Customer Service Module provides your customer service agents (CSAs) with easy and fast access to the information needed to understand and quickly resolve customers’ problems. CSAs can use the Customer Support cockpit to modify previously placed orders, complete partial orders, take payments, cancel orders, authorize returns, and refund payments. The user interface even enables CSAs to create, modify, and manage customer profile details such as addresses, credit cards and contact preferences. Unlike other solutions, SAP Commerce offers true omni-channel integration; the application was specifically designed with the call center environment in mind.
A single, highly responsive UI, based on Backoffice Framework, improves efficiency by enabling CSAs to process more transactions per hour or day. Easy access to key functionality enables CSAs to quickly get the information needed to identify and resolve issues, Because CSAs see the same information, i.e. catalogs, promotions, etc. – that customers see, you can transform customer service into a successful sales center and boost your revenue. The Customer Support Module is a widget-based framework that enables you to customize and extend it based on your specific business requirements.
BENIFIT
- Increases customer satisfaction through highly personalized customer service and support.
- Increases performance of both response time and time-to-resolution.
- Improves usability, speed, and efficiency through use of a single, highly responsive interface for handling all sales and customer interactions.
- Supports full website integration enabling CSAs to access the same data and content your customers do.
- Drives sales and revenue by enabling CSAs to run advanced catalog search and access cross- and up-sell promotions.
- Provides a unified view of customers to give your CSAs access to customer information and their preferences.
- Configures your own cross-channel strategy through a modular, highly-configurable, widget-based approach.
- Supports multi-tenancy for streamlining personalized service to customers of multiple brands.
- Saves time on both development and training costs.
Features
Designed for the call center environment
Ready-to-use integration with the Order Management Services and the Assisted Service Module.
Maximum performance of your customer service agents
Higher usability, speed and efficiency.
Single, highly responsive interface
Keystroke access for quick access to the relevant information
Highly personalized customer service and sales support
Customer service agent sees the same information as the customer
Agent can alert customer about promotions, offers, cross-/up-sells
Personalized content visible to the agent as well.
Agent sees the same information as the customer does.
Support for chat integration
With TECH ERP SOLUTION Online SAP training course, you will get in-depth knowledge of modules, ensuring you will get hands-on training which is essential in order to work in industry.
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