Call Center
Maximize Every Customer Interaction
The call center is one of the first places a customer goes for issue resolution, purchasing, and customer service questions. It can also be a profitable sales channel. Make the customer experience with the call center as productive as possible by providing customer service representatives (CSR) with the information they need, quickly and easily, to ensure high customer satisfaction levels and maximize all revenue opportunities.
Understand that Silos Don’t Equate to Excellent Service
Complete visibility into customer data, as well as order and inventory status, is essential to delivering a complete, productive customer experience. When a customer contacts the call center, they are looking for information quickly, and expect to have it delivered by someone who is knowledgeable and courteous. Junction Solutions’ call center and customer service capabilities provide CSRs with quick and easy access to customer information, including order history and alerts and notes in the customer’s history. Junction Solutions enables CSRs to view real-time inventory levels and order status so they can accurately inform the customer regarding when to expect to receive merchandise or what merchandise is on hand based on what they wish to order. Learn more
Ensure No Revenue Opportunity is Missed
Customer service teams can help drive additional revenue with every interaction. Junction Solutions provides CSR scripting, hot messages, and images of product information. The system can also be configured to identify up-sell and add-on merchandise based on items ordered. CSRs can easily view this information to make relevant suggestions to the customer at the point of purchase. For retailers with continuity programs, Junction Solutions’ Continuity Sales functionality enables CSRs to make changes and customize continuity programs to meet the customer’s needs and ensure greater customer satisfaction. Learn more
Experience Complete Integration, from the Front to the Back of the House
Ensure that customer activity, order and inventory information are all efficiently tracked throughout both CRM and ERP systems. Junction Solutions is built into Microsoft Dynamics® AX ERP and JunctionMCR, an end-to-end multi-channel retail solution-set features a fully integrated Microsoft Dynamics AX CRM module. This enables retailers to track information and activity from the call center to the warehouse, within one enterprise-level platform. Learn more
