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InstantService, acquired by ATG in January 2010, is an application
service provider of integrated chat, email management,
knowledge base and lead capture solutions that enable
businesses and call centers to increase sales and improve
online customer service.
InstantService's sales and support solutions are
designed to easily integrate with existing e-commerce
and CRM systems, facilitating valuable relationships
between companies and their customers -- the first step
of customer relationship management.
InstantService maintains a quarterly release
schedule to ensure the product's capabilities continue
to meet clients' needs.
Distinguishing features include:
- InstantInvite™
Automatically identify visitors
with the greatest potential to buy, based on which
pages they have visited, how long they remained on
a page, where they came from, which keyword they used
to find you, which items they have in their shopping
cart, and whether they have previously purchased from
your site. Shoppers receive customized chat invitations
based on rules that can be adjusted easily in real-time
(without changing code on your website). Your agents
are automatically connected to these customers to
offer assistance, incentives, and suggest related
items to up-sell.
- Compatibility
The InstantService Customer
Chat Client works on all PC's through the customer's
browser, without the need to install additional software
or plug-ins. The Java-based Agent Console is a WebStart
application, natively compatible with Windows and
Macintosh OSX operating systems.
- Security
128-bit SSL encryption secures
all communication between the Agent Console, chatting
customers and the InstantService database. All SSL
connections are decrypted by hardware for the best
possible performance.
- Customization
Nearly every aspect of InstantService
can be customized based on departments, allowing unique
chat client appearances, response libraries, languages,
agent assignments, queue thresholds, exit surveys,
etc. for separate divisions of your website or for
different companies within your call center.
- Usage-based Pricing
InstantService's unique and
affordable usage-based pricing structure allows the
flexibility to add agents on your own as you need
them, without additional costs or contracts.
- Monitoring
Administrators can unobtrusively
monitor or participate in active chat sessions. Details
from active mail sessions can also be reviewed in
real-time within the Agent Console.
- Agent Reconnect
If an agent's connection to
the Internet is interrupted, the Agent Console will
automatically attempt to restore the connection and
maintain any open chat and email sessions. If the
agent is unable to reconnect, the chatting customer
will be notified and his or her session will automatically
resume with another available agent.
- International Characters
Agents can receive and type
characters in a chat or email from any Unicode supported
language assigned to the department.
- Agent Room, Private Message and Broadcast
These built-in features allow
for internal agent and administrator communication.
- Comments and Categorization
Additional comments or notes
can be added to the chat transcript or email message
after the session has ended. Chats and email messages
can be further categorized into customizable groups
which are reportable in the Account Admin Utility.
- Reporting
InstantService offers over 20
real-time and historical reports to monitor agent
activity and performance. With a single click, reports
can be exported to HTML, XML, CSV or the printer.
Hundreds of companies, recognized
for their commitment to quality customer service, trust
InstantService's scalability, security and performance.
Clients include REI, H&R Block, Motorola, Gateway,
3Com, McAfee, Xerox, Sento, DiTech, Sony Online Entertainment,
Toshiba, Ernst & Young, and Venus Swimwear.
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