Scattered inboxes
The team must enter different marketplaces to check and answer conversations.
Sitelicon product
Every marketplace conversation. One team to answer them.
Sitelicon Customer Service centralises messaging from different marketplaces in one customer-service platform. It brings every conversation together with its order and customer, organises team workload and supports informed, consistent replies. It is available independently or within SES.
1 inboxMarketplace messaging centralised.
ContextConversations linked to orders and customers.
TeamAssignment, statuses and continuity.
FlexibleWithin SES or independently.
Multichannel service
Customers should not notice how many marketplaces your team has to manage.
Every marketplace has its own message centre, rules and context. When conversations are handled separately, tool switching, duplicate replies and missed follow-up increase. Sitelicon Customer Service brings that messaging into one shared operation. Other channels such as email, WhatsApp or social media are not part of its scope.
When it fits
When replying inside every marketplace is no longer sustainable.
Centralising means more than displaying messages together. It also means preserving context, ownership and traceability.
Missing context
Messages are handled without the required order, customer or conversation history.
Unclear ownership
It is not always clear who is managing each case or its current status.
Service that is hard to measure
Activity remains fragmented, making volume, workload and resolution difficult to analyse.
Capabilities
Messaging, context and teamwork in one workflow.
Scope follows the connected marketplaces, their APIs and the service organisation.
Unified inbox
We bring marketplace messages into one shared space.
- Centralised reception
- Marketplace identification
- Filters and consultation
- Pending-work visibility
Order and customer
We add the context required for each conversation.
- Order association
- Customer identification
- Relevant case data
- Conversation history
Team management
We organise ownership and continuity.
- Agent assignment
- Statuses and priorities
- Case follow-up
- Continuity across people
Reply and analysis
We support consistent and measurable service.
- Reply templates
- Activity traceability
- Service metrics
- Volume and resolution analysis
Implementation
From separate inboxes to shared customer service.
- 01
Map
We identify marketplaces, query types, teams, rules and priorities.
- 02
Configure
We prepare connections, users, assignments, statuses and templates.
- 03
Validate
We test real conversations, order context and service journeys.
- 04
Launch and improve
We activate the service and review adoption, workload, metrics and evolution.
Usage models
The platform adapts to each client’s operating model.
It does not require a complete managed operation: it can be part of SES or used as an independent product.
Integrated with SES
The platform supports the team managing ecommerce operations and marketplaces.
Independent product
It can centralise service without adding the remaining SES services.
Multiple marketplaces
One way of working across conversations originating in different sales channels.
Growing teams
Assignments, statuses and history preserve continuity as workload increases.
Proprietary technology
Customer service designed from ecommerce operations.
Sitelicon develops technology and manages ecommerce businesses. That combination lets us treat messaging as part of the order, customer and team workflow—not as an isolated inbox.
- Product developed by Sitelicon
- Focused exclusively on marketplace messaging
- Integrated order and customer context
- Available within SES or independently
Frequently asked questions
Centralised marketplace service.
01Do I need to engage SES?+
No. Sitelicon Customer Service can be used independently or as part of an operation managed through SES.
02Which channels does it centralise?+
It centralises marketplace messaging only. Email, WhatsApp, web chat and social media are not within the current scope.
03Does it connect messages to orders and customers?+
Yes. The conversation includes the available order and customer context to support an informed reply.
04Can it organise work across agents?+
Yes. It includes assignment, statuses, priorities, follow-up and history to preserve ownership and continuity.
05Can any marketplace be connected?+
Each connection depends on the marketplace API, permissions and available capabilities. Specific feasibility must be validated before confirming a new integration.
Sitelicon Customer Service
Let’s bring your marketplace service into one operation.
Tell us where you sell, how many conversations you receive and how your team currently works. We will review the connections and implementation model.
Send an enquiry
Let’s start with the context.
We only ask for the information needed to understand and route your enquiry correctly.
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