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[November 19, 2003] InstantService Reports Strong Results with E-tailer Best Practices Program SEATTLE, November 19, 2003 - InstantService, the premier provider of sales conversion and customer communication solutions, continues to demonstrate success with its "Best Practices" program. E-tailer results show significant sales growth, reduced abandonment rates and lowered service costs after implementing InstantService chat, email management, and Best Practices program strategies.One aspect of the Best Practices program offers e-tailers a valuable way to promote and track sales conversions with chat. E-tail sites can proactively engage a prospect who has been on a page for a predetermined period of time (or when the shopping cart has been abandoned) with discount coupons or free shipping incentives. Once the prospect has clicked on the dynamically generated incentive advertisement, he is launched into a chat with a sales representative. This allows the representative to build rapport with the prospect, increasing the potential for converting the sale. After the chat has completed, the customer is offered incentive details or a coupon code for a purchase. The unique coupon code can be used to track and measure the sales conversion rate from chat sessions. This has tremendous benefits for e-tailers, as studies have shown that up to 25% of the customers intrigued by incentives are qualified buyers. In addition, if a prospect returns to the e-tailer site using InstantService, his chat history can be reviewed, providing the sales representative with valuable information to assist in converting the sale. E-tail sales are soaring, with no sign of slowing down. The top 10 e-tailers, including Office Depot, Staples, and Buy.com, posted online revenue for 2002 in the hundreds of millions. Jupitermedia recently reported that e-tail sales for the fourth quarter are expected to surge 21% over last year. With the holiday season already underway, retail revenue is expected to exceed $17 billion this quarter. InstantService customers are leading the growth of the e-tail industry by reaping the benefits of chat to accelerate their sales conversions and reduce costs. Penske Truck Rental experienced 100% ROI with InstantService in just ten days and has seen a three-fold increase in sales conversion rates. Other companies have also caught on to the rewards of chat: REI reports that 58% of their online customers utilize chat prior to placing an order. Another InstantService customer experienced a 15% increase in sales over a one-month period; others who have implemented chat in their outbound mailers have noticed a 10%-15% click through rate. InstantService provides e-tailers and sales centers with a more efficient means of managing customer service and - most importantly - converting browsers to buyers. Companies that utilize all the tools InstantService has to offer realize greater profits and a rapid return on their investment by increasing sales, reducing support costs, and improving customer satisfaction levels. To learn more about InstantService's Best Practices program, please visit the InstantService website. You can also chat with a sales representative now via the following URL: http://www.instantservice.com/chat About InstantService InstantService is a Seattle-based company that delivers hosted customer communications services to online businesses and call centers. InstantService provides integrated chat, email management, self-help FAQ, and a suite of industrial strength administrative reporting and queuing tools designed to dramatically lower customer support costs, increase sales, and raise customer satisfaction levels. Pricing for the service is not charged per seat, but is based on actual usage, promoting cost savings per individual customer contact and the flexibility to add more agents during seasonal peaks. Clients include REI, H&R Block, Motorola, Gateway, 3Com, McAfee, Sento, DiTech, Sony Online Entertainment, Ernst & Young, and Venus Swimwear. For more information on InstantService, please visit http://www.instantservice.com or call (206) 956-8000. |