Solvvy Launches E-Commerce Solution to Make Online Shopping Effortless

Solvvy Launches E-Commerce Solution to Make Online Shopping Effortless

Retailers Can Now Provide Fast, Accurate Responses to Online Shoppers

Solvvy, an intelligent customer support automation platform, has introduced Solvvy for E-Commerce, a solution designed to reduce customer effort by quickly resolving the most common customer issues at every step of the digital shopping experience. Solvvy for E-Commerce allows shoppers to quickly resolve their issues during the pre and post-purchase experience without contacting customer support, freeing up agent time for tickets that require a human touch.

Help Customers Help Themselves with Smart Self-Service Options

The Solvvy for E-Commerce launch comes as more consumers demand greater flexibility and control of their digital experiences when interacting with brands. Online retailers on the Solvvy platform can offer immediate support to consumers, automatically guiding them throughout their journey, ensuring that questions are resolved quickly for a seamless customer experience.

Antonio King, Director of Experience at Shinesty, a popular e-commerce brand for party attire, said, “Solvvy allows us to give our customers their time back. They don’t have to go searching for answers, and they don’t have to reach out to us unless they need to. Now we bring the answers to them.” For Shinesty, the Solvvy solution builds upon its efforts to provide a differentiated customer experience by providing immediate resolutions to customers.

Marketing Technology News: Loyalty Brands Announces Partnership with Textellent To Deliver Innovative SMS Sales & Marketing Capabilities

Solvvy for E-Commerce allows brands to always be available around the clock, even during peak seasons when support ticket volumes spike for the retail industry. Brands can also guide shoppers to the right support channel — from chat to phone — whenever the issue requires it.

Marketing Technology News: Crimson Agility Receives Two Nominations from Magento

Iconic British Retailer Fenwick Turns to Salesforce to Launch Digital Shopping Experience

Iconic British Retailer Fenwick Turns to Salesforce to Launch Digital Shopping Experience

Together with Salesforce Marketing Cloud and Service Cloud, Fenwick Will Deliver Personalized, Connected and Fast Digital Shopping Experiences

Salesforce, the global leader in CRM, announced that British department store Fenwick has selected Salesforce Commerce Cloud, Marketing Cloud and Service Cloud to deliver new digital shopping experiences.

With nine stores in the UK and 135 years trading, Fenwick faced the challenge of rising customer expectations in a world that is fast becoming digitized. Fenwick needs to be able to support all points of commerce and service across multiple channels. The new ecommerce platform and personalized experience powered by Salesforce will help the British retailer meet the expectations of today’s connected and digitally savvy customers.

Also Read: Salesforce Delivers New Innovations for Digital Engagement Across Marketing, Commerce and Service at Salesforce Connections 2018

“Fenwick has always offered customers an experience that is unique and tailored to the local market,” said Kate Smyth, Digital Director at Fenwick. “With Salesforce, we have the tools to continue that experience through digital.”

Commerce Cloud will support Fenwick customers in their purchasing journeys, across multiple devices, with agility and consistency. With an understanding of how each customer is interacting and shopping online, Fenwick will be able to deliver unique content, offers and recommendations. With Marketing Cloud, Fenwick will create and send personalized and relevant communications for each customer, using intelligent customer journeys.

“As our shoppers become more sophisticated and new channels emerge, their expectations rise,” said Sam O’Neill, Head of Ecommerce at Fenwick. “Our shoppers want the opportunity to browse and shop online, and they want that experience to be as consistent and personal as when they walk into one of our iconic stores. Salesforce is enabling Fenwick to excel in this new and exciting chapter.”

Also Read: Salesforce Positioned as a Leader in the 2018 Magic Quadrant for CRM Customer Engagement Center for Tenth Consecutive Year

The competitive nature of the British retail scene also provides an opportunity for brands to delight customers with innovative and frictionless customer service solutions. With Service Cloud, Fenwick shoppers will have access to improved personalized and connected customer service experiences across multiple channels including phone, email, social and webchat.

“Having that single view of the customer in one unified desktop view will help our customer service team resolve issues faster and with greater accuracy,” said Ben Parsonson, Head of Customer Service at Fenwick. “It is the foundation of creating a memorable and effective customer first-experience.”

“We’re excited to be supporting this iconic brand to bring the ‘world of Fenwick’ further into the world of digital,” said Chris Wood, Regional Vice President, Retail, UK, Salesforce. “Fenwick’s strategy puts the customer at the core of their innovation and that’s something we firmly believe in at Salesforce. This initiative is a great example of how a brand with Fenwick’s history can accelerate to bring their luxury experience to any device and channel while keeping that personal touch.”

Fenwick’s implementation of both Service Cloud and Marketing Cloud is supported by Salesforce partner, eMark and the implementation of Commerce Cloud by Salesforce partner Astound Commerce.

Recommended Read: Salesforce Is #1 in Fortune’s List Of ‘100 Best Companies to Work For’