Call center channels
The Call center channel, residing in the Commerce headquarters, let's you work with customers over the phone.
Commerce provides a full functional customer service portal, which allows you to take a phone call, interact with the customer, find customer records, and be able to transact on behalf of the customer. Call center gives you the ability to run order processing scripts and process orders in the background as you are working with customers. Call center also lets you cross-sell or upsell the customer with additional products, or related products so that you can help drive additional conversions through the call center solution.
Call center features include advanced price and promotions, catalogs, gift cards, loyalty programs, coupons, rules for fraud alert, and order price control. Call center orders are also used by the Store Commerce application to support cross-channel order fulfillment scenarios. Call center supports more robust capabilities as well, especially around managing payments and, specifically, credit card payments. The continuity program feature ensures that customers are continually engaged by the ability to ship orders on a pre-defined, regular schedule. The call center channel can be linked to various Commerce features, such as assortments, catalogs, specific modes of delivery, and more.
In addition to supporting order creation, the Call center module also provides a user-friendly customer service application that simplifies your ability to locate customer accounts and review all related customer order data and attributes. The Customer service screen is designed to help you quickly access order-related data that will allow you to answer the most common order-related questions that are received from customers.