Product Information "Utility"

[ctnwco860]

Like many online and catalog distribution merchants we have a number of customer service reps. (CSR's) on the telephone throughout the day with sometime varying levels of product expertise.

What we are looking for is a "utility" or application we can have running on our network that when a customer calls about a specific product the csr can type in a keyword and pop up a screen of information either about that specific product, or all the products we carry that would apply to the situation being described. Is there something "canned" out ther like this ?

Thanks in advance.

Alan

[Vic - WolfPaw Computers]

Why can they not use the built in MIVA Search?

[ctnwco860]

Vic,

I might be making this more complicated than it needs to be, but I was just thinking there was something out there like I describe that we could take advantage of. I could be wrong, but the MIVA Search function delivers a line item list of associated products, which then the CSR needs to click into each one to get more detailed information.

We sell wildlife control & animal handling supplies, so let me give you two examples and it may spur other thoughts. Ex. #1, a customer calls and says "we'd like to trap and remove a squirrel" ? CSR types in "squirrel" and pops a screen with all the "live traps", lethal traps, and maybe "repellants" listed. Then they can consult with the customer on all available options.

Ex. #2 this is the one where I see the MIVA Search may apply, customer asks about a specific product, but would like more detailed information, i.e. placement, baiting technique, weight, etc.

Again, am I just complicating things ???

Thanks !

Alan

[Vic - WolfPaw Computers]

Perhaps adding some keywords to the product description would help narrow down the search to the relevant items.