ATG Commerce Service Center streamlines handling customer calls. For example:
You answer the phone and click the New Call icon on the page header. A new temporary profile, ticket, and order are created for the call.
You add items specified by the customer to the order.
You proceed to the checkout process, where you specify the customer’s shipping and payment information.
You submit the order, which is saved permanently.
You can link the customer with the site by saving the customer information in a permanent profile. If the customer wants to register, you will specify a username and e-mail address for the customer. An e-mail message with the account password and login will be sent to the customer.
You provide the current ticket number to the customer. The customer can supply this number to an agent in a subsequent call if there is any problem with or question about the order.
You hang up and click the End Call icon.
Note that the above is an example, and that steps may differ depending on the customer.
