Provide Effective Online Support, While Reducing Costs
Ensure repeat business from your existing customers by offering superior online customer support. The unique integration of InstantService's complete customer service solution provides the most efficient and least costly means of increasing customer satisfaction and loyalty.

"Internet chat has to be the most under-recognized and under-utilized communication method available to man...chat agents can handle 2 to 3 customers simultaneously...companies can use domestic and/or offshore agents...for these reasons, chat is typically delivered at one third the cost of a phone call...and First Time Resolution (FTR or FCR) rates are significantly higher than email and at least equal to those obtained over the phone."

"Managing Web-Based Customer Experiences," Dr. Jon Anton, Director of Benchmark Research at Purdue University's Center for Customer-Driven Quality

SupportSolution Benefits:

• Improve Agent Efficiency and Customer Response Times
  Your phone agents are limited to handling one customer at a time. Customers are dissatisfied with long hold times. Email routing and incident tracking is unmanageable; consequently, response times suffer.
  
  With InstantService, chat sessions and mail messages are automatically routed to the appropriate department or agent queue. Agents can multitask, easily answering an email or two while chatting with three or more customers. The shared knowledge base enables one-click delivery of frequently used text responses, web pages, and files. Agents love using the InstantService Agent Console. Managers appreciate the dramatically improved customer throughput and response times.
  
  
• Increase First Time Resolution Rates
  It often takes multiple email exchanges over a course of days for your customers to receive an answer to their questions. Phone calls present problems when a customer only has one line and is asked to download a file or visit a web page; URL's and complex instructions get confused.
  
  The customer service experience by means of a phone call or email cannot compare to the interactivity of InstantService Chat. Whereas phone agents are limited to saying, "let me tell you," chat agents are able to say "let me show you" or "let me do it for you." InstantService Chat agents can push URL's, co-browse Web pages, jointly fill-in forms, download/upload files, and even take over control of the customer's PC to resolve problems right away. These features are especially beneficial in a technical support situation.
  
  
• Improve Customer Satisfaction & Loyalty
  Your customers have expressed dissatisfaction with the responsiveness and effectiveness of your support options. Attritition is impacting sales.
  
  Offer your customers convenient and immediate access to live chat, and they'll be back to shop again. When they do return, incident tracking allows your agents to review the chat and email history of every customer. Agents don't have to repeat information already conveyed, and customers save time by receiving only the information they need. Relationships are cemented with your company; loyalty increases, and satisfied customers spread the word about your superior customer service.
  
  
• Reduce Support Costs
  Business is growing, but so are support needs and costs.
  
  Resolving customer support issues with InstantService is up to 90% less expensive than a phone call. Offer self-help FAQ, live chat and email options via InstantService to reduce expensive phone volume by 50-100%. Multiply your contact center's capacity without hiring additional agents.

"With InstantService, a Fortune 1000 client of ours has dropped their cost per contact rates from $18.00 to $2.00. Additionally, a leading security ASP has lowered their wait time for customer service from 25 minutes to 40 seconds per support request."

InstantService Case Study Sento Corporation