Customer Service Suite turns Magento into a powerful tool to improve your telephone and mail-order sales.
OverviewBack to top
Customer Service Suite turns Magento into a powerful tool to improve your telephone and mail-order sales taken via the admin panel. Our module adds powerful new functionality to Magento that allows your customer service agents to take orders more quickly, increase the average order value, improve the level of service you offer to customers, track which agents take orders, and quickly find product information.
When taking an order in the admin panel, you can now click on product names in order to open a product preview window. This shows product information, pricing and images without your agent needing to visit other systems, or the website's front-end.
Products added to an order now trigger the display of up-sells and cross-sells in the admin panel. This helps your agents increase the average order value when talking to the client.
Sometimes when you are creating an order in the admin panel for a telephone caller, the order cannot be completed due to some issue. Maybe the customer needs more time to decide, they don't have the correct payment card available, or the call gets interrupted for some reason. Normally, this means a lost order, and if the customer does call back, you'll need to re-enter the order from scratch. Now, with Customer Service Suite, you can 'park' orders and then 'retrieve' them at a future date - allowing you to carry on at exactly the point you 'parked' it.
The agent of each order taken in the admin panel is now available. This enables you to find orders taken by a specific agent, and produce simple reports.
Google Analytics integration
Admin panel orders can be optionally included in your Google Analytics data, giving you a complete picture of orders taken using your Magento platform. Admin panel orders can be segmented, differently from general web site orders. Likewise, the agent who took the order is also recording in Google Analytics, allowing you to easily generate in-depth reports of your best selling agents over time.
Whilst it has always been possible to offer bespoke pricing on a per-product basis to telephone order customers, our module now makes it possible to offer bespoke pricing to front-end customers. If you have a customer on the phone who requests a bespoke price, you can now offer that price to them whilst they check-out at the front-end - all without editing products, and unique to that customer's current session.
- Product preview whilst taking an order
- Up-sells/Cross-sells help you suggest other products based upon existing website rules/data
- Allows orders to be 'parked', and retrieved at a later date
- Logs which agent placed the order
- Admin panel orders now show inside Google Analytics to give a complete picture of sales
- Offer bespoke pricing to customers
An up to date user guide is available here: http://wiki.ontapgroup.com/display/CSS/Customer+Service+Suite
Release NotesBack to top
- Compatible with Open Source (CE) : 2.1 2.2
- Compatible with Commerce using on prem (EE) : 2.1 2.2
- Stability: Stable Build