CrossView Customer Care

Nowhere do sales channels converge more than in call centers, which combine the speed and convenience of buying online with the personal care available in stores.   Now you can use your call center to create a more intimate, satisfying shopping experience for customers – and, at the same time, increase sales across all retail channels -- with CrossView Customer Care. 

This cross-channel solution equips call-center representatives with insights into customers and access to a vast array of information needed to deliver exceptional customer care.  

One view, many opportunities

CrossView Customer Care integrates insight from multiple customer touch points.   It delivers a single view of all customer activity – whether it’s web-browsing histories, details about in-store purchases or insight into available promotions.  This integrated intelligence makes it easier for your call-center teams to answer customer questions and to offer assistance in placing orders or identifying available merchandise. 

Why CrossView Customer Care?

Call-center representatives play a unique role in your sales cycle.  Not only are they tasked with caring for your customers, but also with helping to increase sales.  CrossView Customer Care provides a powerful, user-friendly interface that enables your call-center teams to achieve both core objectives.  Features and capabilities include:

•    Fully integrated cross-channel customer account management. Call center representatives may create and edit customer profiles, including seamless online account registration.
•    Detailed product information. Leveraging the power of the web, associates can easily locate any product through an advanced web search features and access detailed product information, including multiple images, specifications and customer ratings and reviews.
•    Real-time cross-channel inventory availability. Check exact quantities of each product at local stores and distribution centers.
•    Cross-channel order management. Enjoy full access to orders made online, in-store, or through the call center through robust order tracking and history. Even items added to online customer carts or orders started can be viewed.
•    Access control. Adjust orders, including price overrides and other adjustments, based on appropriate authorization levels.
•    Powerful cross-channel promotional tools. Maximize revenue through integrated cross-sells, up-sells, and accessories recommendations, coupon codes, and gift-cards.

And, integrated with CrossView Intelligent Advisor, CrossView Customer Care can help your call-center teams boost sales.  Visibility into online customer activities such as products browsed, search terms used, recent purchases, and lifetime value metrics is offered.  Product profiling capabilities deliver your call-center teams more relevant product recommendations based on intelligence accumulated about each customer’s requirements cc_highlightsbased on previous interactions via the web. 

With CrossView Intelligent Advisor, CrossView Customer Care easily bridges the gap between all sales channels, seamlessly connecting customers to information they want, and to the care and attention they seek.     

Optimize revenue, maximize satisfaction

Most customers see your brand through a single lens.  They don’t differentiate between call centers, the web and individual stores.   Yet, many retailers have built these sales channels independently and use disparate technologies to manage each channel.  The result is inconsistent – and often inaccurate and incomplete – customer, order and inventory information.

CrossView Customer Care enables your customers to move seamlessly from channel to channel and empowers you to create a consistent and more positive buying experience across all retail channels.   It integrates care for all of your customers – no matter how or where they interact with you -- on a single platform.  

A dynamic cross-channel experience

CrossView Customer Care is built on the same flexible platform as CrossView Point of Sale, and ties directly to our award-winning CrossView Web Store solution.  The result is a completely dynamic cross-channel experience designed to help you optimize revenue and maximize customer satisfaction.

CrossView Customer Care uses the underlying data and business logic from the industry-leading IBM WebSphere Commerce software suite.   Like other CrossView solutions, CrossView Customer Care is designed to integrate with third-party applications, ensuring that you have flexibility in constructing a complete call-center solution optimized for your business needs.  These integrations include applications for queue monitoring, tax, shipping, voice response unit management, operational analytics, and reporting. In many cases, these integrations can be leveraged across channels, minimizing the total cost of ownership.

Intelligence + Service = Opportunity 

Let CrossView Customer Care help you ramp up your call center from a service channel to a growth engine driving sales across all of your retail channels.   This feature-rich application enables you to:
•    Increase conversion by enabling sales associates with cross-channel product, promotion, and inventory information;
•    Raise average order value by presenting consistent up-sell, cross-sell and accessory recommendations;
•    Extend lifetime customer value by automating online account creation and e-mail capture;
•    Improve associate efficiency through a powerful, yet easy-to-use interface.