Customer Service Center enables you to perform many functions that are typically performed by a call center representative, including:
- Customer information processing: manage customers via search, finding their orders, and updating account settings
- Managing orders:
- Order entry: creating new orders
- Order processing: manage the order workflow
- Order research: search for a customer order quotes
- Returns processing: handle returns, reships, and exchanges using the returns order process or blind returns
- Catalog management: browsing or send catalogs
The following diagram summarizes the available workflows in Customer Service Center.
You must
understand and configure the following prior to using Customer Service
Center:
Access Customer Service Center from the Customer Service
section of the Order Management menu or via a standalone URL.- Provider settings
- User security roles
- User accounts
Note: Order
Management can also integrate with third-party customer service
systems.
Customization
Customer Service Center can be:
- Localized for a specific region, language, or market via locale-specific components such as currency and number, date, time, and addresses formats.
- Customized to meet your company's requirements, including operations, workflow, data capture, merchandising, and multi-channel sales strategies.