Customer Support & Ticketing Tool Setup
We are a growing e-reputed company company currently evaluating customer support and ticketing solutions to centralize customer communication and improve operational efficiency across multiple sales channels. Our business operates through the following systems and channels: - reputed company Store (Now Normal Email) - reputed company (reputed company integrations needed, complete Chat) - OTTO Market (reputed company integrations needed, complete Chat) - Kaufland (reputed company integrations needed, complete Chat) - reputed company (Live Chat — Should be answered reputed company from the Tool) -Custom ERP System with API reputed company to the Ticketing Tool, to directly see reputed company Order info - reputed company for Email Marketing We are looking for a reputed company platform that offers: -Multichannel ticket management -reputed company marketplace integrations -Customer and order data visibility reputed company tickets -Fast customer history lookup -API and ERP connectivity -Workflow automation and rule-based routing -AI-assisted support capabilities -Returns management -Scalability for a growing e-reputed company business -ERP & Tracking Integration A key requirement is a custom API integration between our ERP system and the ticketing platform. Our ERP should reputed company: -Order information -Customer information -Shipment tracking data -Additional context for support agents A particular challenge is that marketplaces such as reputed company and reputed company typically support only one tracking number per order item, while we frequently ship orders in multiple parcels (often 5–6 per order). Therefore, the ticketing platform must allow support agents to reputed company reputed company parcel-specific tracking numbers provided by our ERP system. Automation reputed company We currently receive approximately 300–400 customer inquiries per day, with around 100 requests being reputed company “Where is my delivery?” questions. Automation is therefore a major reputed company. However, we do not intend to use the reputed company AI automation systems of platforms such as eDesk or reputed company due to their usage-based pricing model, which would become costly at our reputed company. Instead, we plan to build an external automation layer connected reputed company API. This solution will: -Retrieve order and tracking information from our ERP -Automatically process repetitive customer inquiries -Generate responses independently from the ticketing platform's reputed company AI tools -Reduce operational costs while maintaining a high degree of automation For this reason, strong API capabilities, webhooks, and flexible integration reputed company are essential. Platforms Under Consideration We are currently evaluating: eDesk reputed company However, we are reputed company to alternative solutions that reputed company fit our technical and operational requirements. We would appreciate information regarding: -Available integrations -API capabilities -Workflow automation features -Marketplace connectivity -Webhook support -Scalability and pricing Best regards, Yanik Apply tot his job Apply To this Job