Memaila Webinar - New Features for Even Better Customer Conversations | Webinar | Descartes Sellercloud

Webinar Transcript

Thank you all for joining me for the Memaila webinar. I just wanted to go over some of the latest features and updates. We’ve gotten a lot of good feedback from people using it, and tried to put that to use and implemented a number of features. So I want to review that today.

As you guys know, Memaila is an email communication tool that turns your regular mailbox into a team mailbox, allowing multiple people in your team or your organization to respond to messages, whether it’s messages from your customers or questions. Instead of an email conversation getting stuck in one person’s mailbox, you can actually give multiple people access to those emails through Memaila in a secure way. We’ve processed over a million emails in 2020 from people using Memaila.

We have a number of customers who are paying for various upgraded plans. As you guys know, the basic plan is still free for one mailbox. As far as our integration with Sellercloud, we have a tight integration so that if an email comes in from a customer, whether it’s a Shopify customer or an Amazon customer it will actually show you a snapshot of the related order information from within Memaila. Similarly, we’re able to link those conversations to the actual orders within Sellercloud. So it’s a two-way integration over there.

One of the new features we added based on feedback was to actually catch cancellations. A lot of the marketplaces, whether it’s Amazon or Walmart, send cancellation requests for third-party transactions by email. From a customer standpoint, the buyer finds this quite frustrating, because if someone cancels an order after 45 minutes, that order may have already been released to the third-party seller.

Historically, Amazon expects those third-party sellers to respond within 24 hours, but this means buyers often wait a day to get a response. The buyer just wants to cancel the order and buy something from someone else, but they’re stuck waiting for a cancellation request. This is equally frustrating for the merchant, as orders can get shipped out before they have a chance to read those emails, resulting in costly returns.

With our integration with Sellercloud, we’re able to intercept those messages and put those orders on hold. We actually saved one customer over $4,000 by catching over 330 orders where there was a cancellation request in the fourth quarter. This feature currently works for Amazon, eBay, and Walmart, and we encourage everyone to take advantage of it.

This shows you how it comes in as an email and gets recognized by Sellercloud, which changes the status of the order. If you’re using Skustack to manage your warehouse, we can stop an order based on whether it was picked or not, in addition to whether it’s shipped.

We also made improvements for RMAs. While Sellercloud creates RMAs every time someone wants to return an item, the reason for the return often isn’t included because it’s exclusive to email communication. Using Memaila, we can pull that information to update the RMA with that return reason.

Originally, we thought people would mostly use Memaila through their native email app. However, we observed that users prefer our user interface to manage messages, which led to major upgrades for smoother navigation without needing to refresh the screen. The interface is mobile-friendly as well.

People wanted to be able to assign messages efficiently. In addition, we incorporated two-factor authentication as a new security feature, meeting the latest requirements for Google Apps. Memaila is available on both the iOS App Store and Google Play, improving accessibility.

We’ve added the ability to create a Memaila email account rather than just linking your existing account with your domain. This makes the setup process simpler, allowing teams to connect directly to their Amazon account using a Memaila email.

We appreciate everyone’s feedback and will continue to release new features. Thank you for your attention.