Customer Service
| Feature | Description/Advantage | Benefit |
|---|---|---|
| Full-featured desktop order management application | Desktop application provides far superior usability, functionality and response time compared to the web-based applications typically provided for customer service representatives. Enable CSRs to locate, view and update customer records or specific orders | Improve CSR efficiency and customer satisfaction through faster operation, decreased error rates, decreased call length, reduced frustration and improved job satisfaction |
| CSRs can create and edit orders within the Commerce Manager | Allow customer service representatives to create and edit orders from within the Commerce Manager (store management) application. CSR edits include add/remove items, change order quantities, apply discounts, change shipping etc.
New orders are created by opening an instance of the storefront under the customer’s ID in a browser within the CM. This allows CSRs to use the full search and navigation features of the storefront and to view product cross-sell and up-sell suggestions. Credit card charges are adjusted automatically during refunds and exchanges |
More efficient CSRs, reduced support costs and happier customers through shorter calls, with fewer errors or misunderstandings (customers can explain orders or problems by phone).
Simplified order management by processing, tracking and managing phone orders just like online orders using the same system. Once orders are placed, CSRs can handle common customer support calls quickly and easily within the system and with full audit tracking |
| CSRs separate an Order into Multiple Shipments | Separate the contents of a cart into multiple separate shipments | Increase customer satisfaction and reduce checkout reluctance by shipping in-stock items immediately even if other items in the cart are out-of-stock or pre-ordered. Enable shipping of specific items to different addresses as gifts |
| Exchanges, Returns and Refunds | Create a return request and process the return when the item is returned to the warehouse. For exchanges, create a new order and shipment for replacement items. For returns, refunds can be issued directly to the credit card | Increase CSR efficiency and customer satisfaction by enabling CSRs to process product exchanges and returns quickly. All returns are fully tracked by Elastic Path’s fulfillment auditing |
| Customer Self-Service | Enables registered customers to review order details, track shipments (with required shipping integration), view order history, manage credit cards, manage email and shipping addresses, restore lost passwords and so forth | Increase customer satisfaction and reduce support costs by allowing customers to directly manage their accounts at any time without calling the support center |
| Feature | Description/Advantage | Benefit |
|---|---|---|
| Role-Based Security | Granular control over CSR roles and permissions within the Commerce Manager | Increase customer satisfaction and trust through enhanced security and accuracy. Reduce unauthorized changes (both deliberate and accidental) by tailoring access rights based on each CSR’s requirements, trust & experience |
| Fulfillment Auditing | Automatic, tamper-proof auditing of the entire order fulfillment process in the Commerce Manager | Know the facts to resolve discrepancies or disputes quickly and accurately with a complete audit trail over the entire lifetime of an order within Elastic Path including returns and exchanges |
