Ecommerce and Retail Customer Contact Software
Superior Customer Services are the key to repeat sales for retail, catalog sales, and the expanding ecommerce market. Your contact center needs the ability to provide efficient courteous customer support and to quickly resolve any service issues. By improving CRM, you increase customer loyalty and improve sales. Amcat feature-rich systems provide complete integration of traditional and online marketing centers.
Noble-Amcat's unified contact management system provides a multi-channel customer support solution. Retail and Ecommerce centers that utilize multi-channel systems are better equipped to provide superior customer interactions, pin point low performing locations, improve marketing and sales, and protect their brand.
Improve Marketing and Sales
- Fast and easy call management order taking for new and returning customers.
- Improve cross-sells and up-sells. Increase upsell opportunities by providing reps with information about special offerings or product promotions.
- Real-time database searches for products and inventory status.
- Screen pop reports on customer purchases and payment history.
- Quick edits – additions to database customer information.
- Integration with credit card services for fast and easy sales authorizations, voids, or credits.
Supply Superior Customer Support
- Search comprehensive CTI Screen Pops for customer data, retail inventory, and back order status.
- Provide order status and tracking information over the phone, by web, email or FAX.
- Utilize blended inbound outbound voice and data management to improve CRM.
- Provide information and route calls appropriately with integrated Self Service IVR-ACD.
- Effectively resolve customer order issues in a matter that leaves your customers happy and loyal.
- Create gift certificates and coupons, apply account credits.
- Analyze comprehensive management reports for improved workforce performance.
Expand interactions to include phone, fax, web, ecommerce website, text-SMS, and email.
- Blended Inbound Outbound multi-channel contacts.
- Email Contact: Includes blended inbound and outbound email capabilities. Reps can send marketing, product, or customer information so it can be discussed during the call, if needed.
- Web call back: Allows Ecommerce customers to quickly receive a call back from a live representative.
- FAX: Provides reps with the ability to FAX from their desktop to the client during the interaction for product follow-up, program information, etc.
Make generating, retrieving and transmitting reports simple and easy.
- Project and workforce reports: Information-packed graphs and columnar data in colorful, easy-to-read formats, automatically updated with the latest data.
- Web-based reports: Distribute performance statistics via intranet or Internet.
- Complete transaction reports: Software captures and provides a complete history of each and every customer contact.
- Advanced customizable reports: allows management to create customized project reports and schedule these reports to be run at specific times or emailed as scheduled.
Retail, Ecommerce, and Catalog Solutions
Noble-Amcat software systems provide your reps with the tools needed to excel at marketing and implement service that delights your customers. We enable businesses to manage contacts, information flow, and workforces more effectively and profitably in a single, unified software solution with visible benefits.
Amcat has installed thousands of contact center systems from its sales and service operations in North America, UK and Europe, Pac Rim and Oceania regions. Our Modular design means you purchase only the features you need today- with the capability to expand as your business grows. We maintain a full complement of software support, development and training personnel in each of our facilities. In addition, we team with proven technology partners to meet the specialized needs of any retail or ecommerce contact center. |
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Self Service IVR improves sales. The IVR system provides information to the retail customer, collects information and user input, routes calls in conjunction with the Noble-Amcat ACD, and performs processes such as providing account balances. IVR automates many customer inquiry responses freeing up time for marketing agents to focus on sales. Our customer service solution also integrates with your customer loyalty database to ensure that contacts from return customers are quickly routed and handled by the most appropriate sales or support agent.
Tracking customer data is critical to successful customer interactions. Our software provides the customer service representative (CSR) with real-time CTI screen pops. Agents have immediate access to customer, marketing, and product information. Cross-selling or upselling are enhanced when the CSR has instant access to data, such as the types of products the customer has purchased in the past, customer order frequency, and account status. Reps can also capture new information by quickly recording and tracking notes from each client contact. This new information can be saved to a database for future access and evaluation. The web-based interface makes it easy for reps to take orders, check orders, and check inventory status.
VoIP technology allows remote sales agents to access the real-time data from any location with web service. This VoIP virtual call center capability allows any business to benefit from a remote workforce spread out across many locations. Our software provides both voice and data access to remote agents in a virtual call center environment These remote reps can work on catalog order taking, literature fulfillment, inventory control, and inbound-outbound marketing and customer support. |
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