Generate online sales and reduce abandonment
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The Business Problem
As customers browse your site and place items in their virtual shopping cart, they may reach a point where they have a question about your product or have difficulty completing a form. At brick-and-mortar stores, a customer service representative may be able to see frustration or confusion on a customer’s face and immediately offer help, preventing the customer from leaving the store. How can this be emulated in on online environment where your competitors’ sites are only a click away for a frustrated customer?
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Sales Chat: A Simple, Cost-Effective Way to Increase Revenue
Additionally, customer service organizations are expected to be profit centers—a place where agents not only answer customer inquiries but also generate sales through cross-sell and up-sell opportunities. How can your agents engage customers to generate revenue?
The nGenera CIM Solution
Reach out to your customers and offer live support using a powerful sales chat software. nGen Proactive Chat live support software drives revenue: its intelligent workflow engine tracks statistics—such as the customer’s behavior, footprints, referring URLs, referral keywords, and shopping cart values—and converts visitors into potential leads. Our live support software enables product specialists and agents to easily filter for potential buyers to maximize revenue during time spent with each customer.
nGen Proactive Chat is the 2009 Technology Services
Award Winner for Innovator in Revenue Generation
Reduce shopping cart abandonment and improve your customers’ experience
By proactively extending help to customers who have been idling on a page. Agents can help customers at their pain points by assisting with forms or answering product questions when using our live support software.
Experience similar ROI as these nGen Proactive Chat customers:
- In 2008 a large online hardware retailer generated $59.6M in revenue
- Pitney Bowes has seen a 10% increase in conversion rates
- Outsell achieved a 500% increase in service sales
Drive additional online revenue
- Facilitates and tracks Sales Conversion
- Execute up-sell or cross-sell opportunities
- Reduce site and shopping cart abandonment
Seamlessly engage customers while reducing operational costs
- Configure workflows to control when to deliver an invitation to a visitor or a group of visitors
- Strategically design, customize and place an invitation; facilities for page-specific customization
- Proactively engage Web site visitors deflecting potential phone calls
Comprehensive reporting tools optimize contact center performance
- nGen Proactive Chat live chat software helps you generate Web-Sales Forecasting
- Easily calculate Proactive Chat ROI
- Real-time tracking of shopping-cart value, leads, referrals and page visits help agent to track and invite prospective customers to chat
nGen Proactive Chat live support software engages visitors in an online chat session using rules-based or agent-initiated processes and display invitations as inline graphics or pop-up windows, customizable for business objectives.
- Rules-based: Set rules with our live support software to automatically connect agents to visitors based on Web site activity, such as browsing to a particular Web page or offer, lingering on a page for a length of time, or follows a specific click-stream.
- Agent Initiated: This live support software allows you to "track" pages that visitors are browsing and send a chat invitation to a visitor who may require assistance.
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