(Business processes) Manage customer care request

Process: Manage customer care request

Flow

Legend

Description

Allow a Customer Service Representative to manage customer care requests.

Objective

The objective of the process is to allow a Customer Service Representative to obtain general information about a pending customer care request, and take actions.

Features

-- Customer Service Representative can get information about the Web page from which a customer care request originated

-- Customer Service Representative can get information about the user profile of the user that initiated a customer care request

-- Customer Service Representative can get information about the shopping cart of the user that initiated a customer care request

-- Customer Service Representative can requeue a request into a different customer care queue

Edition

Professional, Enterprise

Subprocesses

Chat with customer

Tasks

Task Description Role

Chat with other CSR
A customer service representative can use the customer care applet to chat with other customer service representatives to get additional help for a customer care request, or use it to inform another customer service representative about transferring a customer care request to a different queue.
Customer Service Representative

Gather customer information
Customer service representatives can get information about customers while they are monitoring a customer care queue. By default the following information is available:

Customer profile: The customer's account information and purchase history
Shopping cart: Information about the products that have been put into the customer's shopping cart

In addition, during a chat session with a customer, customer service representatives can also view the page that the customer is browsing.
Customer Service Representative

Monitor customer care request
Customer service representatives must start the customer care applet using the WebSphere Commerce Accelerator to be able to monitor a customer care queue and accept requests from customers.
Customer Service Representative

Requeue request
If a customer service representative concludes that a customer care request can be better served by another customer service representative, he can requeue the request to the queue that is assigned to the target customer service representative.
Customer Service Representative

Business artifacts

Customer request in queue
Multiple customer care queues

Feedback

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Task	Description	Role
Chat with other CSR	A customer service representative can use the customer care applet to chat with other customer service representatives to get additional help for a customer care request, or use it to inform another customer service representative about transferring a customer care request to a different queue.	Customer Service Representative
Gather customer information	Customer service representatives can get information about customers while they are monitoring a customer care queue. By default the following information is available: Customer profile: The customer's account information and purchase history Shopping cart: Information about the products that have been put into the customer's shopping cart In addition, during a chat session with a customer, customer service representatives can also view the page that the customer is browsing.	Customer Service Representative
Monitor customer care request	Customer service representatives must start the customer care applet using the WebSphere Commerce Accelerator to be able to monitor a customer care queue and accept requests from customers.	Customer Service Representative
Requeue request	If a customer service representative concludes that a customer care request can be better served by another customer service representative, he can requeue the request to the queue that is assigned to the target customer service representative.	Customer Service Representative