Allow a Customer Service Representative to manage customer care requests.
The objective of the process is to allow a Customer Service Representative to obtain general information about a pending customer care request, and take actions.
-- Customer Service Representative can get information about the Web page from which a customer care request originated
-- Customer Service Representative can get information about the user profile of the user that initiated a customer care request
-- Customer Service Representative can get information about the shopping cart of the user that initiated a customer care request
-- Customer Service Representative can requeue a request into a different customer care queue
Professional, Business Edition
Task | Description | Role |
---|---|---|
Chat with other CSR |
A customer service representative can use the customer care applet to chat with other customer service representatives to get additional help for a customer care request, or use it to inform another customer service representative about transferring a customer care request to a different queue. |
Customer Service Representative |
Gather customer information |
Customer service representatives can get information about customers while they are monitoring a customer care queue. By default the following information is available:
In addition, during a chat session with a customer, customer service representatives can also view the page that the customer is browsing. |
Customer Service Representative |
Monitor customer care request |
Customer service representatives must start the customer care applet using the WebSphere Commerce Accelerator to be able to monitor a customer care queue and accept requests from customers. |
Customer Service Representative |
Requeue request |
If a customer service representative concludes that a customer care request can be better served by another customer service representative, he can requeue the request to the queue that is assigned to the target customer service representative. |
Customer Service Representative |
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