Claims management software - increase conversion in ecommerce through effective handling of returns and complaints

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Challenges in the e-commerce industry

The e-commerce sector primarily faces significant seasonality in sales, which during periods such as Black Friday or the holidays leads to a sharp increase in the number of inquiries. This dynamic forces companies to precisely manage their teams' working hours to maintain efficiency even during peak overload moments. All of this occurs under the pressure of rising customer expectations, who demand not only rapid responses but also full availability across multiple channels simultaneously, from phone and email to chat and social media.

A complaint and order management program that increases conversion in e-commerce.

Effectively manage returns, complaints, and order handling with one intuitive system. Thulium is a ticketing system that integrates phone, email, chat, social media, Messenger, and SMS – ensuring your customers always receive prompt and professional assistance.

👉 ncrease call answer rates to 98%

👉 Reduce response handling time by up to 84.4%

👉 Build a competitive edge through excellent customer service.

Program do A complaint and order management program

All channels in one place

Phone, SMS, email, chat, forms, social media – manage all communication in one agent panel. Complete contact history, case statuses, priorities without switching windows.

The agent sees what the client wrote in the chat, what was said over the phone, what was sent by email. Nothing gets lost, nothing is repeated.

Rescuing abandoned baskets

Proactive chat

Proactive chat activates after, for example, 20 seconds spent on the product page. The customer can ask about availability, size, delivery, instalments, or order status - and you can respond immediately or call back.

This is a way to enhance customer service in an online store - without hiring new salespeople.

Callback feature

A missed call doesn’t have to mean lost sales.

The callback feature helps by automatically returning calls to customers who tried to contact you. You can also initiate sales conversations with users browsing your site.

Feedback

Satisfaction with order handling in an online store directly impacts brand reputation and reviews. After the chat conversation ends, the customer can rate the service, and you will learn about the most common issues and areas for improvement.

This way, you will build a process that genuinely enhances the shopping experience and the store's image online.

Integrations for e-commerce that streamline service

With integrations to popular platforms and external systems, you can create a stable working ecosystem. As modern software for e-commerce, Thulium will connect all key data, speed up order processing, and automate complaint management. Eliminate errors caused by manual data entry and tidy up the entire process.

Discover all our integrations with external systems >>

Thanks to the integrations:

- the consultant sees the order immediately

- can access the store panel with one click

- you avoid errors and speed up the handling of returns and complaints.

Trust the experience

Over 1800 companies have already streamlined their service

99%

Increased response rates. More calls, fewer lost sales opportunities.

20 s.

Reduced waiting time. From 2 minutes to 20 seconds - customers wait less.

30%

Less strain on the helpline. Automation and routing handle repetitive questions.

Complaint and customer service program - best practices

Leverage the potential of omnichannel

Customers decide which communication channel they want to choose. The role of the online store is to provide access to these contact channels. When handling the complaint process in the company, you can use SMS, for example, to inform the customer about the status of their case. Efficient service on the hotline, as well as via email, chat, or social media, is now standard. Gathering all communication channels in one place, such as a complaint handling program, will be a huge convenience for employees, allowing for more customer generation and positively impacting their satisfaction.

Analyze results - agents and sales

Building an online store cannot be done without analyzing the results of both our employees and sales. The management system should provide you with this capability! In Thulium, you have access to boards with information about individual agents, as well as those that allow you to track the work of the entire office. You can easily analyze sales results thanks to the Sales Tracker feature, which enables tracking conversions from sales based on conducted chats. Also, remember to analyze conversations, which will give you a lot of information about customer needs.

Personalize contact with the customer

In ecommerce, it happens that customers want only quick answers, but there are also situations when they seek a personalized approach and expert advice. How can you effectively personalize conversations? The customer card, which displays data from the CRM system, may prove to be significant. Thanks to it, the consultant will see the entire contact history already when answering the call. The complaint handling program will help resolve the issue quickly, and the agent will know the full context of the situation.

E-commerce service automation with AI and a voicebot

Thulium AI Assistant streamlines daily customer service in the online store. It automatically generates responses, summarises conversations, assigns tickets, and analyses their content using intelligent tags.

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Case studies — see how our clients do it

Now we know exactly what the quality of customer service looks like. We can see the volume of traffic we receive via phone or email, and we can sort this data into specific categories. We are constantly working on improving our service parameters to ensure our customers don't have to wait long.

Aneta Górowska
Customer Service Leader
Wojas

Show all customers

Thanks to the implementation of the Thulium tool, we have optimized cooperation between the teams responsible for our two e-commerce sites - SklepOpon.com and Deler.pl, which are among the most important online stores in the automotive industry in Poland.

Dominik Mierzwa, Customer Service Manager

FAQ - frequently asked questions about the e-commerce customer service system

How does Thulium help you manage returns and complaints in e-commerce?

Thulium works as a complaints and returns management program: it converts messages from email, forms, chat, and social media into organized tickets. Cases are assigned a status, priority, and owner, and the customer is kept up to date on progress.

Is it possible to shorten the response time without expanding the team?

Yes. Automation and response templates speed up the handling of repetitive topics (order status, returns, complaints, delivery). This shortens response times and reduces manual rewriting between departments.

How does Thulium support the rescue of abandoned shopping carts?

Proactive chat and callback help you capture customers when they're hesitant on a product page or in their cart. Instead of losing a sale due to a lack of response, you can immediately clarify any concerns (delivery, size, availability, installments) and complete the purchase.

Does the agent see the entire history of customer contact?

Yes. In a single dashboard, the agent has complete context: what the customer wrote in chat, what they sent via email, and what they asked about on the phone. This shortens service time and eliminates annoying repetition.

What integrations are key for order and complaint handling?

The most important thing is integration with the store platform and systems that store the order and customer data. This allows the consultant to more quickly verify the order, shipping status, and details needed for returns or complaints.

How does the ticketing system work to handle complaints and returns?

Thulium transforms email, forms, chat, and social media contact into tickets with assigned owners, statuses, and SLAs. This streamlines the process from complaint submission to case closure and allows for the coordination of warehouse, logistics, and accounting activities.

How does Thulium combine omnichannel e-commerce into a single agent view?

Agents can see all channels in a single dashboard: phone, SMS, email, chat, forms, and social media. Conversation history is seamless, making it easy to revisit findings and quickly resolve issues without switching tools.

How does callback help in e-commerce when a customer cannot reach the hotline?

Callback automatically returns calls to people who have attempted to contact you. This reduces lost orders and improves the customer experience because the contact is returned to them instead of ending in a missed call.

How does proactive chat support sales and service on a product page?

Proactive chat can trigger after a specified time on a product page and ask if the customer needs help. In practice, it answers questions that block a purchase (availability, size, delivery, payment) and, if necessary, redirects to a human or callback.

How does AI improve e-commerce customer service at Thulium?

The AI assistant can support agents with repetitive tasks, such as call summaries, suggested responses, automatic ticket tagging/classification, and content analysis. This reduces handling time and helps maintain consistent response quality.