CoreCommerce

We have expanded our Legendary Support coverage to 24x7x365.

Providing 24/7 support is part of our ongoing commitment to customer service, and will be a particular benefit for our international customers. We’re pleased to be able to expand our phone support hours so CoreCommerce customers will have access to the technical support they need regardless of the time zone they’re in or the hours they work.

This has been one of our goals we have been working towards throughout 2011. We have quietly been offering 24/7 support for almost 5 weeks now as we moved our staff into those roles.

CoreCommerce’s commitment to customer service is supported by the high level of satisfaction expressed by customers backed by our Legendary Support. CoreCommerce holds a 93 percent customer satisfaction rating based on the feedback received in response to each interaction with a customer by e-mail or phone.

Over the past few months, several customers have pointed out to us that our training and knowledge base articles are weak or outdated (it sucks), and I would have to agree. Because of this, I wanted to announce some changes we’ve been working on with the KB (Knowledgebase) and support section of our website.

1 – Better Search Algorithms & Relevancy
The only thing worse than searching and getting ZERO search results, is getting search results that don’t match what you searched for. We have implemented a relevancy scoring system to better match what you are looking for with what’s in our database.

2 – Related Articles
When viewing the details of a KB article, in the bottom right of the screen, if there are related articles, then we display those for you. So, for a collection of KB articles, we can group them together this way.

3 – Typo Corrector
To help facilitate searches, we’ve implemented a lightweight typo corrector to ensure your search matches related KB articles.

4 – Search Monitoring
We now log your searches, so we know what you are looking for and what searches yield ZERO results -OR- which search results have low relevancy.

5 – More KB Articles (Now & More Coming Soon)
We used to have only a few hundred KB articles in our database and we have more than tripled the number of KB articles just a month ago. We are far from being done, we are working towards creating several thousand. We’ll be working on it for the next several months to get caught up, as well as adding new articles & videos after each round of new features.

Matt DeLong
CoreCommerce President / CEO

We have extended our phone support hours effective January 3, 2011. Our new phone and live chat hours are 9am to 9pm EST Monday through Friday. Saturday and Sunday will remain 9am-6pm EST.

This moves CoreCommerce one step closer to 24/7 phone support. We look forward to continuing our legendary support throughout 2011.

Scott and Lynde Hord founded Abba Java in October of 2008. The non-profit organization is dedicated to meeting the needs of orphans around the world through the sale of high quality coffee locally roasted in Franklin, Tennessee.

“We raise money for orphans in Zambia,” Scott Hord said. “Today we support 67 orphans in Ndola, Zambia. We provide food, medicine and help fulfill education needs.”

To help Abba Java meet its goal, they turned to CoreCommerce.

“CoreCommerce allows me to focus where I need to focus,” Hord said. “It frees me up to generate business, instead of spending time behind the scenes. I needed peace of mind in my business.”

Hord’s is using CoreCommerce to help push his business to the next level and meet their goal.

“We would love for there to be 1,000 Abba Java’s across the country,” Hord said.