IBM Customer Service for WebSphere Commerce

IBM Customer Service for WebSphere Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the WebSphere Commerce Aurora storefront and enable a CSR to complete key tasks on behalf of a guest and registered customers for both B2B and B2C stores. Customer Service for WebSphere Commerce is offered for both Professional and Enterprise editions.

Because the customer service enhancements are built into the storefront, site owners benefit from:

A cost effective solution that uses a single and centrally maintained web application that delivers a common user interface for both customers and CSRs.
An intuitive customer service interface for the storefront that CSRs can quickly use with little training.
A common experience for customers and CSRs that helps CSRs solve customer issues faster.
Personalized content and promotions that are presented to CSRs to help drive increased sales.
Powerful WebSphere Commerce site search to quickly find the right products for customers.

With the new customer service enhancements, CSRs can:

Work with customer accounts for both B2B and B2C stores.
Find products through catalog navigation or through powerful faceted search that provides detailed product information.
Work with customer orders so they can create new orders, view order history, and cancel orders.

Aurora B2C store CSR tasks


Tasks	Details	For more information
Managing customer accounts	Adding a customer Enabling and disabling an account Resetting customer passwords Editing customer account information	Manage customer accounts Personal Information page
Managing submitted orders	Canceling a customer's order Reorder submitted customer order Add or view order comments	Manage existing customer orders Add or view order comments
Shopping as a guest Note: This capability must be enabled first for B2B stores. For more information, see Enabling guest browsing and shopping for the Aurora starter store.	Browse and experience the storefront as a guest customer Submit an order Register a guest Add or view order comments	Shopping on behalf of guest customers Add or view order comments
Shopping as a registered customer	Browse and experience the storefront as a registered customer Submit an order Create and manage Wish Lists Add or view order comments	Shop on behalf of a registered customer Add or view order comments

Aurora B2B store CSR tasks


Tasks	Details	For more information
Managing customer accounts	Adding a buyer Enabling and disabling an account Reset passwords for buyers and Buyer Administrators Edit account information for buyers and Buyer Administrators	Manage customer accounts
Managing submitted orders	Cancel submitted order for buyers and Buyer Administrators Reorder submitted order for buyers and Buyer Administrators Add or view order comments	Manage existing customer orders Add or view order comments
Shopping as a guest	Browse and experience the storefront as a guest customer Submit an order Register a guest Add or view order comments	Shopping on behalf of guest customers Add or view order comments
Shopping as a buyer	Browse and experience the storefront Submit an order Create or upload requisition lists Add or view order comments	Shop on behalf of a registered customer Add or view order comments
Acting as a Buyer Administrator	Browse and experience the storefront Submit an order Create or upload requisition lists Update and delete requisition lists Create buyer organizations Edit buyer organizations Add a buyer to an organization Edit a buyer account Enable or disable a buyer account Note: A CSR cannot submit approvals on behalf of a Buyer Administrator. Additionally, a CSR cannot modify user roles in the organization.	Act on behalf of a Buyer Administrator