Customer Service With aroma®
Give your customer service team the perfect control center
Questions From the Omni-Channel
Serving customers comprehensively also means taking their questions and wishes seriously and implementing them in the best possible way. For this, aroma® offers a powerful customer care module.
Typical customer questions and customer wishes that your service team can easily answer and fulfill via the aroma® service center module:
- When will my order reach me?
- Has my return arrived?
- Why did I receive a reminder?
- I would like to cancel a part of my order.
- I have received the wrong article. Can you send me the ordered article?
- I would like to change the place of delivery.
- What stock is available in a particular shop / for a particular item?
- I would like to reserve item xyz in a branch.
- I would like to use a language assistant like Alexa to keep me informed about the status of an order - how does that work?
The Control Center for Your Customer Service Team
The aroma® Service Center module was developed in cooperation with Arvato's Customer Service department and is based on Arvato's decades of practical experience in customer communication.
By using this module as a "control center", you offer your customer service staff a wide range of options:
Overview of All Customer Orders
including all details such as order lines, communication history, finances, family members, status in customer loyalty programms (if available and connected)
Overview of All Stocks
in all stores and delivery locations, also from business partners such as drop shippers or 3PLs
Communication Templates
for all important processes to support in customer communication
Processing or Changing Orders
through extensive options, e.g. for partial cancellations, triggering replacement orders or giving away gifts
Accepting Orders by Telephone
due to overview of customer data and possibility to create tickets
Processing of Clarification Cases
by the possibility to create tickets and e.g. assign them to logistics (via integration in ticketing systems)
Benefits for You as a Retailer
Further functions and modules of aroma®
Extensive functions for optimal control of the omni-channel, delivery and financial processes. The DOM contains extensive business logic.