Customer Service Solution

Use Cases

Customer Service Solution

Unified commerce

Reduce Returns & Drive Loyalty with Kibo Customer Service

47%

Decrease in Returns Rate Leveraging Features like Exchange or Reship

French Toast logo
49%

Decrease in BOPIS Cancellation Rate

Home Hardware logo
97%

Decrease in Returns Rate

Fortis Life Sciences

Call Center & Customer Service

Improve Customer Experience Through Customer Service

There is nothing more frustrating than contacting customer service for assistance with an order, only to be caught in a frustrating loop of being unable to locate the order and being transferred between various departments and locations.

Kibo’s customer service and call center capabilities enables customer support for in-house or outsourced call centers in a single interface. Our versatile features allow businesses to customize workflows and adapt the user interface to evolving processes and technologies.

Kibo Icon Customer

Single system to view and edit customer account and order data, track lifetime AOV and more.

Kibo Icon Out Of Box

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

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

Kibo Icon Inventory

Review order history
and track order shipments regardless of channel.

Locate inventory anywhere
to allocate to a customer order and adjust to totals.

Unified

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

call center software screenshot

Call Center Effectiveness

A Unified View of Data

Call center effectiveness and efficiency is dependent on the representative’s ability to access critical information and take action quickly.

Customer-Centric Call Centers Need:

  • A unified view of omnichannel customer, product, pricing, inventory, order, and shipping data in real-time
  • A single user interface to handle customer support
  • Ability to view customer history without access to a CRM
  • Permissions and approval workflows to streamline efficiency

Call Center as a Sales Channel

Increased Sales & Satisfaction

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

Kibo Contact Center Features:

  • Fully embedded product catalog, promotions engine, and shipping engine
  • Inventory look-up and order creation across channels and brands
  • Integrated digital shopping cart takeover and handoff
  • Ability to attribute sales to CSR or call center

 

promotions software screenshot

White Glove Experience for the World’s Largest Luxury Watch Retailer

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

Locating One-of-a-Kind Timepieces by Serial Number

Tourneau utilizes unique SKU numbers to serialize their timepieces.

With real-time inventory visibility, CSRs can locate specific products across all locations and provide efficient shipping or warranty updates to purchasers.

Placing Orders and Initiating Store Transfers 

Call center representatives can place orders on the customer’s behalf, arrange store transfers, add Timepiece Protection Plan warranties, and apply omnichannel promotions and discounts.

Sales are often completed in the store, allowing customers to size the timepiece and finalize warranties.

customer service software in use

Call Center Roles & Permissions

Highly Configurable Customer Service Solution

Kibo’s call center roles and permissions settings ensure businesses retain control of in-house or 3rd party call center experiences

Kibo Customer Service Management Features:

  • Assign roles to control permissions and data access
  • Mitigate margin loss with appeasements and other approval workflows
  • Monitor account and order notes and check order logs and queues
  • Analyze call center performance using pre-built dashboards and reports

 

Customer Self-Service

Reduced Wait Times with Self-Service

Enhance the customer experience and foster loyalty by empowering customers with online self-service capabilities.

Kibo Customer Self-Service Features Allow Customers to:

  • Create accounts and manage saved addresses and payments
  • Track and modify one-time and subscription orders
  • Skip, pause, or cancel a subscription online
  • Initiate returns, print return labels, or request replacements
call center software in use
Unified commerce

Discover the Modular Approach to eCommerce Order Management

See how Kibo can change the way you deliver unified customer experiences with a modern, microservices-based, API-first technology-powered eCommerce order management platform. Start delivering complex customer experience and improving operations with Kibo as your partner.

Request a Demo