11. Interpretation of the space and how it impacts product direction.

We are planning to add chat and email functionality to our software, but what we think is unfortunate is that most CRM software does not allow you to get at the transactions themselves. They simply unify points of customer contact.

We will soon be partnering with company that will enable us to add email and chat to our product, but what we feel is more important and what has been neglected is a means for an ecommerce company to take a telephone order.

By making this process entirely web based, it is possible to run a distributed call center. In fact, that is just what The Lang Companies and Mass Quantities have done. Lang has a huge surge of customers around the holidays as they are selling seasonal greeting cards. So at the holidays, they use call agents in three separate physical locations and even have the phones forwarded to someone’s house who takes orders from home between Midnight until 5am.