If customers can buy or receive items anywhere, they expect to be able to return, exchange and resolve anywhere as well. More and more, those “anywhere and everywhere” options are occurring within the digital marketplace.
Virtual Assistant Support
With native virtual assistant support technology, Manhattan Associates is helping retailers take advantage of the explosion in conversational commerce. Now, engagement is as easy as saying, “Alexa, where’s my order?” Once initial vocal registration and authentication are completed, the consumer may initiate a return, cancel an order or even request a callback from customer support.
Extensive Self-Service Capabilities
As the way consumers shop evolves, the brands we serve must evolve in kind. Manhattan will continue to help them deliver experiences that go beyond the expected and lock in loyalty and value — providing true management of the customer experience.
- Configure look and feel to match any branded digital experience
- Use templates to quickly apply branding and layout for emails
- Generate emails directly to customer for updates like order and shipment confirmation
- Provide real-time shipment tracking with native support for major carriers like UPS and FedEx
- Customers can control the post-purchase experience
- Works with all omnichannel fulfilment methods, including contactless curbside pickup
- Customers can initiate returns and label printing
- Customers can extend the store pickup order window
- Customers can start the exchange process directly