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Customer Service With aroma®

Give your customer service team the perfect control center

 
Questions from the Omni-Channel
The Service Center Modul
Simply Explained: Customer Service With aroma®
Deep Dive
Further functions and modules of aroma®
 

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)

Simply Explained: Customer Service With aroma®

Benefits for You as a Retailer

Optimum fulfillment of customer requirements
Reduction of operating costs in the service center
International system with numerous languages for rapid internationalization of business
Integrated template module for the efficient support of all customer communication
International system with numerous languages for rapid internationalization of business
Benefit from arvato's decades of experience in the service center sector 
Happy customers

Deep Dive

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.

Your Contact for Further Information

MA_Nasser_Kaspari_Commerce
Dr. Nasser Kaspari
Expert for eCommerce
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Note: We Use Cookies
Note: We Use Cookies

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