Boost Sales Support and Conversions

Elevate Customer Service

Contact Center

A contact center can be more than a channel to handle customer inquiries and issues. It can be a revenue producer if you give customer service representatives (CSRs) the right tools – even as effective as stores and ecommerce sites. That’s where Manhattan Contact Center comes in. 

Sales Workflows Optimized for Conversion

Manhattan Contact Center offers robust omnichannel selling capabilities, including powerful item search and product information features like identifying, viewing and selling of global inventory. To drive conversion, CSRs can present relevant deals based on a customer’s items in the cart. Payment-based promotions, like a 10% discount with a private label credit card, and pre-shipment appeasements, like waiving shipping fees, also help drive conversions. With Manhattan’s contact center solution, CSRs get the tools to add value to the customer and workflows that guide them efficiently through pricing, promotions and taxes.

Fulfillment-Optimized Product Recommendations

Integrated with the retailer’s product recommendation engine, Manhattan Contact Center creates a list of personalized product recommendations and then optimizes them for the best fulfillment experience. For example, the solution can filter out, re-rank or annotate items that are out of stock in the fulfillment network or the customer’s preferred store. Manhattan Contact Center can also highlight items that won’t create split shipments. These recommendations are displayed during search, capture/edit order and returns creation, personalizing the customer experience throughout the buying process and making each customer feel valued.

Streamlined Order Finalization

Manhattan Contact Center streamlines order finalization by setting up the customer’s preferred delivery method – ship to address, pickup in-store, and ship to store – and processing payment, including a convenient pay-by-link option. Customers can complete the transaction at their leisure, and the order is then automatically confirmed. This streamlined flow saves CSRs time, allowing them to move on to the next customer. If a customer doesn’t add payment, a reminder email is automatically sent. If the customer does not pay after a set period of time, the order is cancelled.

• Manhattan's unified commerce approach enables retailers to offer the same omnichannel selling experience in stores and online through contact centers, turning contact centers into profit centers.
• Guides associates through finding products, product information and promotions to share with customers.
• Views inventory availability across your complete network, including stores.
• Sets up orders for the customer's preferred delivery method, including store pickup.
• Offers multiple payment options, including pay-by-link.