If customers can buy, return or deliver 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.
Millennial and Generation Z consumers have become an emerging force in commerce, often preferring to engage digitally with their favorite brands. For the retailer, self-service brings the benefit ofa significantly reduced cost to address commonplace requests and inquiries. Those efficiencies can help cut the $22 million in unnecessary online services costs that retailers average each year.
In order to help merchants manage the entire customer experience, Manhattan Associates has expanded its self-service options to empower consumer access more easily, with Manhattan Digital Self-Service and Manhattan Virtual Assistant Support.
Manhattan Digital Self-Service is rendered in real time from the Manhattan Active Omni platform and deployed on the retailer’s digital property. The technology allows the consumer to inquire, adjust and recast their experience immediately. Beyond reducing friction for customer inquiries, this also helps lower costs and free dedicated support from performing tasks that many consumers would rather manage themselves.
With native virtual assistant support technology, Manhattan is helping retailers take advantage of the explosion in conversation device commerce. Now, engagement is as easy as saying “Alexa, where’s my order?” The entire customer engagement is managed by Manhattan, including initial vocal registration and authentication. Once connected, the consumer may initiate a return, cancel an order or even request a callback from customer support.
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.
- Get a configurable look and feel to match any branded digital experience
- Generate emails directly to customer for updates like order and shipment confirmation
- Use templates to quickly apply branding and layout for emails
- Allow customers to control the post-purchase experience
- Provide real-time shipment tracking with native plug-ins to major carriers like UPS and FedEx
- Initiate returns and label printing
- Extend store pickup order window
- Enable exchanges