Phoenix Systems Group and Cintech join forces to improve online customer support
Boardman, Ohio -- September 21 -- Phoenix Systems Group, Inc., a software development company specializing in advanced eCommerce software for catalog and direct marketing companies, and Cintech LLC, widely known for its call center software CINPHONY, PRELUDE and MINUET, announces the establishment of their new business relationship.
Phoenix Systems Group (PSG) works with a number of eCommerce, catalog, and direct marketing vendors. PSG`s clients expressed a need for better tools to manage online communication with their customers. The problem related to getting their customers a timely response to their inquiries. Surveys have shown a lack of a prompt response as a primary reason for abandoned shopping carts. An improved response should mean increased online sales. PSG searched for a solution that accommodated both email and online chat at a reasonable price. The result of that search was Cintech`s cTouch solution.
Phoenix Systems has contracted to resell Cintech`s cTouch software. cTouch is a portfolio of software applications that improve sales and customer service for online businesses. cTouch includes two product options: cChat, a live online messenger/manager, and cMail, an email management and response application. Each product is built based upon Cintech`s automatic call distribution (ACD) experience and principles. Both promise to:
-- improve customer service and satisfaction;
-- increase sales through higher conversion rates;
-- increase productivity by allowing agents to chat and email with multiple customers, and;
-- lower costs per interaction as compared to voice.
According to a study by the e-tailing group (www.e-tailing.com), although e-commerce sites have made progress in a number of service areas during the past year, many fall short when it comes to responding to customer emails, with the average merchant taking over 24 hours to respond to an email. Likewise, only a small percentage of businesses offer a chat option, yet for many online customers who are familiar with and helped make Instant Messaging mainstream, live chat is becoming a more natural and expected option.
"Among e-tailers, chat is increasingly becoming a desired technology, as evidenced in our recent 2n Annual Merchant Questionnaire," commented Lauren Freedman, president of the e-tailing group, an e-commerce consulting group that also provides critical service benchmarks for the e-tailing industry. "In this survey, 350 merchants responded to the question, `Which technologies are you considering adding to your site in the coming year?` Chat made the top 10 for the first time, indicating that in a competitive environment, merchants who effectively execute live chat may be in a better position to reduce shopping cart abandonment and close sales."
"Clearly, the web has changed the way customers shop and seek information and Cintech is responding to these customer service and selling trends," commented Denny Carroll, Cintech president. "The cTouch products address the need to be proactive and highly responsive to online customers, while also providing critical tracking and management tools."
Bob Koehler, Customer Service Director at Sierra Trading Post, a Phoenix Systems group customer, estimates an eight month return on investment for the cTouch suite. "Prior to implementing cMail, it was taking hours or up to a day to respond to email," explained Koehler. "Now we are responding to most email customers within five to ten minutes. We have completely eliminated paperwork. Our agents are caught up with their work and are able to get their job done more efficiently. Both cMail and cChat have been a tremendous help in raising our level of customer service on the web. With the holiday approaching... we`re ready."
cChat online live help
Using text chat, collaboration, and "meet me at URL" capabilities, cChat allows customers to interact in real-time, similar to Instant Messaging, getting immediate online assistance. Customers who may be hesitant to ask for help can be proactively greeted and offered web service, thereby increasing the ability to generate revenue and build customer loyalty. cChat goes well beyond basic chat or instant messaging technologies with its extensive analytic reporting and tracking capabilities.
cMail simplifies email management
"Many of today`s busy online sites still attempt to use Microsoft Outlook or other email packages to collect and manage volumes of customer emails," commented Bryant Downey, Chief Technology Officer at Cintech. "But if customer service is a priority, and you are using email as one of your customer service channels, then you really need a higher level of functionality."
cMail offers features to intelligently queue, send text announcements, and distribute e-mails to agents. It also provides real-time status displays and reporting.
About Cintech LLC
Cintech has established itself as a dominant provider of call center software. Since the early 1990s, over 14,000 CINPHONY, PRELUDE and MINUET software applications have been shipped throughout North America, making Cintech the market share leader in its segment. The company continues to sell and support these Norstar-based solutions. Today, Cintech has expanded its expertise and knowledge to web-based customer service and sales. With the introduction of cTouch, a portfolio of software applications that provide online customer connections including cChat and cMail, Cintech continues to build its reputation for delivering robust technology that is at the same time easy to implement and maintain. For more information, visit Cintech`s web site at www.cintechllc.com.
Contact:
Gary Walters
Phoenix Systems
330.726.9865, x209
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