TMCnet News
InstantService™ Releases New Features to Drive Online Sales and Improve Customer Support SEATTLE, July 1, 2004 - InstantService, a leading service provider of live chat, email management, knowledge base and lead capture solutions, today announced the release of the next generation of its customer communications technology. The new features will enable companies to increase sales by automatically targeting and converting the hottest leads on e-commerce websites, provide better assistance to customers via collaborative browsing and joint form filling, and further improve agent efficiency with new enhancements available in the InstantService Agent Console.New feature highlights: InstantInvite™: Increase sales and improve sales conversions by automatically identifying browsers with the greatest potential to buy, based on which pages they have visited, how long they remained on a page, where they came from, which keyword they used to find you, which items they have in their shopping cart, and whether they have previously purchased from the website. Shoppers receive customized chat invitations based on rules that can be adjusted easily in real-time, without needing to make changes to the website's code. Agents are automatically connected to these shoppers to offer assistance, incentives, and suggest related items to up-sell. Co-browse: Increase first time resolution rates and customer satisfaction with the interactivity of InstantService Chat and Co-Browse. While chatting, co-browse allows agents and shoppers to share a web browser to jointly navigate a website. Agents can guide shoppers, see the information typed into forms in real-time, and even fill out forms for them. InstantService Co-browse also features the Co-browse Archive, a window of information that reveals the shopper's entire browsing history on the website, both before and during the chat session. Agent Console Enhancements: The InstantService Agent Console now utilizes Java Web Start technology to allow launch, login and operation from the desktop, without a web browser. The Agent Console can now be resized like a standard application, and adjustable sliders allow customization of the Response, Queue and Session panel dimensions. Other improvements include supporting HTML in email to include automatic generation of a chat link in outbound messages that track the incident ID of the customer when he or she returns to chat. With a single click on the incident ID, an agent can easily view the transcripts and details for all of the customer's chat and email sessions. "Businesses have two goals to drive revenue: attain more customers, and get existing customers to buy again," said Mike Lande, InstantService CEO. "InstantService has the proven ability to help businesses obtain these goals via our SalesSolution and SupportSolution offerings. Our latest release increases the lead capture capability of our SalesSolution with an easily administered, rules-based, proactive chat system. The effectiveness of our SupportSolution is strengthened with the added interactivity of our new co-browse and joint form filling feature." To learn more about these features, please visit the new InstantService website. You may chat with a sales representative now via the following URL: http://www.instantservice.com/chat About InstantService InstantService is a Seattle-based application service provider of integrated chat, email management, knowledge base and lead capture solutions that enable businesses and call centers to increase sales and improve their customer service. InstantService is designed to easily integrate with existing e-commerce and CRM systems, facilitating valuable relationships between companies and their customers -- the first step of customer relationship management. Over 250 companies, recognized for their commitment to quality customer service, trust InstantService’s scalability, security and performance. Clients include REI, H&R Block, Motorola, Gateway, 3Com, McAfee, Xerox, Sento, DiTech, Sony Online Entertainment, Toshiba, Ernst & Young, and Venus Swimwear. For more information, please call (206) 956-8000 or visit http://www.instantservice.com. |