Empower Customers With Digital Self-Service

Post-Purchase Visibility and Control

Digital Self-Service

Modern shoppers want to manage the entire buying cycle, including post-purchase options that enable them to make changes even after the sale. With its convenient access to post-purchase information, self-service allows customers to monitor transactions, change in-progress orders, initiate returns or exchanges, and more.

Manhattan Digital Self-Service empowers customer to self-manage their post-purchase experience by giving them visibility and control over orders, returns, and exchanges via their laptop, tablet, or mobile device. This customer-centric capability not only increases customer satisfaction but also allows retailers to save sales and reduce costs. It complements Manhattan Contact Center and Manhattan Active® Maven GenAI chatbot capabilities, giving consumers flexible and highly capable channels to get information and solve issues.

Configurable, Ready-to-Use Self-Service Solution

Manhattan Digital Self-Service is not just a tool; it's a flexible digital commerce solution that is ready to use. Its out-of-the-box user interface leverages ordering services from Manhattan Active® Order Management. It eliminates the need for order management integration or custom development, and its robust configuration allows retailers to create a branded self-service experience seamlessly within existing digital and mobile channels. Google Analytics tags can also be embedded to monitor user activity using a retailer's existing Google Analytics account.

Post-Purchase Visibility

Manhattan's digital self-service capabilities keep shoppers well-informed of order status from purchase to delivery. An initial email notification provides a customer with a consolidated view of their order, including status visibility into all order items. Customers can also opt-in for text (SMS) shipment and return tracking updates for their deliveries. Proactive notifications keep customers informed of the status of each order line item, including any changes, until all products are delivered. This functionality keeps customers engaged and reduces the number of inquiries to contact centers, saving time and resources for the retailer.

Consumers can use on-demand self-service at any time to monitor their orders. The order history landing page in Manhattan Digital Self-Service provides shoppers with a single view of their complete order history, encouraging them to help themselves by displaying status available actions for all orders and order line items.

Change Order Control

Powered by Manhattan Active Order Management's customer-controlled fulfillment capabilities, digital self-service guides them through changing order details such as shipping address or delivery date. They can also cancel entire orders or individual line items. Permitted order changes are automatically determined based on the state of the order.

Self-service control allows customers to flexibly manage store pickups, which has become essential in driving revenue and improving satisfaction. By offering flexible fulfillment change options, self-service control can reduce no-show rates (and resulting lost sales) for store pickups. With Manhattan Digital Self-Service, customers can even add an alternate person for store pickups, with that information immediately visible to store associates so they can proceed when the original purchaser is unavailable. Customers can also use the "ship it instead" feature to change ship-to-store orders to home delivery.

Return and Exchange Control

Customers also want control over purchases post-delivery. With Manhattan Digital Self-Service, shoppers can initiate returns and exchanges themselves. They can determine their preferred means of return—through store, carrier location, or by mail—and are guided through the steps to proceed. Customers can track returns and exchanges with the same detail and flexibility as orders.

In stores, the returns processed is simplified and accelerated. Customers select items to return and are provided with a barcode to show to the store associate. By using an existing return order, the store saves valuable transaction time and has visibility into incoming returns.

Manhattan Digital Self-Service also supports returns via FedEx and UPS shipping centers with a printer-less QR code option. Using the QR code, customers can take their boxed product and QR code to a nearby FedEx or UPS location and drop off their return. The return location will print a shipping label and send it to the retailer.

For exchanges, the customer is digitally supported through the process, from selecting the new item to obtaining any cost difference and then selecting the method to pay (or receive a refund) for the cost difference. In the case of an uneven exchange, the technology can make product recommendations during returns flow to drive sales conservations.

Virtual Assistance

Today's shoppers readily adopt new technologies that increase convenience in the retail experience. Manhattan continuously evaluates adding new technologies, especially in customer self-service, to provide consumers with greater control and ease in managing their post-purchase journey.

With virtual assistant support, Manhattan Digital Self-Service extends to conversational commerce technology. Now, inquiring, changing, or canceling an order is as easy as asking a virtual assistant, "Where's my order?" Manhattan's solution manages the entire engagement, including initial vocal registration and authentication. Once connected, the customer may initiate a return or even request a callback from a customer support representative. This feature provides a convenient and compelling way for customers to manage their post-purchase journey while reducing the workload on customer support teams, allowing them to focus on more complex issues.

• Enables retailers to meet increasing customer demands for greater convenience in managing changes to in-progress orders and initiating returns.
• Reduces operational costs by freeing contact centers from performing tasks that many consumers would instead manage themselves, including obtaining order and returns status.
• Provides proactive notification or access on-demand (via the web or conversation commerce) to complete orders, order transactions, and returns. Extends post-purchase information to include issues impacting purchase completion, such as payment issues.
• Empowers customers with complete self-service control of orders post-purchase (change orders, cancel orders, manage order pickup times).
• Allows self-service initiation of returns and exchanges, including label printing, to improve customer convenience.
• Extends digital self-service to conversational commerce via virtual assistants, giving customers more choices in interacting with a retailer.