Multimedia
Contact Center; Web Collaboration, Email & Chat
InstantService™ is a partner
company with Stratasoft that enables your call
center to become a Multimedia Contact Center.
With instant text chat, Web collaboration, and
e-mail management functionality, your center can
meet the demands of your online customer service
and develop a highly interactive Web presence.
With InstantService™ you can deliver real
time responses to your customers enabling you
to build customer satisfaction and provide your
customers with the information they need when
they need it.
Chat was created to address the online customer
service needs of e-businesses. E-customers want
live help when they have questions. Our text-based
chat gives your e-customers instant access to
the answers, assistance, and information they
require. Your agents, armed with Chat, can deliver
the real time customer satisfaction your clients
require while shortening your online sales cycle.
Features
Our ASP architecture allows for instantaneous
and seamless upgrades of our technology without
burdensome hardware/software configuration or
upgrades for our clients.
With “click-to-push” functionality,
agents can push Web pages and other online content
to customers' desktops in real time for their
review.
Agents can answer and easily manage up to five
chat sessions simultaneously, leading them directly
to higher productivity levels and faster customer
assistance.
Chat can be secured for complete privacy. Using
SSL encryption, chats are encoded from end-to-end,
ensuring your customers' privacy protection.
Corporate accounts can now have multiple department
accounts within them, allowing for unique customization
within each department account at these levels:
Customer Form, Customer Client, Exit Surveys,
Response Libraries, After-Hours Messaging, and
Reporting. Customers receive unique custom messaging
depending on the department they access on their
account.
This allows you to completely customize the appearance
and messaging your customers receive to match
your Web site.
Our unique code allows the Chat button to change
its appearance, message and functionality based
upon agents' logged in status. Immediately, customers
visiting your Web site are aware of your agents'
availability.
Get the feedback you need to further improve your
customer support experience with the Exit Survey.
Upon the end of a session, present visitors with
an Exit Survey that can be customized with up
to five questions and one “free form”
written response. Exit Survey results are available
for review 24/7 in the Reporting section of the
Account Administration pages.
Benefits
Real time text based chat allows for instant resolution
to e-customers' inquires, increasing customer
satisfaction levels and building customer loyalty.
Being able to up sell, cross sell, and immediately
answer sales question in real time will enhance
and strengthen the lifetime value of your online
customers.
By using real time text based chat, agents personalize
the customer service experience on an individual
basis, providing the e-customer with a sense community
- increasing the likelihood they will return to
your Web site again and again.
Online customer service and e-customer inquiries
are becoming more complex and demanding. Increasingly,
e-customers require interactivity beyond traditional
services, such as telephone, e-mail and push technology.
Web Collaboration allows a support agent and a
customer to link their browsers and collaboratively
browse the Web - helping to drive brand loyalty
and increase revenues while enhancing the customer
service experience.
Features
Web Collaboration allows an agent to assist a
customer by filling out an online form for the
customer, and then providing the completed form
to the customer for online verification and submission.
Agents can see the information previously entered
into the forms by the customer, identify any errors,
and correct the errors for the customer. The customer
can see information as it is entered by the agent
“keystroke by keystroke.”
Web Collaboration's Highlighting and Scrolling
feature allows an agent to bring the attention
of a customer to a specific portion of a web page
by highlighting selected text in yellow and automatically
scrolling the screen of the customer to the location
of that text.
All data exchanged between agents and
the customers by Web Collaboration is encrypted
with Secure Sockets Layer (SSL) technology, which
allows customers to complete transactions securely
with the assistance of a agent.
Web Collaboration works seamlessly with firewalls,
and does not require companies to modify their
security policies or firewall configurations.
Benefits
With the enhanced navigation tools of Web Collaboration,
even the most complicated of online sales are
simplified and expedited. Increased online sales
are the natural result of an implementation of
this service!
Adding Web Collaboration to your customer service
offering dramatically increases the set of tools
at your agents' disposal to assist your online
customer - a powerful value added service for
enriching your customer's support experience and
enhancing brand loyalty.
E-mail has become a preferred means for online
customers to contact e-businesses. Today customers
want quick, accurate and informative replies to
their online inquiries. To sustain a powerful,
pleasurable and profitable relationship with your
client base, your e-business must meet the challenge
of e-mail head on. E-mail Management allows your
agents to reply to customers' inquiries with quick,
informative and precise responses - building customer
loyalty and satisfaction levels, which aids in
retaining your valuable existing client base while
increasing your sales revenue potential.
Features
Built within the user-friendly agent console,
E-mail Management takes advantage of the same
powerful Response Libraries available for supporting
chat clients - firmly delivering your company's
messaging while shortening your agents' response
time.
Sometimes an e-mail response is insufficient.
For those times, E-mail Management responses can
be escalated to a collaborative chat or voice
session by simply incorporating the hyperlink
with your e-mail response - ensuring your customer
gets the information they need when they need
it.
With E-mail Management Reporting, service level
information is available in real time to your
account administrators and managers. Our reporting
allows administrators to review the number of
e-mails answered, in progress, and in queue; e-mail
response histories; and agent response times and
averages.
Benefits
Comprehensive E-mail on your Web site is just
moments away with our product suite. Activation
is simple - just add e-mail links to your Web
site and forward existing e-mail addresses. In
just hours, e-mail can be live on your account.
The familiar design of Chat and precision of the
Response Libraries ensure agents get rapid and
informative responses back to your customers in
real time.
The integrated user-friendly Agent Console allows
your agents to easily toggle from chat session
customers to e-mail inquires, which increases
their productivity and your level of customer
service satisfaction for your clients.
To see a presentation of our multimedia contact
center solutions or for more information, please
contact a Stratasoft sales representative. |
