|
InstantService 'Proactive Chat' Further Extends Omniture Web Analytics and Boosts Online Sales
SEATTLE, March 27 /PRNewswire/ -- To help companies convert online shoppers into online buyers, InstantService, Inc., a provider of chat and email management solutions, announced today it has joined Omniture, Inc.'s Genesis Network. The seamless integration between InstantService's proactive chat product, InstantInvite(TM), and Omniture's online business optimization platform will deliver powerful sales, marketing and analytical efficiencies for Fortune 500 ecom retailers, financial services, high tech, transportation, and call centers.
Because InstantService's proactive chat solution generates transactional data, Omniture users will gain a new data stream reflecting online customer and visitor behaviors. Data and analytics derived from these solutions will enable companies to adapt online services and support, including chat, to better engage and help shoppers.
"The more you know about online shopping behavior, the better you can tailor a service and support experience that exceeds customer expectations," said Mike Lande, CEO of InstantService. "With our new integration capability with Omniture, companies will have a smarter way to engage shoppers in chat sessions, viewing site activities and generating meaningful reports for marketing and operational analysis."
Proprietary and published research demonstrates the practicality and timeliness of combining the companies' Web analytics and chat solutions, including:
-- 20% of web chats result in a completed purchase
-- Web chatters spend approximately 35% more per order
-- 30%-40% of Web site traffic includes self-service shoppers (consumers
who make purchase decisions without vendor assistance)
The new e-business offering and partnership with Omniture mark significant milestones in InstantService's enterprise customer strategy. "We are pleased to partner with Omniture to offer more extensive integration capabilities for our customers and move the needle forward on enterprise delivery," added Lande. "Partnerships like this that deliver tangible and measurable customer value and bottom line results are highly valued components of our offering."
How it works
InstantService InstantInvite employs a rules-based engine (instead of human monitoring) to identify shoppers with greatest potential to buy. This unique and innovative approach presents important value at the front and back-end, ensuring privacy for shoppers and increasing agent productivity. The solution also delivers informative data related to chat transactions which enables companies to better assess online customer behaviors, and make adjustments in real time without changes to site code.
Rules for triggering a proactive chat session are based on visitor site interactions and behaviors and commonly include: which pages they have visited, how long they remained on a page, where they came from, which keyword they used to find the website, which items they have in their shopping cart, and whether they are repeat buyers.
Based on these user-defined rules, InstantInvite automatically presents shoppers with a customized invitation to chat live with a customer service representative. With this automatic connection, agents can instantly engage the customer with offers for assistance and incentives in addition to up-sell and cross-sell opportunities.
About InstantService
InstantService, Inc. is a leading provider of customer communication technologies for online businesses and contact centers. InstantService offers an integrated suite of live chat, email management, knowledge base, Web site analytics and lead capture solutions to increase sales and enhance customer service. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers -- the first step of customer relationship management.
Over 350 companies trust InstantService's scalability, security and performance including VeriSign, H&R Block, Spiegel, Intuit, ProFlowers, McAfee, US Airways and DISH Network. To learn more about InstantService, visit http://instantservice.com/ to chat with a representative.
InstantService, Inc.
CONTACT: J. Sorensen, +1-206-856-4202, or C. McCol, +1-206-388-3650,both for InstantService, Inc.
Web site: http://instantservice.com/
[ Back To TMCnet.com's Homepage ]
|
Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 16-18, 2008. Los Angeles, California.
