Live online customer assistance made more efficient and profitable for you — and more satisfying for your customers

Using online chat is central to more and more of your customers' online lives every day. Now, they want the option to use chat to get shopping help or service on your Web site. If you don't offer it, or if you're not smart about how you use it, chances are you're losing business.

ATG Live Chat helps you retain valuable customers, and secure more revenue from them, by directly guiding them to the answers, problem resolution, or products and services they're looking for. As part of the ATG Service Suite, it's the only solution that can treat chat as part of a holistic approach that gives responding employees a complete view of the customer's personal profile data and order history — along with all of his related e-mail, telephone, and Web self-service interactions. As soon as a chat session opens, agents immediately have all the background they need to address your customer's inquiry.

With ATG Live Chat, you'll:
INCREASE CUSTOMER RETENTION, close more business, and reduce product returns by offering a live customer care pre-sales experience that meets your customer where and when she most needs help, without forcing her to leave the pages she's on. Keep more customers on your site and close transactions that may otherwise have been lost.

TURN SERVICE INTERACTIONS INTO REVENUE GENERATING OPPORTUNITIES, by helping your agents make cross-sell and up-sell offers personally geared for the customer being served. You'll move service interactions beyond draining profits to driving new revenue.

REDUCE SERVICE COSTS AND INCREASE SATISFACTION, by offering an efficient and popular communication channel as an alternative to high-cost telephone calls that come into your contact center.

PRODUCTS HIGHLIGHTS

• Advanced categorization rules — analyzes message content and uses pre-defined rules to route messages to specific departments within your organization. Rules can even be generated automatically, based on sample messages, and continually fine tuned.
• Skills-based routing — speeds issue resolution by assessing inquiries and sending each one to the agent who has the specific skills and authority level to resolve it.
• Interaction consistency — makes agents aware of previous customer interactions, providing the context needed to address incoming inquiries more quickly and satisfactorily.
• Multiple session support — lets agents serve multiple customers simultaneously, increasing productivity and lowering personnel costs.
• Response templates — enables you to create pre-set answers to high-volume inquiries, saving time that would otherwise be spent on redundant message composition.
• Consistent agent interface — supports agents with a familiar ATG work environment, to reduce agent training times, and increase staff flexibility to work with multiple channels.
• Flexible delivery model — available either as a licensed, managed service, or on-demand solution.

NEXT STEPS

For more information or a product demonstration, contact your ATG sales representative. Or, request that an ATG representative contact you