Manhattan Associates has enhanced its Omni-Channel Customer Service Solution, providing call center customer service representatives with a single app and interface that can service sales across multiple brands, countries and channels.
With call centers now supporting multiple brands across many countries and multiple currencies, customer service reps must navigate different screens and interfaces to deliver seamless experiences, frequently logging in and out of multiple customer service applications.
Using the solution, enterprises can configure settings specific to a brand and country. This includes pricing, promotions, payment terms, currencies and shipping rules.
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Customer service reps can switch between brands or geographies at the click of a button while effectively communicating with customers in just one interaction, reducing call time.
“While it’s relatively easy to set up a digital presence in a new region, brands need a lot more than a site to be successful,” said Nikki Baird, Managing Partner at Retail Systems Research. “Part of the value of a brand is in delivering a consistent customer experience, no matter where or how consumers choose to engage. Customer service and contact center support have historically been overlooked as part of that consistent experience.”
