Customer Service
Integrated Intelligence for Call Centers that Enables the Personal Touch
Drive more profitable customer relationships with complete 360-degree visibility into order, inventory and customer information. Ensure that customer service representatives (CSRs) – typically one of the first live touchpoints for the customer to the business – are equipped with access to the right information to ensure accurate and satisfactory resolution of customer questions and issues.
Make the Most of Every Customer Interaction
Customer Service functionality, part of JunctionMCR for Multi-Channel Retail provides retailers with a powerful solution that helps representatives be more responsive to customer needs. The intuitive scripting and upsell information available provides representatives with the tools they need to maximize the value of each customer interaction and enhance revenue opportunities.
Features & Benefits
Fast Customer Information Search
Search capabilities enable representatives, through the use of unique identifiers, to quickly identify that they are looking at the correct customer information. Alerts and notes in the customer’s history are also readily accessible.
Aggregated View of Customer Data
Whether a customer is enrolled in multiple continuity programs or has multiple service instances and transactions, JunctionMCR’s multiple-quadrant customer service screen puts all customer information at the CSR’s fingertips in a view that’s easy to manage and navigate.
Fully Integrated CRM Module
Efficiently track all customer activity, including warranty claims, returns and other customer requests through JunctionMCR’s fully integrated CRM module.
Scripting & Upsell Alerts
Maximize the potential revenue in every customer interaction. JunctionMCR provides CSR scripting, hot messages and images of product information. The system can also be configured to identify upsell and add-on merchandise based on items ordered. CSRs can easily view upsell and add-on information to make relevant suggestions to the customer at the point of purchase.
