Retail Resources

Get the latest insights on retail and order management. 

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      Parnters

      build a bear case study

      Case Study: Build-A-Bear

      Learn how Build-A-Bear pivoted to omnichannel in just four weeks.

       

        A 360° view of Customers

        to drive satisfaction & retention. 

         

        Order Management

        Customer Service Portal

        An Order management system is the linchpin to curating the best customer experience. While Deck Commerce can automatically process up to 98% of orders— our full-lifecycle OMS customer service portal empowers agents and store associates to effortlessly keep your customers happy.

        happy customer icon

         

        Benefits

        Implement a truly customer-first approach to customer service.

        • Let customers "self-service" on common requests in real time (order status, returns, shipment updates, etc.)

        • Empower service representatives to keep customers happy

        • Easily update and modify orders to not stall the fulfillment process

        • Resolve customer issues faster via common CS workflows & automation

        • Quickly train & onboard new agents and store associates 

        Features

        A full-lifecycle, single source of truth for orders.

        • Simple, easy-to-use interface and intuitive action-based views

        • Quick (and advanced) order lookup

        • Automated order scoring to filter orders that may need manual review

        • Ability to easily modify individual or bulk orders

        • Manage refunds, credits, or charges

        • Ability to trigger or retrigger order actions (email notifications, reship, etc.)

        • Role-based and site-based permissions to prevent confusion

        • Single-Sign-On capability 

        • Prebuilt integrations and APIs to connect with other service tools

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        0%

        of customers are likely to make repeat purchases with companies who offer excellent customer service.
        - HubSpot Research

        0%

        of Americans use customer service as a decision factor for whether or not to buy from a company.
        - Microsoft

        Ship from Store

        Do store associates need to view ship-from-store orders?

        With Deck Commerce, all service agents and store associates can leverage permission-based roles to view, modify, fulfill, appease, exchange, and/or cancel orders—regardless of order channel or fulfillment node.

        Final Mile Delivery

        Need to change delivery / pickup method?

        No problem! Your service agents can easily modify the fulfillment method within Deck Commerce.

        Cancel Line item

        Need to cancel a line item within an order?

        Through grace periods, we enable your customer service team to modify orders at the line item level before sending the order for fulfillment—to prevent unnecessary credits and returns later.

         

        "Customer Service Representatives have high turnover at our company.  With Deck Commerce, we could easily have new employees trained within a matter of days."
        International Retailer using Salesforce Commerce Cloud

         

        View Case Studies

         

        Learn More About Optimizing Customer Experiences

         

        Manage Customer Experiences Beyond the Buy Button

        Implement a customer-first service model.

        Chat with an order management expert to get a 360° view of your customers. 

         

        Request a Demo