Quality customer service depends on real time access to accurate data about your customers and their orders. Virtual Retailer will help you improve customer satisfaction and back-office efficiency with a customer care module that automates order management processes and enables customer self-service. All customer care features are included within the Virtual Retailer platform, so there’s no need for an additional third party system.

Novator also provides a solution to empower your customers to seek solutions and answers without having to contact a call center. Novator Answer is a self-service solution that naturally interacts with your customers to automatically respond to their questions. Unlike many other self-service solutions, Novator Answer uses an Artificial Intelligence (AI)-based classifier, with the ability to answer up to 80% of your customers' questions with a less than 2% error rate.

Key Features of Customer Care
	Customers can cancel their order, enter an alternative form of payment if the first fails, and request a refund.
	Customers and CSRs can: create, view and edit customer accounts and related information, including account passwords, email settings, address book, and credit card information view order history and order-tracking information
	CSRs can: create, view and edit notes on a customer account view and update orders manage orders flagged for fraud rule violation search for orders across multiple websites refund orders, order items and shipping charges manage returns within a defined workflow Customers can request and CSRs can issue a return merchandise authorization (RMA)