Cloud Conversion Launches Its eCommSource App on Salesforce.com's ChatterExchange, Accelerating the Market Shift to Cloud 2, the Next Cloud Computing Paradigm

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With eCommSource and Salesforce.com Chatter, online retailers can now deliver an unparallel level of customer service and support with collaboration and coordination

By making eCommSource available on the ChatterExchange, Cloud Conversion is able to deliver innovative CRM solutions for online retailers that leverage the new Chatter capabilities in the Force.com platform

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Cloud Conversion™, provider of innovative cloud-based computing solutions, announced today that it has launched its eCommSource App on salesforce.com's ChatterExchange, one of the first apps to leverage the social components of Chatter available on the Force.com platform. ChatterExchange, a new category for social enterprise apps, is a new category on salesforce.com’s AppExchange 2.

By combining eCommSource, a complete, channel platform independent, CRM solution for e-commerce, with the collaborative power of Chatter, online retailers can communicate and share information instantly within Salesforce CRM. Communication with customers, including issues on orders, shipping, returns, policies, etc., can be dealt with more efficiently and accurately than ever before - securely and in real time.

For e-commerce, this new functionality will help provide the transparency necessary to deliver the top-notch service that consumers have come to expect when shopping online. The new level of communication between various company divisions such as Customer Support, Warehouse, Shipping, Purchasing, Marketing, and Accounting will allow instant collaboration and significantly improve visibility for all e-commerce operations, resulting in improved efficiency, better decision making, and increased profits.

“The introduction of Chatter is changing the way online retailers will provide customer service,” said Jon Jessup, founder and CEO, Cloud Conversion. "Imagine having instant communication that an order might be fraudulent, a shipment has been delayed, or even a product is having quality issues. This is the future of customer service and support for e-commerce.”

With eCommSource on ChatterExchange, customer issues can be resolved more quickly and efficiently because the key information and lines of communication are all readily available. Some examples include the following:

  • Customer asks about the availability of an out-of-stock item. The Purchasing Manager updates the Case to indicate that a new shipment will be arriving tomorrow.
  • Product starts to receive a lot of return requests. The Customer Support team troubleshoots the issue using Chatter.
  • VIP customer wants to return an item outside the warranty period. A manager quickly approves it via Chatter and the customer service rep relays the message to the customer.
  • Shipment is delayed. The Warehouse Manager gives the reason with Chatter before the customer even asks about the order status.
  • Customer wants to know the status of their return. The Warehouse Manager updates the Case with the decision that a refund will be issued today.

Online retailers can now follow or comment on any key e-commerce customers, orders, etc., as well as provide status updates on what they’re working on. In addition, these new social capabilities are helping the marketing departments collaborate on upcoming e-mail campaigns and provide input on what products to feature or what has worked well in the past.

Companies of all sizes and within all industries have realized tremendous success with ease of use and low cost by converting to Cloud Computing. With the widespread use of Facebook, Google, Twitter and other social media, companies are now transitioning to Cloud 2, employing social networking features made popular by the consumer Web, and deploying them in the enterprise entirely in the Cloud.

“eCommSource customers are now able to leverage Chatter in their e-commerce initiatives,” said Kendall Collins, chief marketing officer, salesforce.com. “By making eCommSource available on the ChatterExchange, Cloud Conversion is able to deliver innovative CRM solutions for online retailers that leverage the new Chatter capabilities in the Force.com platform.”

eCommSource by Cloud Conversion is used by many multi-channel online retailers to provide exceptional customer service on their e-commerce websites as well as other online channels such as eBay, Amazon, Buy.com, and others, all from a single source within salesforce.com’s Service Cloud 2. Key features include streamlined inquiry management with the Agent Productivity Console, an Intelligent Knowledge Base, Phone Integration via CTI, Advanced Reporting, Executive Dashboards, and much more.

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About Cloud Conversion

Cloud Conversion provides innovative solutions to help businesses of all sizes utilize the opportunities and capabilities made possible through cloud-based computing. The company is committed to helping companies streamline business operations, and improve service and communication by converting to a cloud computing platform. With a passion for helping businesses reach new heights of success, the company strives to create ground-breaking applications that make an immediate impact to productivity and profitability for customers. As part of the Cloud concept, the company culture is built upon collaboration and partnership to encourage creativity, innovation and collective success. Cloud Conversion is an eBay Certified Provider, 2010 eBay Star Developer Winner and a salesforce.com AppExchange partner. Clients and partners include: salesforce.com, eBay, ChannelAdvisor, Google, LivePerson, VerticalResponse, ValuePetSupplies.com, RidersDiscount.com, Gazelle.com, eSpotDeals.com, OctaneAutoSupply.com, Recellular.com, Optoro.com, SophiasStyle.com, BikeWagon.com, LunaticShopper.com, Second Rotation, GemStoneKing.net and more. Cloud Conversion is headquartered in Park City, Utah.

About the Force.com Platform and AppExchange
Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM (http://www.salesforce.com/) applications, more than 800 ISV partner applications like those from CA Technologies, FinancialForce.com and Fujitsu, and 160,000 custom applications used by salesforce.com’s 77,300 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel. Force.com also enables developers to make any enterprise app social by leveraging the social collaboration components including profiles, status updates, and real-time feeds available with Chatter.

Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange 2 marketplace http://www.salesforce.com/appexchange/, now featuring the ChatterExchange.

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Jon Jessup
Cloud Conversion
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