FLEXIBILITY
Integrate best-of-breed customer support capabilities
SUPPORT
Seamless CX via automated matching of customer profile to support tickets
EFFICIENCY
Empower support agents with specialized help desk tools
Unlock the full potential of composable commerce
Traditional monolithic suites have burdened organizations with rigid, feature-laden software ecosystems for far too long. Enter composable commerce, a paradigm shift that empowers you to build a tailored digital commerce ecosystem using hand-picked Packaged Business Capabilities (PBCs). This approach allows for rapid adaptation to market changes, optimizing operations, and delivering personalized customer experiences.
However, one of the critical gaps in the composable commerce landscape is the absence of a customer support solution that can seamlessly integrate with composable commerce PBCs.
To address this need, we’ve created a native Composable Commerce Help Desk Starter Kit that powers FreshDesk with commerce customer support capabilities via extensible components pre-integrated with commercetools, and embraces MACH architecture principles, offering flexibility to integrate with various modular components, unify customer interactions, streamline support processes, and provide personalized experiences.
Composable commerce help desk features
TAILORED ACCELERATION
Customize support functions to your needs
The composable commerce help desk isn’t a one-size-fits-all solution. It’s a dynamic starter kit tailored precisely to your business. With the ability to integrate new functionalities, CCHD effortlessly aligns with your unique requirements and preferences, ensuring a perfect fit.
INTUITIVE UI AND FLEXIBILITY
Accelerate productivity with an intuitive UI
Leverage the sleek, user-friendly interface for efficient support operations, and adapt to changes with ease. The starter kit effortlessly integrates into your existing ecosystem, promising a seamless and visually pleasing experience.
API-FIRST FOUNDATION
Effortlessly integrate support functionalities
The starter kit’s strength lies in its API-first foundation, creating a sturdy base for effortless integration of customer support functionalities into your composable commerce environment.
COMMERCETOOLS INTEGRATION
Leverage commercetools capabilities
Leveraging the commercetools platform to establish compatibility with various systems and components, the starter kit ensures effortless connectivity with search engines, order management systems, or other PBCs.
SPECIALIZED SUPPORT TOOLS
Empower support agents with specialized tools
Empower support agents with specialized FreshDesk applications and widgets. These tools are thoughtfully crafted to handle commerce-specific support scenarios, enabling agents to efficiently manage tasks such as order processing, inventory inquiries, product details, and pricing, as well as order cancellation and order refunds, facilitating seamless and efficient customer issue resolution.
FLEXIBLE USE CASES
Seamlessly integrate business-specific backends
While providing standard implementations, our starter kit’s extensibility and flexible architecture empower you to incorporate business-specific processes and bespoke service platforms. For support features beyond the scope of commercetools, the starter kit seamlessly integrates client-specific backends through ‘stubs’.
Our clients
RETAIL
HI-TECH
MANUFACTURING
FINANCE & INSURANCE
HEALTHCARE
Composable commerce help desk use cases
Real-time customer support
Order management
Inventory visibility
Omnichannel orchestration
Business workflow automation
FreshDesk self-service options
Industries
Retail and Brands
Retailers and brands can enhance their customer service by integrating customer data, equipping agents with efficient tools, leading to faster issue resolution, higher CSAT scores, better brand perception, and increased customer loyalty.
Manufacturing
The starter kit can be customized to streamline manufacturers’ operations by consolidating product data, ensuring real-time order and inventory information, and enabling unique B2B workflows for efficient case handling.
Pharma
In the pharma industry, the starter kit can be customized to centralize data for personalized interactions, offer order tracking and prescription support, integrate with CRM for patient history, and handle specialized workflows like adverse event reporting.
Financial Services and Insurance
In finance and insurance, the starter kit can be customized to integrate customer data for personalized support, streamline processes like loan verification and policy renewals, and ensure omnichannel customer access for enhanced service.
How the Composable Commerce Help Desk Starter Kit works
The Composable Commerce Help Desk Starter Kit seamlessly integrates customer support capabilities into your composable commerce environment. It integrates out-of-the-box with commercetools, complemented by specialized Freshdesk apps. The custom-integrated app (widget) enhances the existing functionality of Freshdesk to address commerce-specific use cases, and the UI component is built using the Crayons library (Freshworks UI kit), ensuring a natural fit within the Freshdesk customer support environment. Furthermore, the API-first architecture allows for the addition of new apps and the integration of unique business workflows into the help desk, making it a versatile solution that adapts to your evolving needs.
By aggregating customer data from various backend systems like CRM and order management, the starter kit creates unified customer profiles within Freshdesk. Agents benefit from the intuitive UI and practical tools that enable efficient order processing, inventory checks, and access to product information and customer context to swiftly resolve support requests across multiple channels.
Contact us to discuss your project
Send requestAccelerate your composable commerce journey
We provide flexible engagement options to design and build composable commerce ecosystems with best-in-class PBC vendors. Contact us today to start with a workshop, discovery, or PoC.
Workshop
We offer free half-day workshops with our top composable commerce experts to discuss the benefits of integration, our strategic approach, and how to apply it in your environment.
Discovery
If you’re at the stage of business requirements analysis and strategy development, we can start with a 2-3 week discovery phase to help develop the business case, design an optimized solution and build an implementation roadmap.
Proof of concept
If you’re interested to see particular composable commerce components in action, we can start with a 1-2 week proof-of-concept project to demonstrate the quality and performance of the creative product data solution in your business environment.
Our latest innovations in composable commerce
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