Customer Service

In retail, customer service can make or break the experience especially when it comes to fulfillment. Viare gives your customer service team the tools they need to access real-time order data, resolve issues quickly, and maintain seamless communication with customers across every channel.

Whether it’s updating an address, managing a split shipment, or handling a “Where’s My Order?” inquiry, Viare provides a centralized, intuitive interface that keeps your team productive and your customers informed.

One Platform, All Orders, Every Channel

As part of a unified commerce strategy, Viare brings together all your order data. regardless of sales channel, into a single, real-time view. Whether an order comes from your website, mobile app, call centre, marketplace, or in-store point of sale, Viare can ingest and centralizes it. Your customer service team has immediate access to the full picture of a customer’s order history, fulfillment status, and preferences empowering them to deliver fast, personalized service every time.

Centralized Order & Customer Management

The Viare Customer Service module allows support teams to view, manage, and update order details with ease ensuring information is always accurate and current. Teams can add internal notes to both customer and order records, keeping a clear, auditable trail of communication across the lifecycle of every purchase.

With built-in tools for communication, or optional integration with your existing CRM, your team can work within a single platform to respond faster and with more context, reducing handle time and increasing first-contact resolution.

Live Support for Real-Time Order Queries

Viare can integrate with live chat platforms to help customer service teams manage high volumes of “Where’s My Order?” queries without switching systems. With real-time access to order status, dispatch point updates, and carrier tracking, support staff can provide instant, accurate answers boosting customer satisfaction and easing pressure on your support queues.

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Benefits

Unified Order View Across All Channels

Unifies orders from all channels into one view, giving support teams full visibility and control over the customer journey

Faster Resolutions with Real-Time Order Visibility

Empower staff with live access to orders, fulfillment status and notes for faster answers and resolve issues without escalation.

Seamless Communication Across Platforms

Manage customer chats in Viare or sync with your CRM for seamless communication and full customer history

Streamlined Workflow for Support Teams

Reduce admin and context-switching with a single, searchable interface for orders, customer records, and notes

Better Customer Experience, Every Time

Respond quickly, communicate clearly, and build trust, no matter the order enquiry

FEATURED PROJECTS

Case Studies

Learn about the real, measurable results Viare delivers.

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Secure Organisational Support for Your Order Management System Project

Engaging internal stakeholders early is critical for OMS business case success, ensuring alignment and measurable outcomes. Roles like IT, digital, retail operations, and customer service provide insights for alignment and solution fit. Collaboration across departments reduces risks, improves implementation, and enhances organisational commitment.

It also fosters a clearer understanding of OMS requirements, leading to fewer surprises, faster deployment, and better customer experiences, ultimately increasing project success and ensuring broader organisational support.

CEO / COO CIO / Tech Lead eComm / Digital / Fulfilment Manager Customer Service Retail Ops Manager

Claire

CEO / COO / CXO

It is important we choose the right systems to deliver growth and operational efficiency.”

The C-Suite plays a pivotal role in any whole-of-business transformation approach, often serving as the project sponsor. Their role extends beyond assessing ROI and revenue upside; they are essential for successful change management. They prioritise investment and set the parameters for project scope.

Accelerate revenue growth

Through strategic channel expansion and product optimisation

Drive operational efficiency

Reduce cost-to-serve and boost margins

Enhance customer lifetime value

By strengthening engagement and satisfaction

Tom

CIO / Technical Lead / Architect

Integrations into existing systems must be seamless.”

For IT, Architects lead the design of their technology stack and integration strategy, encompassing platforms like POS, ERP, eCommerce, and more. Their role is pivotal in ensuring real-time inventory updates flow to relevant systems, driving efficient order routing logic and enhancing customer confidence in stock availability. While the downstream impacts on customer experience may not always be immediately apparent, IT’s role in empowering platforms and internal teams is crucial.

Rapid integration

Quickly implement by fitting into existing enterprise architecture using a modern service-oriented approach.

Reduce costs now and into the future

Continuously maintained infrastructure, always up to date, with immediate access to the  latest enhancements and features through a customer-led roadmap.

Availability and uptime

Deliver operational excellence through seamless system efficiency, reduced costs and powerful features, ensuring your workflows remain optimised for modern, distributed order management now and for peak periods.

Eve

eCommerce / Digital / Fulfilment Manager

I love being on the front foot of trends and trying new ideas.”

For eCommerce and omni-channel teams, an OMS roadmap is just as important as integrations between on and offline channels and alignment with customer experience, loyalty and customer support goals.

Drive Customer experience

Maintain real-time inventory accuracy to consistently meet customer expectations. Provide customers with real-time inventory availability details, including stock levels and exact delivery options.

Scale as you grow

Leverage new roadmap features and functionality with an Enterprise OMS Platform for success

Accelerate new initiatives

Launch Click & Collect and increase online sales by up to 40% and conversation rates by 300%. Quickly add online channels, expand fulfilment methods, and enter new locations and markets.

Charles

Customer Service Manager

At the heart of everything we do lies the customer.”

Customer Service is the frontline team that deals with the most common customer queries, such as “Where’s my order?” They understand these pain points better than most other teams. This knowledge is crucial in understanding how the system handles delivery delays, missing items, refunds, and providing a unified view of customer orders. Their feedback is vital in shaping how the OMS communicates order updates, handles returns, and manages customer inquiries.

Lower customer support costs

Reduce cancelled orders and provide clear order updates to decrease customer inquiries and shorten resolution times.

Ease of System use

Manage manual orders seamlessly, tools to find and modify orders with a single view of the customer

Enhancing fulfilment accuracy

Maintaining accurate, near-real-time inventory tracking to improve delivery reliability and fulfilment rates. Stock allocation at the time of pick reduces the administration of order flow by minimising the time spent searching for unavailable or out-of-stock items.

Rachael

Retail Operations Manager

I feel a personal connection to our brand reputation and my employees.”

Retail Operations including store and warehouse operations teams are responsible for executing fulfillment strategies. They need clear processes for pick, pack, ship, and return and especially when an OMS introduces changes like ship-from-store or click-and-collect. They must have input to assess what’s actually feasible in-store (team training and current barriers in existing systems e.g. ERP) and ensure the OMS design supports speed, accuracy and flexibility without overloading store teams at critical Peak selling times.

Drive extra traffic in-store

Provide customers real-time stock visibility and flexible online through multiple pickup choices that drive increased foot traffic and sales. Take control of your inventory by choosing which products you want to include or exclude for Click & Collect.

Optimise pick and packing processes

Flexible picklist management with digital picking as well as filter and short picklists to quickly find required items.

Balance store workloads

Utilising stores as distribution centres increases sales, reduces inventory costs, and empower staff to adopt new roles and responsibilities— you can streamline in-store fulfilment processes and enhances operational efficiency.

Customer Service