# Customer Service That Turns Support Into Satisfaction Give your team the tools to understand why and how customers buy—and your customers the tools to take control of their post-purchase journey ### Built for Where You Are Choose from Essentials, Enterprise, or Enterprise Premier edition, each built for where you are today, with room to run ahead when you're ready. ## Deliver Exceptional Customer Service that Builds Enduring Relationships Enhanced Convenience Prepared Associates Unified Service Easier for Managers Self-Service Control Give customers convenient post-purchase control over order changes and return/exchange requests through their laptop, tablet, mobile phone, chatbot or virtual assistant device. Proactive Engagement Keep customers proactively notified of order and return status and issues to avoid delays. Connected Customers Provide multiple ways to connect with customer service, including an Agentic AI chatbot, making it fast and easy to get assistance with even the most complex issues, like returns and exchanges. Omnichannel Customer View Contact center associates can view a customer’s complete history of interactions with the retail brand, including activity across channels, to intelligently handle any customer inquiry. Fast Access to Action Through a unified customer dashboard and GenAI powered automation, contact center associates can effortlessly and quickly access and manage all aspects of the customer's journey in one place. Guided Resolution Contact center associates can create, assign, monitor, and escalate cases to streamline issue resolution for faster handling of customer issues. Unified Selling The contact center gets the same inventory view and order/checkout capabilities as digital and store channels, enabling customers to buy flexibly anywhere along their path to purchase. Unified Insights With Manhattan's Customer Engagement capabilities, all channels access the same rich customer insights to facilitate personalized customer service. Unified Control All channels—digital, store, self-service, and contact centers—leverage common ordering services that enable careful monitoring and complete control over orders and returns/exchanges. Dynamic Insights Assess issues faster with automated recognition of customers and their order history. Resolve Issues Faster By integrating customer engagement software, you can seamlessly incorporate case creation, assignment, monitoring, escalation, and resolution with your order management system, streamlining the entire customer experience. Handle Issues Easier See important KPIs, open cases, and critical communications with a unified console view. ## Customer Engagement Features ### Build Better Customer Relationships Use advanced customer engagement tools in stores, contact centers, and online to deliver exceptional service and build stronger customer relationships. **[Enrich Interactions Through an Omnichannel Customer View](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/enrich-interactions-through-insight/index.html)** Elevate customer service in all customer interactions through tailored service driven by omnichannel customer data. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/enrich-interactions-through-insight/index.html) **[Connect With Customers Using Flexible Communications](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/connect-with-customers-on-their-terms/index.html)** Enable customers to connect and interact on their terms, including email, text, and live chat. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/connect-with-customers-on-their-terms/index.html) **[Accelerate Issue Resolution With Case Management](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/case-management/index.html)** Effectively address challenging customer issues using advanced case management tools to swiftly resolve issues and minimize customer impact. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/case-management/index.html) ### Empower Customers With Digital Self-Service Empower customers with a superior post-purchase experience, giving them the digital tools to effortlessly manage orders, returns, exchanges, and more. **[Provide Post-Purchase Visibility](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/digital-self-service-dss/index.html)** Make it easy for customers to get the timely and accurate information they need to stay on top of their orders, returns, and more. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/digital-self-service-dss/index.html) [**Enable Self-Service Order Changes and Returns**](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/digital-self-service-dss#change/index.html) Allow customers to modify or cancel orders and request returns or exchanges conveniently through self-service. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/digital-self-service-dss#change/index.html) [**Differentiate With Virtual Assistance**](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/digital-self-service-dss#virtual/index.html) Increase customers’ convenience in managing their post-purchase experience with virtual assistant conversations. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/digital-self-service-dss#virtual/index.html) ### Elevate Contact Center Service Equip the contact center with the information, tools, and user experience to elevate service and create positive customer impressions during interactions. **[Strengthen Contact Center Performance](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/strengthen-contact-center-performance/index.html)** Give customer service representatives a user experience built for speed and accuracy, enabling them to deliver exceptional service. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/strengthen-contact-center-performance/index.html) [**Expertly Manage Order Changes and Returns**](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/expertly-manage-complex-inquires/index.html) Differentiating customer service happens when contact centers quickly and accurately handle complex customer inquiries like returns. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/expertly-manage-complex-inquires/index.html) [**Boost Sales Support and Conversions**](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/boost-sales-support-and-conversions/index.html) Contact centers can be revenue producers by enabling customer service associates to convert sales with exceptional sales support. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/boost-sales-support-and-conversions/index.html) ### With Agentic AI Reimagine Customer Service Offer customers fast, personalized, and highly-capable chatbot assistance using Agentic AI that delights them in every interaction and boosts customer service productivity. **[Provide Customers With a Superior Chatbot Experience](/content/solutions/omnichannel-software-solutions/genai-retail/index.html)** Offer highly personalized and capable chatbot assistance that considers customer sentiment and manages complex inquiries like order changes. [Learn More](/content/solutions/omnichannel-software-solutions/genai-retail/index.html) [**Boost Customer Service Productivity**](/content/solutions/omnichannel-software-solutions/genai-retail/index.html) Automate manual customer service tasks, reducing customer service agents' administrative burden and improving their ability to support customers.  [Learn More](/content/solutions/omnichannel-software-solutions/genai-retail/index.html) [**Take Advantage of a Turnkey Solution**](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/boost-sales-support-and-conversions/index.html) Speed time to market with an Agentic AI chatbot trained for retail customer service, removing the need for configuration or integration. [Learn More](/content/solutions/omnichannel-software-solutions/customer-engagement-platform/boost-sales-support-and-conversions/index.html) ## Reimagine Customer Service With Agentic AI for Retail Maven for Customer Service is revolutionizing retail AI-powered agent capabilities with fast, personalized, and highly capable agentic AI assistance that delights customers and boosts productivity. [Learn More](/content/solutions/omnichannel-software-solutions/genai-retail/index.html) ### Google Cloud Business Applications Partner of the Year Award for Supply Chain and Logistics This prestigious award highlights Manhattan’s role as an innovator within the Google Cloud ecosystem, its commitment to driving customer success, and its pioneering application of Agentic AI and Generative AI (GenAI) within the Manhattan Active® Suite over the past year. [Read the Press Release](/content/about-us/newsroom/press-releases/manhattan-associates-wins-google-cloud-business-applications-partner-of-the-year-award-for-supply-chain-and-logistics/index.html) ## Fulfill Your Potential With Manhattan ### Chief Digital Officers Realize your omnichannel retail vision by ensuring customers have a consistent customer service experience across channels. Customer Service & Engagement will enable you to: - Provide a consistent 360-degree view of the customer for use in any channel, bringing omnichannel service to life. - Allow customers to receive consistent service supporting their omnichannel orders and returns through digital self-service, contact centers, and stores. - Offer a unified sales experience, enabling customers to buy from global inventory through the contact center like they do online or in stores. ### Chief Customer Officer Improve customer loyalty by transforming customer service to meet the demands of today’s omnichannel shoppers across their buying journey. Customer Service & Engagement will enable you to: - Equip contact centers with the tools needed to expertly handle any customer inquiry, improving customer satisfaction. - Position customer self-service as a brand differentiator by giving customers industry-leading control over their post-purchase experience. - Make it easier for customers to engage with the business, helping improve brand reputation. ### IT Director Keep customer service fresh, robust, and stable in an ever-changing retail environment with Manhattan’s best-in-class technology: - Deploy one platform and one user experience across contact centers. - Easy introduction of new customer engagement tools like digital self-service through virtual assistants. - Cloud-native solution with updates and new features provided every 90 days. ## ActivePlatform™ A [cloud-native](/content/our-insights/resources/articles/what-is-cloud-native/index.html), evergreen, and extensible foundation engineered to handle the most complex supply chain networks in the world. [Learn More](/content/solutions/manhattan-active-platform/index.html). #### Composable Microservices API-first architecture with automated scalability, resiliency, and availability. Every component is part of a shared application platform. #### Innovation Independence Our low code, no code, your code development strategy means you pick what method of configuration and customization works best for you—with as much support as you want or need. #### Continuous Updates Every 90 days, solutions built on the ActivePlatform automatically receive new features and enhancements. ## At Home Helps Their Customers Help Themselves With Digital Self-Service Home décor superstore At Home empowers their customers to initiate returns, extend hold times for store pickups, and more using Manhattan’s Digital Self-Service capabilities. [Learn More](/content/our-insights/resources/case-study/manhattan-active-omni-customer-success-story-at-home/index.html) ## Everything Works Better With Manhattan Solutions Manhattan offers a complete breadth of solutions that when unified, provides total coverage for your supply chain commerce needs. \ \ **Order Management** \ \ Order Management provides stores with visibility into available inventory held anywhere, supporting endless aisle selling.](/content/solutions/omnichannel-software-solutions/order-management-system/index.html) \ \ **Store Inventory & Fulfillment** \ \ Store Inventory & Fulfillment optimizes stores for omnichannel retail with improved store inventory accuracy and more efficient store fulfillment processes.](/content/solutions/omnichannel-software-solutions/store-inventory-fulfillment/index.html) \ \ **Point of Sale** \ \ Modernize the store with Point of Sale—a cloud-native retail POS application enabling store associates and managers to delight shoppers and improve store performance.](/content/solutions/omnichannel-software-solutions/point-of-sale-software/index.html) ## Frequently Asked Questions What you’ll need to know about Customer Relationship Management systems. ### What is a customer relationship management (CRM) system? CRM systems are software that manages all interactions with the customer. CRM systems typically include contact management, case management, sales management, and customer service and support—managing interactions through communications channels such as email, phone, and social media. ### What benefits does a retailer get from a CRM? A CRM system improves the customer experience while increasing customer loyalty. Here’s how: - Improved customer insight by gathering and presenting data such as purchase history and preferences from all omnichannel interactions, which can be used to personalize customer interactions. - Enhanced customer service by tracking issues and responding efficiently and effectively. - Increased operational efficiency to streamline processes and improve communications between retailers and customers. ### What is digital self-service for retailers? In retail, digital self-service refers to digital technologies that enable customers to serve themselves post-purchase. It offers cost savings because it minimizes the need to use store and contact center resources for most requests. Digital self-service can be offered through online sites or apps that allow customers to track and self-manage orders and returns. Virtual assistants, such as chatbots or voice-activated devices, are emerging as new ways for customers to manage their post-purchase experience conveniently.