Ecommerce & Retail
Answer 'where is my order' before an agent ever opens the case.
Retail support volume is dominated by a handful of predictable questions tied to order state. Connect commerce data to Service Cloud and most of that volume can be resolved automatically, with agents freed for the cases that need judgement.
What we see
The patterns that show up in nearly every ecommerce & retail engagement.
- Highest-volume case type
- Order status
- Best automation candidate
- Tier-one email
- Order data living in the commerce platform, invisible to support agents
- Order-status enquiries consuming the majority of tier-one capacity
- Returns and exchanges tracked outside any system of record
- No single customer view across web, marketplace and in-store
Our approach
What we build
Order data in the console
Commerce and ERP order data surfaced on the case and contact so agents answer without leaving Salesforce.
Automated order-status handling
An order-status workflow can parse inbound email for order references, retrieve live order data, and prepare a response for agent review.
Returns & exchanges
RMA workflow with approval rules, refund coordination and full history against the customer record.
Unified customer profile
Identity resolution across web, marketplace and store channels so loyalty and lifetime value are accurate.
Clouds & capabilities
- Service Cloud
- Agentforce
- Experience Cloud
- Integration
- Data Cloud
Services most used here
Start here
Working in ecommerce & retail? Let us look at your org.
A short assessment tells you what is working, what is at risk, and what the highest-value next change is — before you commit to a build.
24/7 support — response within one business hour