HCL Customer Service for HCL Commerce

HCL Customer Service for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Aurora storefront and enable a CSR to complete key tasks on behalf of a guest and registered customers for both B2B and B2C stores. Customer Service for HCL Commerce is offered for both Professional and Enterprise editions.

Because the customer service enhancements are built into the storefront, site owners benefit from:
  • A cost effective solution that uses a single and centrally maintained web application that delivers a common user interface for both customers and CSRs.
  • An intuitive customer service interface for the storefront that CSRs can quickly use with little training.
  • A common experience for customers and CSRs that helps CSRs solve customer issues faster.
  • Personalized content and promotions that are presented to CSRs to help drive increased sales.
  • Powerful HCL Commerce site search to quickly find the right products for customers.
With the new customer service enhancements, CSRs can:
  • Work with customer accounts for both B2B and B2C stores.
  • Find products through catalog navigation or through powerful faceted search that provides detailed product information.
  • Work with customer orders so they can create new orders, view order history, and cancel orders.
Consumer direct (B2C)

Aurora B2C store CSR tasks

Tasks Details For more information
Managing customer accounts
  • Adding a customer
  • Enabling and disabling an account
  • Resetting customer passwords
  • Editing customer account information

Manage customer accounts

Personal Information page

Managing submitted orders
  • Canceling a customer's order
  • Reorder submitted customer order
  • Add or view order comments

Manage existing customer orders

Add or view order comments

Shopping as a guest
  • Browse and experience the storefront as a guest customer
  • Submit an order
  • Register a guest
  • Add or view order comments

Shopping on behalf of guest customers

Add or view order comments

Shopping as a registered customer
  • Browse and experience the storefront as a registered customer
  • Submit an order
  • Create and manage Wish Lists
  • Add or view order comments

Shop on behalf of a registered customer

Add or view order comments

B2B direct

Aurora B2B store CSR tasks

Tasks Details For more information
Managing customer accounts
  • Adding a buyer
  • Enabling and disabling an account
  • Reset passwords for buyers and Buyer Administrators
  • Edit account information for buyers and Buyer Administrators

Manage customer accounts

Managing submitted orders
  • Cancel submitted order for buyers and Buyer Administrators
  • Reorder submitted order for buyers and Buyer Administrators
  • Add or view order comments

Manage existing customer orders

Add or view order comments

Shopping as a guest
  • Browse and experience the storefront as a guest customer
  • Submit an order
  • Register a guest
  • Add or view order comments

Shopping on behalf of guest customers

Add or view order comments

Shopping as a buyer
  • Browse and experience the storefront
  • Submit an order
  • Create or upload requisition lists
  • Add or view order comments

Shop on behalf of a registered customer

Add or view order comments

Acting as a Buyer Administrator
  • Browse and experience the storefront
  • Submit an order
  • Create or upload requisition lists
  • Update and delete requisition lists
  • Create buyer organizations
  • Edit buyer organizations
  • Add a buyer to an organization
  • Edit a buyer account
  • Enable or disable a buyer account
Note: A CSR cannot submit approvals on behalf of a Buyer Administrator. Additionally, a CSR cannot modify user roles in the organization.

Act on behalf of a Buyer Administrator