Customer service & engagement
Give your team the tools to understand why and how customers buy—and your customers the tools to take control of their post-purchase journey with Manhattan Active® Customer Engagement.
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Customer service that’s easier for everyone
One app for all needs
With the integration of customer engagement solutions into a single app, agents can effortlessly access and manage all aspects of the customer's journey in one place.
Guided workflows
Dashboard and work queues allow agents to respond quickly and open cases easily.
Unified commerce
Agents have access to more data through combined capabilities from order management and CRM.
Cross-channel visibility
See customer activity across channels and get a timeline of changes for each order.
360-degree customer profile
Access all customer interactions in one place—regardless of communication channel.
Easier for connected customer engagement
Get a unified view of all tasks, appointments and look books.
Provide control
Customers can opt to take over certain tasks—freeing your support staff.
Enable order changes and tracking
Give customers access to order tracking, returns and exchanges—plus post-purchase changes to orders, pickup and delivery.
Equip with AI support
Provide multiple ways to connect with customer service, including an Agentic AI chatbot, making it fast and easy to get assistance with even the most complex issues, like returns and exchanges.
Accelerate understanding
Assess issues faster with automated recognition of customers and their order history.
Resolve issues faster
By integrating customer engagement software, you can seamlessly incorporate case creation, assignment, monitoring, escalation and resolution with your order management system, streamlining the entire customer experience.
Handle issues easier
See important KPIs, open cases and critical communications with a unified console view.
Empower digital self-service
Let your customers take charge from their own device—with options that range from direct messaging to flexible pickup and delivery changes.
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No more 'where is my order?'
Every item in every order is trackable on a single self-service page.
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Put fulfilment in their hands
Reduce unnecessary shipments by allowing customers to track, modify or cancel after fulfilment.
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Open a conversation
With virtual assistant support, engagement is as easy as “Alexa, where’s my order?”
Expand your contact centre
Give your agents access to more data and newer tools—so they can solve issues before they become problems.
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Customer histories
Agents have access to complete customer history as they listen, respond and engage.
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Dashboards and tools
Tools are united on one intuitive dashboard; cases are automatically created for scenarios like order delays or payment failures.
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Flexible invoicing
Invoices can be tied to delivery, pickup or other fulfilment strategies.
Build better relationships through clienteling
Leverage structured data provided by the app to personalise all your customer interactions.
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See all the specifics
Utilise a customer dashboard with insights into spend, returns, appeasements, price sensitivity and average click-to-ship time.
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Send lookbooks and wishlists
Personalised product catalogs can be integrated with online wish lists.
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Connect on multiple channels
Keep in touch via phone, email, chat, text, social media and two-way text messaging.
Manhattan Active® Platform
A cloud-native, evergreen and extensible foundation engineered to handle the most complex supply chain networks in the world.
Composable microservices
API-first architecture with automated scalability, resiliency and availability. Every component is part of a shared application platform.
Innovation independence
Our low code, no code, your code development strategy means you pick what method of configuration and customisation works best for you—with as much support as you want or need.
Continuous updates
Every 90 days, all Manhattan Active solutions automatically receive new features and enhancements.
See how Brooks Brothers delivers on overnight fulfilment
Brooks Brothers CIO Todd Treonze talks about how Manhattan Active® Omni maximised the retailer’s ecommerce fulfilment potential.
Everything works better with Manhattan Solutions
Manhattan offers a complete breadth of solutions that when unified, provides total coverage for your supply chain commerce needs.
Order management
Unlock unprecedented precision, inventory visibility and promising with Manhattan Active® Order Management’s cloud-native architecture.
Point of sale
Empower store associates with Manhattan Active® Point of Sale, a POS built to turn the store into an experiential showroom, customer service centre and neighbourhood fulfilment point.
Store inventory & fulfilment
Support any combination of retail order fulfilment with precise inventory accuracy.
FAQs
What you’ll need to know about Customer Relationship Management systems.
CRM systems are software that manages and analyses any and all interactions with the customer.
CRM systems typically include contact management, case management, sales management and customer service and support—managing interactions through channels such as email, phone and social media.
A CRM system improves the customer experience while increasing customer retention.
Here’s how:
- Improved customer insight by gathering and analysing data such as purchase history and preferences, which can be used to personalise marketing.
- Better-managed sales activities and lead tracking, to improve processes and increase revenue.
- Enhanced customer service by tracking complaints and responding efficiently.
- Increased operational efficiency to streamline processes, automate repetitive tasks and improve communication between teams.
In retail, digital self-service refers to the use of technologies that enable customers to serve themselves—particularly post-purchase.
Digital self-service offers cost savings because it minimises the need to use store and contact center resources for common requests. Common technologies:
- Interactive kiosks to browse products, place orders and make payments.
- Mobile apps to browse products, create shopping lists and make purchases.
- Virtual assistants, such as chatbots or voice-activated devices.
- Self-checkout to scan and pay for purchases.
Meet our partners
We deliver added value through partnerships with these best-in-class vendors.
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How Can We Help?
Talk with an expert to learn more about Manhattan’s technology.