Customer Service Capabilities
Feature
Changed on:
23 Sept 2024
Overview
Customer service capabilities allow customer care staff to understand and respond to how consumers think, act, and engage. Fluent Commerce supports all the necessary processes to enable flexible customer support, engage customers from one end of the buying journey to the other, and deepen customer relationships.
Detailed Technical Description
For retailers who need to provide customers with quality and convenient customer service, understand what causes your customers pain and remove it, and help reserve positive customer impressions by helping to solve problems quickly and easily.
Key Capabilities
- Create or Edit orders
- Cancel Orders
- Replace items in an order
- Add items to an order
- Remove items from an order
- Update the quantity of items on an order
- Update delivery address
- Change delivery method or pickup location
- Offer appeasements to customers in the form of credit/discounts
- Manage returns, exchanges and process refunds
- Send customers detailed order updates, so they don't need to call
- Notify the customer beforehand if the order has been short-picked/backordered.
- Process credit memos in the case of a difference in price created when adding or removing an order item (for example with appeasements)
- Search, view and edit customer billing accounts
