Page 42 - Peak Period Planner - Holiday 2018

42
Contact
centre
Though customers have intentions to spend money when they walk into a store or shop online, what they’re really looking for is time. Time to get to know the product, time spent with an associate looking for what’s right for them. Time browsing through the various products we offer. Customers always value service quality and convenience more so than the price of a product. We want to ensure that our customers have exceptional experiences with our brand, be it in-store or online. Being at the top of the list when it comes to customer experience is our top priority. Great customer service is about understanding and finding customers the answers to their questions, to put their worries at ease, and to find solutions to any issue they may have.
When customers have questions, they want nothing more than to talk to you.
The Contact Center tool will give our store teams all the information they need and necessary steps to follow to create smooth omnichannel experiences - right at their fingertips. In order to keep and continue acquiring loyal customers, we need to work together to solve their problems.
FEATURES & FUNCTIONS
• Create fast and easy access to a customer’s most recent transactions originating from any channel
• Reduce enquiry call times with the most requested order and return-related information in fewer clicks
• Captures sales with robust items search and product info features
• Offer pricing, promotion, taxes, and payment processing
• Enable customer modifications to any attribute of the order
• Provide customer order status-enquiries, returns, and exchanges with embedded self-service console for digital commerce
• Switch between customer orders, returns, and exchanges
• Support returns and even/uneven exchanges across channels
• Give store teams options for multiple delivery methods such as ship to address, collect in-store, and ship-to-store
• Utilize store locator and store-level stock visibility
• Integrate seamlessly with Customer Engagement for social communication and customer insight