Go Multichannel with Amazon WebStore

Customers expect to have the same experience with you whether they're on your website, using a mobile application or visiting one of your stores. With Amazon WebStore, you can quickly enable a compelling, branded multichannel solution at an affordable price. So you can give your customers a seamless experience—no matter how they shop with you.

Develop customer loyalty by offering a seamless experience

With Amazon WebStore, your product, customer, and order data are shared across your website, assisted ordering, and customer service channels. Our Customer Service Application gives your agents access to every customer's entire history (purchases, shipments, refunds, returns, contacts) across all channels, in real time, and our Assisted Ordering Application allows them to make purchases on behalf of customers. This enables your agents to provide an experience that exceeds customer expectations, building loyalty and encouraging repeat business.

Provide better customer service while reducing cost

When you choose Amazon WebStore, you get the benefit of Amazon's experience and investment in technology. We've translated more than 15 years of customer service experience into Knowledge Management functionality embedded in our Customer Service Application. Your agents can search and browse our knowledge content library to address common customer issues and questions, improving the quality of service provided and reducing the associated cost.

Leverage Amazon's customer base and fulfillment network

Amazon offers several programs to help build sales, increase efficiency and make ecommerce business more profitable. WebStore's Amazon Associates Widget allows you to list items from Amazon.com on your WebStore and earn referral fees. With Selling on Amazon, WebStore's companion program, you can list your items on Amazon.com and sell to tens of millions of customers. You can also leverage our world class fulfillment network with Fulfillment by Amazon. Send us your inventory and we pick, pack and ship your items for you.

Product Benefits

"360 degree" view of customer touch points across multiple channels:

• Integrated suite of fully featured, hosted, multichannel applications can be branded and deployed quickly.
• Comprehensive multichannel solution for low total cost of ownership.
• Amazon personalization capabilities drive increased average order value across all channels.
• Ability to list items on Amazon.com drives additional revenue.
• All ordering channels are integrated with Amazon's direct to consumer fulfillment systems.
• Individual channels can be adopted on an as needed basis.
• All applications meet Amazon standards for security and PCI compliance.

Key Features

Product, customer, and order data are shared across the website, assisted ordering, and customer service channels, eliminating the need to build and maintain expensive integrations between channels

The Customer Service Application is used to address customer requests and inquiries across all ordering channels

Agents are able to search for, identify, and authenticate customers, and view and manage customer account data, orders, and shipments across all ordering channels:

• Customer contact records can be created and managed to completion including "wrap up" functionality that enables issue reporting.
• Agents are able to view the customer's full payment, transaction, concession, return, and refund history across all ordering channels and issue replacements, refunds, and promo certificates to resolve customer issues.
• Home page functionality enables efficient management of an agent's assigned contacts.
• Detailed metrics allow real time monitoring of contacts (unlocked, received, resolved).

Knowledge Management functionality embedded in the Customer Service Application increases the quality of customer service provided and reduces the associated cost:

• Customer service agents can search and browse knowledge content (blurbs, articles, and/or general information) to address common customer issues and questions.
• Designated content editors can create, edit, and categorize knowledge content.
• Default knowledge content reduces the cost and effort associated with providing customer service.

Phone and Store based agents can place orders on behalf of customers using the Assisted Ordering Application.

Customer account and order management functionality available in the Customer Service Application is also available to agents using the Assisted Ordering Application:

• Products are discoverable by agents using the same search and browse capabilities available on the website.
• Item data available on the website is also available to agents and optimized for low bandwidth.
• Shopping Cart persists across phone, in store and website, enabling customers to continue an order in their preferred channel.
• Customer and channel specific product recommendations are displayed in the cart to drive increased average order value.
• Agents are able to place orders, including redemption of general or channel specific promotions, for both new and returning customers.
• The color and logo of the application can be modified to meet branding requirements.

Secure agent authentication and management capabilities are leveraged by the Customer Service and Assisted Ordering Applications:

• Administrators can create, view, edit accounts, reset passwords, and enable / disable agent accounts.
• Role-based permissions can be set to provide agents with access to the specific functionality they require including supervisor capabilities.
• Automated forgotten password capabilities reduce administrative overhead.
• All editing of agent activity is audited.

All applications are hosted on Amazon's scalable, reliable infrastructure and subject to Amazon's data security and PCI compliance standards Store Locator functionality is available for use on both the website and the Assisted Ordering Application.

• Store Managers are able to view and edit store information (address, hours, contact information, messages, products and services offered).
• Messaging to agents across stores or within a specific store is managed using the same administrative interface as store information.

Amazon WebStore's Associates Widget enables simple listing of items on Amazon retail marketplaces.

All Amazon WebStore ordering channels are integrated with Amazon's direct to consumer fulfillment systems