REI Selects InstantService for Online Customer Service Chat and Email
SEATTLE, May 28 -- Recreational Equipment, Inc. (REI), a national retail cooperative providing quality outdoor gear and clothing, has chosen InstantService chat and email management solutions to provide real-time web-based customer support to REI.com, REI-Outlet.com, REI Membership Services and REI retail store shoppers. The implementation of InstantService customer contact solutions on REI websites and in-store kiosks provides more accessible and convenient customer service options, proven to be more efficient and cost-effective than conventional phone-based support.
"InstantService offers our representatives the ability to easily manage up to five simultaneous chat and email sessions from one easy-to-use Agent Console, greatly improving our response rates and overall customer satisfaction," said Noel Nelson, Director of Online Sales. "We are impressed with the design and operation of the entire product, from the reporting features and administrative back-end, to implementation and training. The InstantService team is a pleasure to work with, and they are clearly dedicated to helping REI provide the best possible shopping experience."
"REI is a recognized multi-channel retail leader, and we are excited to have them as an InstantService customer," said Mike Lande, InstantService CEO. "The addition of InstantService to the REI website proves that excellent customer service can extend beyond the bricks and mortar. Our goal is to help REI offer the same level of superior customer service and satisfaction found in their retail stores to their online customers."
About REI
REI, founded in 1938 as a consumer co-op by a group of Pacific Northwest mountaineers, is a national multi-channel retailer of quality outdoor products. REI sells all of the top outdoor brands, including its own line of award-winning gear and apparel. While anyone may join or shop at REI, members pay a one-time $15 fee and receive a share in the company’s profits through an annual patronage refund based on their purchases. A portion of REI’s profits is set aside each year for support of conservation, outdoor recreation and environmental stewardship causes, with $1.8 million to be awarded this year and more than $9 million since 1976, to such efforts around the country.
REI operates 66 retail stores in 24 states; two online stores – REI.com and REI-OUTLET.com – and an adventure travel company, REI Adventures.
About InstantService
InstantService™ is a Seattle-based company that delivers hosted customer communications services to online businesses and call centers. InstantService provides integrated chat, email management, self-help FAQ, and a suite of industrial strength administrative reporting and queuing tools designed to dramatically lower customer support costs, increase customer contacts, and raise customer satisfaction levels. Pricing for the service is not charged per seat, but is based on actual usage, promoting cost savings per individual customer contact and the flexibility to add more agents during seasonal peaks.
Clients include REI, H&R Block, Motorola, Gateway, 3Com, Prudential Financial, McAfee, Sento, DiTech, Sony Online Entertainment, LendingTree, Ernst & Young, and Venus Swimwear. For more information on InstantService, please visit http://www.instantservice.com or call (206) 956-8000.
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