Manage customer service through a unified process, from pre-sales consultation to returns and after-sales support.
In retail, customer service doesn't end when the sale is complete. Appointments, design discussions, product information, order tracking, delivery, assembly, returns, exchanges, warranties, complaints, and service requests are all different stages of the same customer relationship.
Minerva Customer Services enables store employees to evaluate customer requests along with relevant sales, offers, orders, products, deliveries, and payment records. This reduces the need for the customer to re-explain the process; responsibility, status, and next steps can be clearly tracked.
Customer service scope
The store offers appointments for design, measurement, video calls, and product consultations.
Product information, stock, price and delivery inquiries
Requests for change of offer and order
Delivery, assembly, and appointment tracking.
Incomplete, damaged, incorrect, or inappropriate product records
Returns, exchanges, refunds, and store credit transactions.
Warranty, service, spare parts and repair requests
Complaints, satisfaction, solutions, and customer feedback.
Task, responsible team, service level, and deadline tracking.
Ensure service continuity between stores.
A customer can apply to another store for a product they purchased from one store. In accordance with company policies and franchise agreements, central rules can govern which store the transaction can take place at, and how costs and responsibilities will be shared.
Take service results as seriously as sales data.
Resolution time, repeat requests, return reasons, delivery problems, and customer satisfaction all generate important signals regarding product, store, supplier, and process quality. This data should not remain solely as a customer service report; it should feed into product, logistics, store, and training decisions.
Manage customer service not as a separate unit that kicks in when a problem arises, but as an enterprise service system integrated into the entire sales and delivery lifecycle.