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Business Requirements
When customers can’t find the answers they need, they can
become frustrated and often click away from partially completed
forms or abandon their shopping carts. In order to recover these
customers, service contact points – including call centers, chat,
eMail, and even Web-enabled customer self-service – need to
be able to deliver the appropriate information and resolutions
quickly. A weak customer service center infrastructure makes
is difficult to serve customers efficiently. Long hold queues and
customer service agents (CSAs) without the appropriate skills and
knowledge contribute to low customer satisfaction and lost sales.
Turning this problem around requires arming CSAs with the right
support tools to quickly solve customers’ problems, which leads
to higher customer satisfaction and, ultimately, to increased
revenue.
Solution
hybris Customer Service Module provides your CSAs with easier
and faster access to the information needed to understand and
quickly resolve customers’ problems. CSAs can use the Cus-
tomer Service Module to create new orders, modify previously
placed orders, complete partial orders, take payments, cancel
orders, authorize returns, and refund payments. hybris Customer Fig. 1: : Customer management
Service Module even enables CSAs to create, modify, and man-
age customer profile details such as addresses, credit cards and
contact preferences. Unlike other solutions, hybris offers true
multi-channel integration; the application was specifically de-
signed with the call center environment in mind. A single, highly
responsive UI improves efficiency by enabling CSAs to process
more transactions per hour or day. Easy access to key functional-
ity enables CSAs to quickly get the information needed to identify
and resolve issues. Because CSAs see the same personalized
screens – catalogues, promotions, etc. – that customers see, you
can transform customer service into a successful sales center
and boost your revenue. The hybris Customer Service Module is
a widget-based framework that enables you to customize and
extend it based on your specific business requirements.