nChannel Customer Experience Management

nChannel Customer Experience Management (CXM) app manages customer support operations including real-time inventory data, order status and updates, integrated customer profiles, and dynamic item return processes.

Customer Experience Management

A lot goes on behind the scenes of an exceptional customer experience. The right data needs to be in the right place. Systems need to be integrated in a specific way. Employees must be empowered to see the customer’s entire situation. Companies spend hundreds of thousands of dollars building the infrastructure to support great retail customer experiences. nChannel has made that infrastructure more accessible.

The nChannel Customer Experience Management (CXM) App gives your team the tools to create the best possible retail experience for your customers. It ensures the right information is always in the right hands. Delight your customers to make sure they return, again and again.

• Keep track of order status and order history
• Centralize customer data to keep it accurate and accessible
• Streamline your returns processing to ensure data accuracy
• Provide customers with multiple return options, even across channels
• Implement service level monitoring for order fulfillment

Order Tracking & History

Provide visibility into all orders for all customers across all channels from a centralized location. As order transactions flow through nChannel, any user from across your organization can access this data to provide outstanding service to your customers.

• Ensure timely and accurate follow up to customer inquiries
• Track orders as they are being processed
• Respond to alerts due to shipping delays
• Annotate orders and append comments to any order at any time

Customer Interactions

Centralize customer data from all of your sales channels into a single location. This empowers your team to resolve customer issues faster and improve overall customer satisfaction. Eliminate the disjointed service that results from isolated information.

• Access to each customer’s complete sales history from all channels
• Insight into customer shopping habits, preferences, feedback and inquiries
• Centralized order management capabilities

Returns & Shipping

Enable store personnel to review customer purchases made either online or from other retail outlets. Empower your team to quickly process returns and exchanges to improve customer satisfaction and encourage future purchases.

• Allow returns and exchanges across channel lines (e.g. buy online, return in store)
• Provide instant access to the information required to facilitate returns
• Integrate return transactions with your financial system
• Utilize advanced shipping tactics (e.g. ship from store, same-day delivery)

Service Level Monitoring

Set service level expectations by channel or customer type to ensure the best possible shopping experience for every customer. Keep track of on-time order fulfillment by customer, customer type or fulfillment location. Anticipate problems, like stock outs or late deliveries, so you can proactively inform your customers.

• Build workflows to monitor service based on your rules
• Avoid one-star reviews by getting ahead of potentially negative customer experiences

Why nChannel

nChannel is empowering merchants with the integration tools they need to connect their systems and deliver better customer experiences.

Integrate Your Retail Systems

INCREASE YOUR OPERATIONAL EFFICIENCY

Our integration tools sync data among critical business systems like eCommerce, ERP, POS, and 3PLs to automate processes from inventory synchronization to order fulfillment and supply chain management. Automation eliminates manual data entry by reducing data processing time and eliminating costly data errors. With smoother operations, nChannel enables merchants to drive revenue and power consistent customer experiences.

• Software you need to build a multichannel operation
• Strategic advice from seasoned experts
• Knowledge that keeps you informed and challenged
• Confidence that you can evolve with your market
• Flexibility to seize new opportunities quickly and easily

Realizing Your Goals Through System Integration

We make the strategies, tactics, and integration tools needed to exceed today’s commerce challenges accessible to merchants of all sizes. You can compete and win against organizations with bigger budgets and more resources. As your customer expectations evolve, your business can continue to meet them.

nChannel’s cloud-based platform sits between your critical bus systems. Our pre-built connectors integrate via open APIs or SFTP (XML, CSV, etc. ) to centralize and facilitate data workflows between your systems. Since no two seller’s environments are exactly the same, nChannel’s connectors are configurable to how you need data to transform from one system to the next.

How can nChannel help you?

Pricing Details:

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