Challenges for retailers
Customer service employees often communicate with different customers simultaneously on several communication channels. In addition to the use of e-mail and telephone, the use of chats and messengers is becoming increasingly popular. However, neither the quality nor the speed of service should suffer as a result.
Very short response time
Today, customers expect to receive responses to their requests almost in real time. Anyone who takes too long as a retailer quickly becomes unpopular.
It is not uncommon for customer service staff to be faced with the challenge of correctly processing requests despite a lack of information.
Data are often incomplete
For employees in service, the qualification of data is particularly difficult. Are names, addresses, numbers or order details correct?
Simultaneously in chat, telephone and e-mail
Often employees have to manage many channels simultaneously and can hardly concentrate on one task.
Lack of overview
Especially for inexperienced employees, the ERP quickly becomes a complex and confusing interface that raises more questions than answers.
Adjustment of documents
Receipts must be quickly and easily adaptable. Only in this way can customer enquiries be solved effectively and satisfactorily.