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Web Chat is Preferred Communication Channel for Consumers: Simplexity's Customer Usage Increases 300% With Deployment of InstantService Chat Solution
SEATTLE and RESTON, Va., Nov 11, 2008 /PRNewswire via COMTEX/ --
Have a toll-free number?
Check. Email? Check. Chat? You'll want to check that too. Companies giving
customers the option to interact with agents via Web chat realize it is
becoming customers' preferred way to communicate. Simplexity, which sells and
activates mobile phones on all major U.S. wireless carriers and operates
leading wireless comparison shopping site http://www.wirefly.com, recently saw
customer adoption of chat spike dramatically. After deploying InstantService's
chat solution six months ago, Simplexity realized a 300% increase in chat
transactions.
"Simplexity is delivering what their shoppers want -- a convenient,
real-time path to customer service," said Mike Lande, CEO of InstantService.
"By strategically placing invitations to chat with agents throughout the web
experience, the company is meeting the growing need and expectations of
today's online user. We're very pleased to work with them to deliver an
engaging, personalized experience for their customers."
"It comes down to offering customers choices to communicate with us," said
John Bailey, VP of Customer Operations at Simplexity. "More customers are
ordering phones online today and they tell us they prefer to communicate via
chat and email because it's fast and convenient for them."
InstantService's chat and email solutions also deliver operational
benefits to Simplexity. Unlike phone calls, customer service agents, who are
located at Simplexity call centers around the world, can handle multiple chat
sessions at once. By multitasking, agents on average can serve 3-6 chats
simultaneously which significantly boosts productivity rates.
"Deciding to add chat was easy," Bailey continued. "Choosing
InstantService as our technology partner was an even easier decision for us
because its technology is by far the best on the market. Our agents love the
intuitive design of the console. In addition, InstantService armed us with
invaluable best practices that, in just a matter of months, have significantly
increased agent productivity and customer satisfaction at Simplexity."
How it works:
Simplexity deploys InstantService online communications solutions on its
network of privately labeled ecommerce stores to assist its customers if they
have questions about a product or their order. The InstantService solution
encrypts information exchanged in the chat dialog which helps accelerate
response times by agents. Customers are not required to re-enter account
information when engaging in a chat session. The critical information is
automatically passed to the agent to provide a more efficient and satisfying
experience.
Simplexity has garnered broad benefits from implementing InstantService
chat and email including:
-- In six months, Simplexity's chat increased by more than 300%.
-- The tools, which offer full encryption capabilities, enable customers
and agents to communicate securely, in full PCI compliance.
-- Chat and email sessions are tracked and seamlessly linked to
Simplexity's order management system on the agent's desktop, providing
an accurate and complete history of the customer-agent interactions.
-- Chat, in particular, delivers a personalized one-to-one connection
which makes it easier for agents to offer customers accessory packages
and add-ons.
-- Exit surveys, built into each chat session, allow Simplexity to monitor
customer satisfaction in real time.
About InstantService
InstantService, Inc. is a leading SaaS 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. The InstantService hosted software application 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 Charter Communications,
VeriSign, H&R Block, Spiegel, Intuit, McAfee, US Airways and DISH Network. To
learn more about InstantService, visit http://www.instantservice.com to chat
with a representative.
About Simplexity
Simplexity, LLC. is the leading online retailer of cell phones and
wireless plans. Simplexity's technology solutions include merchandising,
procurement, customer service, billing, customer relationship marketing, order
processing and cell phone activations for the largest carriers in the U.S. We
operate private label websites for some of the largest names in retail using
unrivaled, proprietary systems. Simplexity also operates the popular website
Wirefly (http://www.wirefly.com), the leading one-stop cell phone and wireless
plan comparison shopping site that has been awarded "Best of the Web" by
Forbes magazine and "Best in Overall Customer Experience" by Keynote Systems.
For more information about the company and its products and services, visit
the Simplexity corporate website at http://www.simplexity.com.
SOURCE InstantService, Inc.
http://www.instantservice.com
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