Support Agent
Answers customer cases on the store from live order, shipment, and return data, resolves what it can, and hands the rest to your team with a summary.
One System for Sales, Support, and Every Customer
TDCCommerce CRM keeps every lead, quote, order, and support case beside your inventory and accounting. Your team sees the whole customer, not a fragment of them.
Everything Your Team Needs to Sell and Serve
Sales
Pipeline, Quotes, and Orders
- Track every deal from first contact to outcome in one pipeline, with all deal details in one place.
- Convert a quote into an order in one step, already linked to inventory, billing, and delivery.
- See each customer's purchase history, activity, and product-level buying behavior before you call.
- Follow up on time with a clear view of where every opportunity stands.
AI Agents for Sales and Support
Contact Us Agent
Sorts every store Contact Us message into a support case or a sales lead and drafts the first reply.
Support Reply Assistant
Suggests a reply to any open case from its full history, then polishes, shortens, or expands it on request.
Email Summarization AI
Turns long email threads into short summaries with decisions, pending tasks, and follow-ups highlighted.
Email Enhance AI
Writes and rewrites emails, adjusting tone and clarity for customers, partners, or your own team.
How TDCCommerce Compares
| Feature | The Usual Setup | With TDCCommerce |
|---|---|---|
| A lead comes in from the website | Someone copies it from the inbox into the CRM | It appears as a lead with its source, assigned to a rep |
| Quote a customer | Check stock and prices elsewhere, then type the quote | Prices and availability are already on the quote screen |
| Customer calls about an order | Ask for the order number and open the store admin | The order is right there on the screen the rep is looking at |
| Two records for one customer | Keep both, or delete one and lose its history | Merge them and nothing from either is lost |
| A case needs order details | Copy and paste from the shipping app into the reply | Delivery and payment details are already next to the case |
| Hand off a long email thread | Read the whole thread before replying | AI summarizes the decisions and open items |
| Wholesale buyer wants their pricing | Send a PDF price list | They log in and see their prices |
Stop Switching Between Systems
Stop piecing together a customer from three systems. One profile holds the lead, the quote, the order, and the case, and every team reads from it.
Questions Sales and Support Teams Ask
Does the CRM work with the online store?
Yes. Store orders, customer accounts, and support cases share one customer record with the CRM, so nothing syncs and nothing drifts.
Can wholesale and retail customers live in the same CRM?
Yes. Business accounts get approval controls, their own catalogs and pricing, and quote requests, alongside your retail customers.
What happens to duplicate customers?
The system flags records that share an email or phone, you choose which one survives, and the merge keeps every order, case, and note from both.
How do support agents see order details?
The case opens on the customer's profile with purchase and delivery history already on screen, so nobody asks for an order number.
Can quotes turn into orders without re-entry?
Yes. One click on an accepted quote creates the order, with no line retyped.
Does AI answer customers on its own?
Only when it is confident. AI resolves cases it can verify from order data and passes anything else to your team.
Can reps see stock while they sell?
Yes. Reps quote what the warehouse actually has, because inventory and the pipeline share one database.