USE CASES

Create Frictionless Experiences That Lock in Loyalty and Drive Lifetime Value

Keep your customers satisfied with fewer returns and cancellations with one composable commerce platform.

Call Center & Customer Service

Uplift the customer experience with unified customer service

KIBO equips your customer service reps with a single interface for both in-house and outsourced customer support, so shoppers get immediate, reliable assistance. With our versatile features, businesses can customize workflows and tailor the interface to match evolving processes and technologies.

Simplify customer service management with a single system to view and edit customer and order data, track lifetime AOV, and more.

Place and modify orders after they have been placed for one-time and continuity orders.

Apply omnichannel promotions and offer discounts, credits, or appeasements.

Review order history and track order shipments regardless of channel.

Locate inventory anywhere to allocate to customer orders and adjust totals in real-time.

Accept returns and exchanges on partial or full orders and issue replacements.

Call Center Effectiveness

Simplify everything with a unified view of customer data

Effective customer service depends on a call center representative’s ability to quickly access critical information and take action.

Put success at the center of your call center with unified customer support tools.

Focus: Provide attentive customer support with a single user interface.
Insights: Access a unified, real-time view of omnichannel data on customers, products, pricing, inventory, orders, and shipping.
Empower: View customer history without requiring CRM access.
Simplify: Leverage permissions and approval workflows for greater efficiency.

Call Center as a Sales Channel

Boost sales & satisfaction

Deliver exceptional customer experiences across all touchpoints by giving call center representatives access to accurate and real-time inventory levels and detailed product catalogs.

Streamline call center operations with KIBO’s powerful contact center features.

Centralization: Fully embed product catalog, promotions engine, and shipping engine
Flexibility: Perform inventory lookups and create orders across channels and brands with ease
Integration: Take over or hand off digital shopping carts for seamless customer interactions
Accountability: Attribute sales directly to CSRs or call centers to track performance accurately

See how the world’s leading luxury watch retailer provides timeless customer service

Tourneau Bucherer is the world’s largest luxury retailer of new and pre-owned timepieces, spanning over 100 brands and 90 locations worldwide. Known for their high-touch in-store experiences, Tourneau leverages KIBO’s Call Center and Order Management System to extend that same level of service to their North American call centers.

With KIBO, Tourneau Bucherer can:

Locate one-of-a-kind timepieces by serial number across all locations and provide customers with efficient shipping or warranty updates.
Place orders, initiate store transfers, add Timepiece Protection Plans and apply omnichannel promotions and discounts.

Call Center Roles & Permissions

Configure call center roles & permissions with maximum flexibility

Maintain control of in-house or 3rd-party call center experiences with KIBO’s call center roles and permissions settings.

Control: Assign roles to assign permissions and data access
Protection: Mitigate margin loss with appeasements and other approval workflows
Visibility: Monitor account and order notes, and check order logs and queues
Insights: Analyze call center performance using pre-built dashboards and reports

Customer Self-Service

Give customers the power to help themselves

Improve customer satisfaction and build loyalty with convenient online self-service capabilities.

Management: Create accounts, update saved addresses and manage payment methods.
Tracking: Track, update or modify one-time purchases and subscription orders.
Control: Skip, pause or cancel subscriptions directly online.
Simplicity: Initiate returns, print labels and request replacements effortlessly.