Empower Customers With Digital Self-Service

Digital Self-Service

Modern shoppers want control throughout the buying cycle, including post-purchase options that enable them to make changes even after the sale is complete. Digital self-service provides timely information for customers to monitor transactions and events post-purchase and gives them control over transactions, with the ability to change in-progress orders, initiate returns and exchanges, and more. Manhattan Digital Self-Service empowers customers with post-purchase orders and returns visibility and control via their laptop, tablet, or mobile device—increasing customer satisfaction while allowing retailers to save sales and reduce costs.

Configurable, Ready-to-Use Self-Service Solution

Manhattan's Digital Self-Service solution is ready to use with a baseline user interface leveraging ordering services from Manhattan Active® Order Management. It eliminates the need for order management integration or custom development to provide post-purchase digital self-service. Configuration allows retailers to create a branded customer digital self-service experience seamlessly presented within a retailer's existing digital and mobile channels.

Post-Purchase Visibility 

Manhattan's Digital Self-Service capabilities keep a retailer's customers well-informed of order status from initiation to delivery. An initial email notification provides customers with a consolidated view of their orders with status visibility into all order items. Proactive updates and notifications keep customers informed on new shipment information, including status changes, until all items are delivered. Customers can use on-demand self-service at any time to track orders and order items, including items in process, canceled, or returned.

Change Order Control

Powered by Manhattan Active Order Management's customer-controlled fulfillment capabilities, Digital Self-Service guides customers through changing order details such as shipping address or delivery date. Customers can also cancel orders or individual order line items. Permitted order changes are automatically determined based on the state of the order. Self-service control supports store pickup order changes, allowing customers to extend or change pickup windows and switch pickup to home delivery.

Allowing customers to change from store pickup to home delivery creates significant value for retailers. It can reduce no-show rates (and resulting lost revenue) for store pickups by offering a flexible fulfillment change option for customers at risk of being a no-show. It also can protect revenue when stores are out of stock and unable to fulfill a pickup order. Instead of the customer receiving a dead-end "sorry, we're out of stock" email, Manhattan Active Order Management can check network availability and send the customer an email asking if they want to "ship it instead?" to save the sale. The customer is then guided to request the change to home delivery through Digital Self-Service.

Return and Exchange Control

Customers also want self-service control over purchases post-delivery. With Manhattan's Digital Self-Service capabilities, customers can initiate returns and exchanges digitally. For returns and exchanges, customers can determine their preferred means of return—through store, carrier location, or by mail—and are guided through the steps to proceed (such as printing a return label). For exchanges, the customer is digitally supported through completing the product exchange, such as selecting the new item, obtaining any cost difference, and selecting the payment method for any cost difference. Returns and exchanges can be tracked to the same level of detail and flexibility as orders.  

Virtual Assistance

Today's shoppers readily adopt new technologies that increase convenience by simplifying how they shop and get customer service. This trend is why Manhattan continuously evaluates adding new customer service technologies, especially in customer self-service, to provide retail customers greater control and convenience in managing their post-purchase journey.  

With Virtual Assistant Support, Manhattan's Digital Self-Service extends to conversational commerce technology. Now, inquiring, changing, or canceling an order is as easy as saying, "Where's my order?" to a virtual assistant. The entire engagement with the customer is managed by Manhattan technology, including initial vocal registration and authentication. Once connected, the customer may initiate a return or even request a callback from a customer support associate.

• Enables retailers to meet increasing customer demands for greater convenience in managing changes to in-progress orders and initiating returns.
• Reduces operational costs by freeing contact centers from performing tasks that many consumers would instead manage themselves, including obtaining order and returns status.
• Provides proactive notification or access on-demand (via the web or conversation commerce) to complete orders, order transactions, and returns. Extends post-purchase information to include issues impacting purchase completion, such as payment issues.
• Empowers customers with complete self-service control of orders post-purchase (change orders, cancel orders, manage order pickup times).
• Allows self-service initiation of returns and exchanges, including label printing, to improve customer convenience.
• Extends digital self-service to conversational commerce via virtual assistants, giving customers more choices in interacting with a retailer.