For many omni-channel businesses, receiving orders over the phone can be a major component of the sales channel mix. Having customer service reps input orders into website shopping carts adds unnecessary fees to retailers, and is a process which ill-equips customer service teams to deliver an exceptional customer experience.
Using RetailOps, customer service representatives are able to generate customer orders directly in the system, allowing retailers to avoid expensive shopping cart transaction fees, improve the check-out workflow, and provide customer service reps with tools to enable a successful customer experience. Here are some of the highlights:
- Customer order history and notes to allow customer service representatives to build context around each engagment, look up past orders, and build an ongoing relationship with your returning customers
- Saved Customer Addresses allow your team to quickly take orders once a customer has been identified while improving the customer experience and ease of order
- Real-time Address Verification to eliminate customer and communication mistakes, reduce ship-back, and reduce fraud
- Automatic Risk Analysis to cut back on chargebacks and give your administrative team control over which orders go straight to warehouse and which get flagged for review
- Quick Email Invoicing to easily provide customers with confirmation of placing their order