Contact Centre

Customer Service Consistency

Nearly two-thirds of shoppers said getting a consistent level of service, regardless of where they are, is most important to them¹. That consistency means giving associates the ability to handle any inquiry, regardless of where the original transaction started, such as an order, return, or exchange.

Always Exceptional Customer Service

Manhattan’s Contact Centre provides customer service associates with a complete customer view, including full transaction and interaction history, from a single dashboard as part of Manhattan Active Order Management. Native access to customer orders and transactions, originating from any channel, enables associates to search, add or cancel orders; add promotions; and complete appeasements, returns, and exchanges.

With the additional capabilities of Manhattan Active Customer Engagement enabled, contact centre associates are prepared to deliver exceptional service during any interaction. All activity across various channels, such as phone, chat, email, and social, is a displayed as part of the customer profile to personalise interactions.

With included case management, issues for resolution can be created and managed by associates or automatically by the system. Exceptions, like payment failure and shipment delays, automatically generate a case and are assigned to work queues for proactive customer service.

Enhanced Associate Experiences

• Rapidly access a single customer dashboard of all transactions from every channel
• Quickly access queues and tasks with the customer service associate dashboard
• Significantly reduce inquiry response times with quick access to the most requested order and return-related information
• Easily capture sales with robust item search and product info features
• Quickly offer pricing, promotions, taxes and payment processing
• Seamlessly modify any attribute of an order
• Support returns and even/uneven exchanges across channels
• Easily provide options for multiple delivery methods, like ship to address, pickup in-store, and ship to store
• Intuitively leverage store locator and store-level inventory visibility