Contact Center Boost Trust through Professional Customer Service

Professional customer service with consistent, real-time information

Higher conversion rates thanks to direct customer care when ordering

Time and cost savings on service tasks through optimized processes

Challenge

Omni-channel commerce means much more than offering products and services via multiple channels. To build trust with your customers, you also have to be available in person, e.g., to provide product advice or respond to queries about orders.

Solution

The Intershop Commerce Suite includes a sample application that you can use to create your own contact center. It provides your customer service staff with a wide range of functions for communicating directly with customers. Co-browsing, for example, allows them to guide a customer through the product range, change items in their shopping cart, and take orders directly over the phone. In addition, your agents have a clear overview of each customer’s order history and can therefore provide detailed information on the status of current orders.

Characteristics

  • Co-browsing capability with customers
  • Take control of shopping cart and online orders
  • Accept orders by phone
  • Real-time order information
  • Ad-hoc issuing of coupons

Modules overview:

Area of application:

Omni-Channel Management

Part of these products:
Omni-Channel Services Toolset

Responsive Blue Print Store for Web and Mobile

Faster Roll-Out of New Sales Channels and Touchpoints with B2C and B2B Store Templates

Learn more

Omni-Channel Services Toolset

Get a Faster Return on Your Innovative Business Ideas with Platform-Independent Business Apps

Learn more

Omni-Channel Order Capture

Accept and Process Orders from Diverse Channels in a Customer-Friendly Way

Learn more

Brick and Mortar Store Services

Get Closer to Your Customers through Personalized In-Store Service

Learn more

Contact Center

Boost Trust through Professional Customer Service

Learn more

Internet of Things

Get the Right System Architecture to Prepare Your Business for the Future

Learn more