Beginning in Spring of 2012, we will begin offering a Managed eCommerce (MEC) plan for select Magento eCommerce clients. This service is geared towards eCommerce companies or businesses who do not currently deploy an in-house staff.
Our MEC team will remotely run your Magento cart day-to-day, from 9AM until 5PM (EST). All you have to worry about is shipping the products when orders are completed, everything else is on us:
- Full back-end inventory management; product addition, existing product modification, stock adjustments
- Full order monitoring and customer shopping assistance
- Full Customer Service, including e-mail and phone correspondence with the clients’ customers; resolving questions or complaints*
*We know that Customer Service can be a gray area, especially when online sales are concerned. The general rule we have in place for our Managed Customer Service is that our team will never overstep its boundaries. We establish a clear understanding with the client on which questions we’re authorized to answer and which actions we’re authorized to take in different scenarios. As well as which questions we’re not authorized to answer, and actions we’re not authorized to take. Should a unique situation arise, someone from our MEC team will contact the client immediately to resolve the issue in question.
We will encourage Customer feedback, based on their experience with the Magento shop as a whole and more importantly, our MEC team’s level of Customer Service. This feedback is intended to bring full transparency to our service, and all feedback will be sent directly to your company, ensuring this.
