InstantService Proactive Chat Helps Companies Grow Sales, Increase Conversion Rates, and Deliver Intelligent, Behavior-Based...

Kurt Peters

New enhancements enable marketing, sales, and support professionals to easily create and measure rules-based chat invitations on the fly

CHICAGO, Ill. June 9, 2008 – In conjunction with its participation at Internet Retailer Conference & Exhibition in Chicago, June 9-12, 2008, InstantService, Inc., announced today the latest release of InstantInvite™, the company’s rules-based proactive chat solution designed to grow sales and drive new conversions online while also increasing customer satisfaction. With InstantInvite’s expanded condition- and rule-setting features along with richer analytics support, companies can now make more relevant offers to online shoppers as well as evaluate the impact of their proactive outreach.

“Being able to offer online shoppers sales or service assistance when they need it most, not only enhances their shopping experience, but it also significantly drives sales,” said Mike Lande, CEO of InstantService. “By giving our customers easy to use tools that enable them to make stronger, smarter connections with their customers – without having to write any code, our proactive chat is fast becoming a ‘must-have, mission critical’ technology in the call center.”

InstantService proactive chat is powered by a user-defined, rules-based engine that permits organizations to launch customized offers or invitations to chat based on visitor site interactions and behaviors. Designed for marketing, sales, and support professionals, the solution permits modifications to be made in real time in a graphical user interface. Recent enhancements include the following:

• Expanded conditions library for mapping defined visitor interaction/behaviors to defined rules
• Increased condition-setting maximum, up to 20 conditions per rule
• Expanded rules library for triggering InstantInvite offers and chat invitations
• Built-in staging for testing new rules
• Capabilities for segmentation targeting, including A/B testing
• Chat routing and condition-setting, by specific department and agents
• Integration with market leading analytics solutions, such as Omniture SiteCatalyst and Coremetrics Online Analytics, and InstantService visitor and conversion tracking tool
• Enhanced presentation and display capabilities

Retail, financial services, healthcare, travel, and technology organizations, around the world, leverage InstantInvite to simplify and enhance customers’ online experiences, including connecting them with technical and sales assistants, helping them find information, complete forms, as well as get targeted assistance, coupons, and other incentives. In addition to its proven customer service advantages, InstantInvite facilitates decreased web site abandonment rates, improved segmentation targeting, increased sales conversions, and higher average order rates.

“Shoppers who chat with our agents buy 40-50 percent more than those that don’t,” said Fred H. Lerner, President and CEO of Ritz Interactive. “By having immediate access to that level of data and analysis in the InstantService tools, at any moment and stage of the shopping process – whether browsing, seeking assistance or purchasing, we can make smarter decisions about how, when and where to offer assistance. Not only does this translate into increased revenue, it also suggests a higher level of satisfaction.”

Company representatives will be demonstrating Instant Service’s customer communication offerings, including the new proactive chat product at the show this week (Booth 327).

About InstantService
InstantService, Inc. is a leading SaaS provider of customer communication technologies for online businesses and contact centers. InstantService offers an integrated suite of live chat, email management, knowledge base, web site analytics and lead capture solutions to increase sales and enhance customer service. InstantService’s hosted application easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers - the first step of customer relationship management. Over 350 companies trust InstantService`s scalability, security and performance including Charter Communications, Ritz Interactive, VeriSign, H&R; Block, Spiegel, Intuit, McAfee, US Airways and DISH Network. To learn more about InstantService, visit http://www.instantservice.com to chat with a representative.

Press Contacts:
J. Sorensen (206) 856-4202


Call centre, Customer relationship management, Omniture, Online chat, Proactive