When a customer calls, is she looking for product information or order status? Should your call center agent open up his green screen or use the ecommerce Website? Your call center agents address these same two questions hundreds of times per day. Isn’t it time for something more efficient?
The Demandware Customer Service Suite (CSS) allows your agents to quickly access all order information, customer information, product information and more through one Web-based interface. Customer Service Suite is built on the Demandware eCommerce Platform, and gives your call center agents access to all of the same information available to your customers on your Web site.
From cross-sells and up-sells to the latest promotions—your customers will enjoy a consistent multi-channel experience. Your newly armed agents now have a single view into your customers’ entire history and can recommend products using rules established by Active Merchandising™.
Through our Customer Service Suite your agents can capture and modify orders, answer questions about order status, update customer profiles and start the returns process. From a newly created order on the Web to a backorder awaiting inventory, agents have full visibility to line item status and can modify it all.
Customer Service Suite can be tailored to meet your unique needs and requirements, just like your Website. It also provides roles and responsibilities along with an audit log to meet your security standards and PCI Compliance.
Call center agents with the same customer information as the CRM, the security of PCI compliance, and the same product and promotional information as the Website—all together in one easy-to-use UI—what a novel idea!
UX Studio
An extensive library of pre-built merchandising processes and tools.
Business Manager
A robust dashboard interface to manage your entire ecommerce site.
Grid Computing
A scalable ecommerce infrastructure to handle seasonal peaks in traffic.
SiteGenesis
A blueprint for building great ecommerce sites.
Customer Service Suite
A Web-based interface to access order, customer, product information and more.