Customer Care

PUT CUSTOMERS FIRST – AND BUILD RELATIONSHIPS THAT LAST.

Today’s online shoppers have high expectations. They demand self-service options, real-time assistance, mobile capabilities and localized customer support.

With SP Commerce, you can be confident that your customers will get what they need, when they need it. Multi-lingual phone, email and live chat support are available to connect customers with knowledgeable representatives in their regions, any time – day or night. Our customer care centers are led by experienced service professionals – industry experts who know both local and global best practices, and who are dedicated to upholding your brand’s standards for high-quality interactions.

80%

of calls answered in 20 seconds or less

10+

Languages supported

500

customer care agents across multiple locations

10

second response time for direct message inquiries

ADDED SERVICES

DRIVE IMPROVEMENTS, REDUCE COSTS.

The SP Commerce team is always looking for ways to improve the customer experience – and your bottom line. We partner with the best brands in the business to ensure industry-leading service for our clients. Using state-of-the-art CallMiner Eureka™ voice analytics technology, we record, monitor and score every customer call to ensure quality service through continual assessments, adjustments and improvements.

Representatives can easily identify patterns in product or service complaints, which can ultimately drive proactive issue resolution and eliminate future inquiries and unnecessary replacement costs. And quarterly voice of customer reports – including details on call numbers and content – give you the insight you need to speed processes and drive frictionless customer experiences.

CONNECT WITH THE RIGHT EXPERT, ON YOUR TERMS.

Delivering convenient, timely and helpful support is critical to ensure an overall positive customer experience. Skill-based routing from Interactive Intelligence™ ensures that customer inquiries are routed to representatives with the right experience and knowledge to address the issue and provide fast resolution – over the phone, via email or with direct chat.

To ensure satisfaction, customers are always connected with a live agent and will never be routed to voicemail. Those engaging over chat connect with our agents directly via LivePerson’s LiveEngage™ software, which integrates seamlessly into your website and enables real-time interaction. Support chats are monitored and evaluated, which promotes continual customer care assessment and improvement.

STOP FRAUD, DEAD IN ITS TRACKS.

Guaranteeing the safety and well-being of customers should be a top priority for all brands, and having a comprehensive fraud program in place is an essential part of that approach.

SP Commerce’s dedicated fraud team provides 24/7 fraud review services, chargeback dispute management, PayPal and Amazon fraud management and the promise of 24-hour issue resolution.

Our experts know that no two claims are the same, so we’ll create an anti-fraud program tailored to address the specific needs of your business. This custom approach means that we’ll work directly with you to monitor fraud prevention systems, identify patterns and improve rules to help eliminate or reduce future claims.

The team of fraud specialists at SP Commerce operates with one goal in mind: to ensure security and peace of mind for you and your customers. The proof is in our numbers – our average fraud rate is 0.4%, well below both the U.S. national average of 0.9% and the international average of 2%.

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