Customer Service & Engagement
Manhattan® Active Customer Service & Engagement, Contact Center, and Digital Self-Service enable retailers to build and nurture enduring relationships with customers anytime during their buying journey and from anywhere they engage.
Build and Nurture Enduring Customer Relationships
Self-Service Control
Give customers convenient post-purchase control over order changes and return/exchange requests through their laptop, tablet, mobile phone, or virtual assistant device.
Proactive Engagement
Keep customers proactively notified of order and return status and issues to avoid delays.
Connected Customers
Provide multiple ways for customers to connect with customer service and make it easy and fast to get assistance, even with the most complex issues like returns and exchanges.
Omnichannel Customer View
Contact center associates can view a customer’s complete history of interactions with the retail brand, including activity across channels, to intelligently handle any customer inquiry.
Fast Access to Action
Contact center associates can effortlessly and quickly access and manage all aspects of the customer's journey in one place via a unified customer dashboard.
Guided Resolution
Contact center associates can create, assign, monitor, and escalate cases to streamline issue resolution for faster handling of customer issues.
Unified Selling
The contact center gets the same inventory view and order/checkout capabilities as digital and store channels, enabling customers to buy flexibly anywhere along their path to purchase.
Unified Insights
With Manhattan's Customer Engagement capabilities, all channels access the same rich customer insights to facilitate personalized customer service.
Unified Control
All channels—digital, store, self-service, and contact centers—leverage common ordering services that enable careful monitoring and complete control over orders and returns/exchanges.
Dynamic Insights
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.
Build Better Customer Relationships
Foster enduring relationships by leveraging customer insights and leading-edge engagement tools that elevate customer service during every interaction.
-
Enrich Interactions Through an Omnichannel Customer View
Facilitate personalized service that builds better relationships with a comprehensive omnichannel view of the customer.
-
Connect With Customers Using Flexible Communications
Embrace new ways of interacting with customers across their buying journey, allowing them to connect and interact on their terms.
-
Accelerate Issue Resolution With Case Management
Strengthen customer relationships by proactively handling order issues to resolve them fast and minimize customer impact.
Empower Customers With Digital Self-Service
Offer superior post-purchase service experiences that empower customers to digitally self-manage their orders, returns, exchanges, and more.
-
Provide Post-Purchase Visibility
Make it easy for customers to get the timely and accurate information they need to stay on top of their orders, returns, and more.
-
Enable Self-Service Order Changes and Returns
Allow customers to modify or cancel orders and request returns or exchanges conveniently through self-service.
-
Differentiate With Virtual Assistance
Increase customers’ convenience in managing their post-purchase experience with virtual assistant conversations.
Elevate Contact Center Service
Provide your customer service associates the capabilities to preserve positive customer impressions by elevating service during any interaction in your contact center.
-
Enable Contact Center Associates to Perform Better
Equip your customer service associates with an experience built for speed and accuracy, enabling them to deliver consistently great service.
-
Expertly Manage Order Changes and Returns
Differentiating customer service happens when contact centers quickly and accurately handle complex customer inquiries like returns.
-
Boost Sales Support and Conversions
Contact centers can be revenue producers by enabling customer service associates to convert sales with exceptional sales support.
The 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 customization 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.
Fulfill Your Potential With Manhattan
Chief Digital Officers
Realize your omnichannel retail vision by ensuring customers have a consistent customer service experience across channels. Manhattan Active Customer Service & Engagement will enable you to:
- Provide a consistent 360-degree view of the customer for use in any channel, bringing omnichannel service to life.
- Allow customers to receive consistent service supporting their omnichannel orders and returns through digital self-service, contact centers, and stores.
- Offer a unified sales experience, enabling customers to buy from global inventory through the contact center like they do online or in stores.
Chief Customer Officer
Improve customer loyalty by transforming customer service to meet the demands of today’s omnichannel shoppers across their buying journey. Manhattan Active Customer Service & Engagement will enable you to:
- Equip contact centers with the tools needed to expertly handle any customer inquiry, improving customer satisfaction.
- Position customer self-service as a brand differentiator by giving customers industry-leading control over their post-purchase experience.
- Make it easier for customers to engage with the business, helping improve brand reputation.
IT Director
Keep customer service fresh, robust, and stable in an ever-changing retail environment with Manhattan’s best-in-class technology:
- Deploy one platform and one user experience across contact centers.
- Easy introduction of new customer engagement tools like digital self-service through virtual assistants.
- Cloud-native solution with updates and new features provided every 90 days.
At Home Helps Their Customers Help Themselves With Digital Self-Service
Home décor superstore At Home empowers their customers to initiate returns, extend hold times for store pickups, and more using Manhattan’s Digital Self-Service capabilities.
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
Manhattan Active® Order Management provides stores with visibility into available inventory held anywhere, supporting endless aisle selling.
Store Inventory & Fulfillment
Manhattan Active® Store Inventory & Fulfillment optimizes stores for omnichannel retail with improved store inventory accuracy and more efficient store fulfillment processes.
Point of Sale
Modernize the store with Manhattan Active® Point of Sale—a cloud-native retail POS application that enables store associates and managers to delight shoppers and improve store performance.
FAQs
What you’ll need to know about Customer Relationship Management systems.
CRM systems are software that manages all interactions with the customer.
CRM systems typically include contact management, case management, sales management, and customer service and support—managing interactions through communications channels such as email, phone, and social media.
A CRM system improves the customer experience while increasing customer loyalty.
Here’s how:
- Improved customer insight by gathering and presenting data such as purchase history and preferences from all omnichannel interactions, which can be used to personalize customer interactions.
- Enhanced customer service by tracking issues and responding efficiently and effectively.
- Increased operational efficiency to streamline processes and improve communications between retailers and customers.
In retail, digital self-service refers to digital technologies that enable customers to serve themselves post-purchase. It offers cost savings because it minimizes the need to use store and contact center resources for most requests.
Digital self-service can be offered through online sites or apps that allow customers to track and self-manage orders and returns. Virtual assistants, such as chatbots or voice-activated devices, are emerging as new ways for customers to manage their post-purchase experience conveniently.
Faster and Easier Than Ever to Connect
Manhattan Active Platform technology makes it faster and easier than ever to connect to existing systems, valued partners, and new services. To make it even easier, we’ve already integrated Manhattan Active Solutions into industry-leading solutions for everything from inventory visibility and autonomous mobile robots to payments, fraud, and search engine shopping, just to name a few. It’s your supply chain commerce ecosystem. Unified.