The Rebus Customer Care module provides a complete order command center where your customer service representatives (CSR) can interact with your customers and their orders in a personal and consistent manner. CSRs can modify orders after they have been placed, including applying coupons, canceling an order, or adding or removing items from it.

Back Office Order Placement
The Customer Care module contains a streamlined order placement mechanism that allows for efficient telephone order taking and because the module is integrated with the rest of the Rebus back-end, CSRs have the same up-selling, cross-selling, and product information that customers see on the retail shopping sites without having to navigate the shopping site directly.

Secure Flexibility
The Rebus Customer Care module was designed for call centers with a few CSRs up to hundreds of CSRs, so tracking, authorizations, and auditing are built right in. All customer interactions and inquires are recorded for future reporting, including taking notes, keeping track of recent calls, and sending standard emails while the customer is still on the phone.

Benefits:

• Consistent service levels. Learn more...
• Increased accountability. Learn more...
• Identify and deal with problem orders/customers immediately.

Features:

• Customer order tracking and reporting.
• Customer and order searching.
• Manage customer-induced follow-ups.
• Order management: cancel, add/remove items, apply coupons, etc.
• Customer Service: give credits/refunds, customer-requested follow-ups.
• Enforce corporate authorization requirements for discounts, etc.
• Reports: queues, customer contacts, problem calls, up-selling by CSR, and more.
• Metrics: average call length, average queue length, problem calls, and more.