Overview

Manhattan Active Customer Service & Engagement is a comprehensive platform designed to enhance customer interactions and support. It provides a unified view of customer data and integrates various communication channels to deliver personalized and efficient customer service experiences.

Features

Build Better Customer Relationships

Use advanced customer engagement tools in stores, contact centers, and online to deliver exceptional service and build stronger customer relationships. Enrich Interactions Through an Omnichannel Customer View  Elevate customer service in all customer interactions through tailored service driven by omnichannel customer data. Connect With Customers Using Flexible Communications  Enable customers to connect and interact on their terms, including email, text, and live chat. Accelerate Issue Resolution With Case Management  Effectively address challenging customer issues using advanced case management tools to swiftly resolve issues and minimize customer impact.

Empower Customers With Digital Self-Service

Empower customers with a superior post-purchase experience, giving them the digital tools to effortlessly manage 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

Equip the contact center with the information, tools, and user experience to elevate service and create positive customer impressions during interactions. Strengthen Contact Center Performance  Give customer service representatives a user experience built for speed and accuracy, enabling them to deliver exceptional 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.

Reimagine Customer Service with GenAI

Offer customers fast, personalized, and highly capable chatbot assistance using GenAI that delights them in every interaction and boosts customer service productivity. Provide Customers with a Superior Chatbot Experience  Offer highly personalized and capable chatbot assistance that considers customer sentiment and manages complex inquiries like order changes. Boost Customer Service Productivity  Automate manual customer service tasks, reducing customer service agents' administrative burden and improving their ability to support customers. Take Advantage of a Turnkey Solution  Speed time to market with a GenAI chatbot trained for retail customer service, removing the need for configuration or integration.