Name: Improving the User Experience with the ASM in SAP Commerce Cloud
Uploaded: 2019-8-21
Duration: 203 s
Description: This video provides a thorough overview of the Assisted Service Mode (ASM). It explains how this Backoffice-agnostic overlay allows you to assist customers in real time, thereby enhancing their User Experience on your online shop!

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<div><div>This video provides a thorough overview of the Assisted Service Mode (ASM). It explains how this Backoffice-agnostic overlay allows you to assist customers in real time, thereby enhancing their User Experience on your online shop!</div></div>

Improving the User Experience with the ASM in SAP Commerce Cloud

Hello, my name is William and in this video I'll present to you the assisted service mode. The big e-commerce challenge. Abandoned carts. Did you know that out of 41 studies, the average abandonment rate for customer carts is around 69%? In this video, let's look at customer support in the assisted service mode. It's one of the ways the Commerce suite addresses the bend and carts issue. The Assisted Service Mode, or HSM, is a back office agnostic overlay of your storefronts that allows CSS agents, that is, customer support agents to guide customers through the purchase process in real time. You will get the assisted service mode with the Assisted Service module, which comes with the Commerce suite out of the box. But how exactly does it support you in helping your customers? Here are some of the business benefits KSS agents contribute to higher conversion rates and revenue by helping customers complete their online purchase journey, and reducing abandoned shopping carts in the process. Customer support agents use the same storefront as the customers can see, and therefore can provide quicker and better support. It's not easy to sell complex products and services online. Customers can become frustrated during the process. RSM provides an easy way for customer support agents to address a customer's problem directly and explain the more complicated details of a product or service deal. Providing customer support directly on the phone will save money that would otherwise have been invested in development, maintenance of a dedicated customer support platform, and in training customer support agents to use it. The assisted service mode provides a vital missing link to connect organizations with their customers. All these benefits will contribute to an improved user experience. Now let's briefly walk through the actions a customer support agent can perform in Azm. Find an existing customer. Create a customer account. Find a customer's cart. Access a calling customer's 360 degree view. Take on the role of the calling customer. Check the order. History of a calling customer. Cancel or return a calling customer's partial or complete order and as a customer support manager. You can also offer the calling, customer promotions and coupons available. Finally, how can a CSS agent access ESM? Easy by simply going to the storefront and adding question mark. Azm equals true to the end of the URL. CSS agents can log in and access all the features I just mentioned. They can also access the assisted service mode from the back office customer support cockpit, which is also shipped with the Commerce suite. There you'll find even more options to assist the customer in their e-commerce experience.