The State of Retailing Online 2015 report finds search and email leading the pack with e-retailers.
Provider of e-business selling solutions pays $9 million and 3 million shares for supplier of e-customer assistance software.
FirePond, a provider of integrated e-business selling solutions, has agreed to acquire Brightware, a supplier of e-customer assistance software for $9 million in cash and 3 million shares of common stock. FirePond says the combined solution will enable the companies to address the increasing importance of service in closing sales. With the acquisition, FirePond adds the following solutions to its product offering:
* Contact Center provides an intelligent information center for agents and supervisors to support all online touch points.
* Web Assistance provides real-time self-service to customers and escalates communication via intelligent channel management.
* Email Assistance provides automated responses and assistance to incoming email inquires.
* Live Assistance enables real-time chat and Web collaboration between customers and service agents.
"This is the type of functionality that customers are looking for today in a comprehensive eCRM suite. Innovative companies realize that by offering higher value to their customers with interactive selling and service technologies they can fuel growth and increase revenues," said Klaus Besier, chairman and CEO of FirePond. "With Brightware`s reputation for producing superior technology and its long list of satisfied customers, it was the clear choice to add to our solution to deliver a powerful one-stop-shop for increasing customer acquisition and retention."