Capture more revenue from multi-channel shoppers by aligning your Web site with your contact center
When your business offers both online and agent-assisted shopping channels, you face a complex challenge: providing a single, cohesive shopping experience to customers regardless of which channels they use to make their purchases. Given the relative costs of serving customers online vs. over the phone, it is understandable to try to maximize online interactions. But, even when they leave the online channel and head for the phone, customers who call your company to place or modify an order still present a significant revenue opportunity that you don't want to jeopardize with unsatisfactory service. To keep all your new and returning high-value customers satisfied throughout their shopping experience, it is vital that you provide a smooth transition between your Web site and call center.
ATG Commerce Assist ensures that your customer care staff is always using information that's current and well integrated with both your commerce Web site and your back-office. A browser-based application that unifies the Web and call center environments, ATG Commerce Assist enables your call center agents to create and manage orders on behalf of customers. It also helps them recognize your high-value customers when they call, fully answer questions, make changes to online orders, and even up-sell and cross-sell compatible products where relevant and appropriate. As a result, your business will see benefits including higher customer satisfaction, lower customer churn and, most importantly, incremental revenue generation.
INCREASE COMMERCE REVENUES
With ATG Commerce Assist, you will capture the opportunity to up-sell and cross-sell compatible products, by giving your agents order entry and order modification capabilities. In addition, using ATG's incident management system, ATG Commerce Assist helps your agents understand and respond to the full context surrounding the customer's current situation.
GIVE GOLD STANDARDS CUSTOMERS GOLD STANDARD TREATMENT
As a part of the Wisdom-enabled ATG Service Suite, ATG Commerce Assist helps agents treat each customer more appropriately, to help them close the sale. And, with a view of customer history and profiles, they'll be able to treat requests from your best customers with extra attention, give them priority, and provide additional upsell choices. Interactions between a customer and an agent often contain important new information that could improve future customer interactions. ATG Commerce Assist lets agents update customer profiles in real time. Customer profiles can also share information with other data repositories, using ATG's Data Anywhere Architecture™.
COMBINE TRANSACTIONAL SERVICE WITH INFORMATIONAL SERVICE
Using ATG Commerce Assist in conjunction with the ATG Service Suite, your agents can answer informational questions and handle order-related follow-up activity all within one tool set. For example, using ATG Knowledge an agent could answer any technical or detailed questions about a product (such as a cutting edge plasma TV) before it's purchased, and then provide further documentation and information (compatibility, necessary cables, installation instructions, etc) that would encourage the purchase.