Providing Real-Time Customer Support using the Assisted Service Module

CASE STUDY

Industry

Manufacturing

Solution

SAP Commerce

Location

United States

About the Client

The client is a leading American instrumentation engineering company headquartered in Norwalk, Connecticut, with its main factory in Bridgeport, New Jersey. They focus on connecting the challenges of their customers to engineers with extensive knowledge that hold a true passion for problem-solving.

The client was looking to provide real-time sales and service support to their customers in a complex purchase process with the help of customer service agents. By partnering with Royal Cyber, an SAP Gold partner, the client was able to develop the Assisted Service Module (ASM), which enables employees to provide real-time customer sales support.

Business Challenges

Customers spent maximum time and effort during the purchase journey on the storefront

Most of times customers were not able to complete their transactions due to the complex purchase process

No help or support was available to customers facing uncertainty or technical issues

The client needed a solution to avoid revenue loss due to shopping cart abandonment

Business Solution

Developed the Assisted Service Module (ASM) to provide real-time customer sales support

Extended functionality of existing web storefronts, with assisted purchase journey aided by customer service agents

Enabled real-time customer service, support, and guided selling for complex products and services

Emulated customers carts to allow the agent to guide customers through the purchasing process

Capability of displaying ASM agent-restricted content such as special promotions, individual pricing, amongst others

Key Outcomes

Improved

and Quick Customer Service

Increased

Customer Satisfaction

Increased

Revenue

Provided Real-time

Customer Sale Support Services

Improved

Conversion Rates

Reduced

Cart Abandonment

Providing Real-Time Customer Support using the Assisted Service Module