
- in helpline queues — an excellent way to recover abandoned carts
Better online reviews
Shoppers often check what others think about a store or product before making a purchase. One of the most common complaints in online stores is poor customer service. By optimizing your customer support, you improve your store’s online reputation. After a chat conversation, the customer will see a feedback form to rate the interaction - giving you valuable insights into areas that need improvement.
System integration
Customer expectations are rising, and online stores are racing to deliver orders faster and more cost-effectively. Having to log into and check data across multiple systems can slow you down. Integration with popular e-commerce platforms helps you build a stable work ecosystem and streamline complaint management. You’ll automate your processes and avoid errors caused by manual data entry from different systems. Discover all of our integrations with third-party platforms.
Now we truly understand the quality of our customer service. We can clearly see how much traffic comes through phone and email, and we’re able to categorize that data effectively. We constantly work on improving our service metrics so that customers don’t have to wait long for support.
Aneta Górowska
Customer Service Leader
Wojas
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Customer service & complaint management software - best practices
Unlock the power of Omnichannel
Today, customers choose how they want to communicate - it’s up to your online store to provide access to those channels. When handling complaints, you can use SMSes to keep customers informed about the status of their cases. Efficient support across phone, email, chat, and social media is now a standard. Bringing all communication channels into one platform, such as a complaint management system, simplifies your team’s work, increases customer engagement, and enhances overall satisfaction.
Track performance - agents and sales
You can’t grow an online store without analyzing both team performance and sales results. Your support system should help you do that. Thulium offers dashboards showing individual agent metrics as well as the performance of the entire department. With the Sales Tracker feature, you can easily measure conversion rates based on chat interactions. And don’t forget to analyze conversations - they provide valuable insights into what your customers really need.
Personalize the customer experience
In e-commerce, some customers just want quick answers, but others are looking for personalized support and expert advice. How do you personalize effectively? The Customer Card, displaying CRM data, can be a game-changer. It gives agents access to the customer’s entire history even before they answer the call. A dedicated complaint management system ensures that problems are resolved quickly, while giving agents full context for every interaction.