Customer Service and Engagement

Accelerate Issue Resolution With Case Management

Strengthen customer relationships by proactively handling order issues to resolve them fast and minimize customer impact with Manhattan Customer Engagement’s Case Management.

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Build Better Customer Relationships

Customer Engagement

Providing exceptional customer service not only involves completing customer requests, like an order change, to a customer's satisfaction, but it also means proactively managing customer issues as they arise.

Manhattan’s Customer Engagement capabilities offer robust Case Management tools to help agents proactively manage customer issues. Since Case Management is natively linked to Manhattan Active Order Management, customer service associates can work with cases and orders in a single system. Gone are the days of needing to copy and paste order information from one system into a separate system to manage the lifecycle of order issue resolution. This capability significantly improves efficiency and quality as all records are maintained and updated in one system.

More importantly, Manhattan Active Order Management automatically creates cases for order exceptions like payment failures or delivery delays, triggering a customer service associate to follow up with the customer proactively. With Manhattan's Case Management capabilities, retailers can offer enhanced customer service, creating enduring customer relationships.

Key Takeaways

  • Proactively manages ordering issues, helping retailers strengthen customer relationships.
  • Manhattan's Order Management and Case Management capabilities are natively linked, enabling customer service associates to work in one system to manage ordering issues, which improves efficiency and quality.
  • Ordering issues, like delivery delays, automatically create cases so customer service associates can proactively contact customers.

Let’s build better customer relationships together

Learn how Manhattan Customer Service and Engagement can help you deliver exceptional service and memorable experiences that build enduring customer relationships.

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