Customer Service Software Solutions, Online Retail


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Online retailers can assist their customers to the fullest with nGen CIM software tools like live chat, click to call, email management software and email response software. Contact us today to learn more.

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Customer Service Software Solutions, Online Retail

  1. 1. NGENERA CIM for ONLINE RETAIL Transform Your Web Site into a Proactive and Personal Sales Channel INDUSTRY OVERVIEW With over 1.2 billion Internet users worldwide nGenera CIM enables retailers to in 2007, online retail has seen unprecedented successfully address industry-specific growth over the last decade. Most retailers requirements and challenges through have taken advantage of this lucrative arena robust product functionality, such as the and have created a presence on the Internet, implementation of tools that help agents targeting the immense buying power of and call center management meet—and worldwide online shoppers. With the growing exceed— service level agreements. With number of options available to consumers, access to in-depth and tactical dashboards retailers are faced with the challenge of as well as big-picture strategic reports, providing the best online experience to keep retail management teams are able to drive “[nGen] Knowledgebase these online shoppers from abandoning their consistent, real-time improvements that website and drifting to a competitor. result in higher customer satisfaction is one of the tools we ratings and increased sales. employ to ensure our customers’ systems are THE NGENERA CIM SOLUTION up and running so they NGENERA CIM ONLINE RETAIL With nGenera CIM Solutions for Online Retail, can focus on driving BENEFITS online retailers can increase customer flower sales.” satisfaction and drive sales by assisting Provide Excellent Customer Service: Let customers and engaging high-value prospects nGenera CIM Solutions for Online Retail at the point of need. For example, agents are help make your customers feel important --David Sluder, VP of and valued. Significantly decrease able to monitor and engage website visitors in Florist Network real-time, reducing shopping cart customer churn and increase customer Operations, abandonment significantly. loyalty through personalized, accurate, and fast replies to service inquiries. Teleflora nGenera CIM Solutions for Online Retail also Create a competitive advantage and build allows Web site visitors to choose their a strong reputation with customers by preferred online channel for sales and service personalizing interactions. Engage with support – they can engage in a chat session, customers and prospects in real time via send an email, as well as research their own their preferred channel of communication. answers via nGen Knowledgebase. Agents are given the ability to push relevant, timely, and personalized offers to the right customer at the right time in order to up-sell and cross-sell products and services.
  2. 2. NGENERA CIM for ONLINE RETAIL (nGenera CIM Online Retail Benefits, ctd.) Increase Sales: Provide live sales assistance at value shopping carts. Leverage the power the point of need. nGen Chat for Sales & of nGenera CIM’s rule engine to Marketing allows you to present targeted, real automatically capture distressed web site time, and personalized offers to increase sales visitors and turn them into customers. and average order sizes. Proactively identify, Assist your customers with forms while monitor, and capture the highest-value preventing agents from seeing personal customers and visitors to maximize sales and information via rules and permissions. ROI. nGen Email and nGen Answer: nGenera nGenera CIM provides Reduce Costs: Increase profit margins and CIM’s email management system gives industry-leading reduce resource requirements by increasing retailers the ability to easily administer technology to retailers first contact resolution rates – provide large volumes of incoming emails. A immediate and accurate help at the point of powerful categorization engine allows around the world. Its need before an issue is escalated. Shorten retailers to instantly route emails to the retail customers include training times and increase agent capacity appropriate agent, suggest answers to Dell, Tupperware, while managing effectively through powerful agents and, in some cases, auto respond Teleflora, Epson, eBay, analytics and reporting capabilities. to customers without agent involvement. Automated learning capabilities Saks Fifth Avenue, Sharp, Reduce shopping cart abandonment: continuously improve system performance and Williams Sonoma. Increase conversion rates by proactively with each new email while Intelligent engaging visitors and help them become Message Interpretation can detect customers. Reduce web site abandonment by established phrases and patterns to fine helping your visitors complete forms, tune suggested responses. nGenera CIM understand payment or shipping options, and also offers a Secure Message Portal, answer any last-minute questions to ensure which provides the ability to exchange shopping cart conversion. secure responses with customers to ensure compliance with mandated requirements such as PCI. NGENERA CIM ONLINE RETAIL FEATURES nGen Click to Call: Leverage the hardware you have previously established nGen Chat for Sales & Marketing: in your call center and offer yet another Proactively engage customers at the point of contact channel to customers. nGen Click need during the purchasing process through to Call allows your web site visitors to live chat and co-browsing. Identify and request a call-back at the time that suits engage visitors originating from expensive them best. Your highest-value customers pay-per-click campaigns to improve the ROI of will be pleased they do not have to work Web Marketing and capture visitors with high- through an IVR menu or face long hold times before speaking with an agent. World Headquarters International Headquarters 3015 - 112th Avenue NE, King George V Place Suite 100 4, Thames Avenue Bellevue, WA 98004 Windsor Phone: 425.250.4900 Berkshire Toll free: 888.462.3484 SL4 1QP Fax: 425.250.5000 Tel: +44 (0) 870 904 1122 Email: Fax: +44 (0) 870 904 1123 © 2009 nGenera Corporation