Enterprise Instant Messaging and Live Help Software

The IMS Customer Sales Support Module allows you to add live help for customer and sales support quickly and easily to your web site. If you are not providing live customer service via your web site, you are missing out on potential customers or frustrating the ones you currently have. Providing live customer service via your web site can also be a differentiator between you and your competitors.

All software is hosted on our servers so the start-up time is almost instantaneous! All you have to do is place a link on the pages you wish to offer live help and then log into the completely web-based administrative module to start answering your customer's requests.

To schedule a walk-thru demonstration of our IMS product, please contact us.

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• Reduce your cost of customer support. By providing live chat customer support, you will see an immediate reduction in the cost of supporting your customers while at the same time offering better service. You will find that a representative can now handle multiple live customer support requests simultaneously instead of just one over the telephone. Plus, you will save telco costs because all traffic passes over the Internet. No long distance or (800) number costs either!

• Saved potentially lost customers. If your customers cannot find the information or product they are looking for, they will usually abandon your site. But, if the customer knows they can immediately get an answer to their question without picking up the phone, they will do it! Plus, many customers purchasing products online abandon their shopping cart for unknown reasons. This live chat customer support tool will actually help to prevent this from occurring!

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• A web-based live chat client offers the greatest support for various browsers and platforms. The small Java client download can function on multiple different platforms (Unix, Linux, MAC, Windows) and different browsers (IS, Netscape, Opera, ... etc.).

• The administrative module (used by your company representatives to chat with customers) is also browser-based which means no software installation roll out! The administrative module has features for your representatives plus restricted access features only used my your company managers or administrators.

• Customize the look and feel of the chat window to your company's colors and fonts.

• Seamlessly integrate the live support chat functionality with your existing websites or applications. Just paste a link on the pages you wish to put a chat link on. Integration takes a matter of hours!

• Skills-based chat routing. Chat requsts can be routed to the appropriate representative based on skill set. Each particular representative can be set up to handle multiple skill sets.

• Prompt the customer for their email and a brief explanation of their question or problem before entering the live chat session. This page can be bypassed to take the customer directly into a chat session with your representative if desired.

• Push content and URLs to customers. You can configure pre-set responses and URLs that can be quickly and easily pushed to customers. This makes your representatives much more efficient at handling problems or issues.

• Auto-Invite customer to chat. You can automatically invite a customer into a chat session after a pre-determined period of time. This is extremely helpful if a customer is stuck on a page for a long time and you would like to offer help to him/her.

• Real time montioring and reporting. You can instantly see how many customers are waiting to chat with your representatives and how many are actively chatting.

• Monitor conversations. As a company manager, you have the ability to listen in to chat conversations for training and quality assurance purposes. And while monitoring a chat conversation, you can actually join into the chat and converse with the customer and the representative.

• Contact Email Form. If no live help is available to chat with a customer, they have the option of leaving a message via an online form. The information is then e-mailed to the designated company representative.

• Quick Link to Live Help. You can create a simple href link (quick link) in which you can place in your e-mail signature (or any place you like) that will let people immediately chat with you. Your customers are just one quick link away from chatting with you! This method can also be used to integrate the live customer support feature into your web site in a matter of minutes!

• Transcript forwarding. You can forward a copy of any conversation to an email address as well as view it and print it out from the administrative module. This feature is restricted to company managers and administrators.

• User-Defined Fields. The Sales & Support Tool allows you to feed critical information about your customers into the IMS module for tracking and informational purposes. For example, you can track a customer's name, account number, address, ... etc. or whatever else you desire. This information is presented to your representative when they are in a live chat session with that customer.

• Management Reports. Reports that let you know exactly how well you are servicing your customers. Report Samples: Rep Productivity, Graphical Statistics, and Numeric Statistics

• Integration with E-commerce shopping carts. The Customer Sales & Support Module can integrate with your site's shopping cart to allow your representative efficient access to all facets of your customer's shopping experience. Integration is quick and painless!

• Instant Messaging conversation traffic is transparent to all firewalls. Our live chat support product uses standard HTTP methods and appears as a normal web browser to any corporate firewall. Many other chat tools use non-standard protocols and ports which are often blocked by corporate firewalls.

• SSL technology is used to ensure secure message transmission.

• Enhance response time for communicating with customers for product inquiries and general technical or sales support.

• The IMS Customer Sales Support Module is priced at $25.00 per month per concurrent representative license. A concurrent representative license is defined as a person actively listening for IM chat requests or chatting with customers. Managers (who are not actively chatting with customers) do not count against the concurrent seat count. Also, you can have as many representative and/or manager profiles added under your account. But, the quantity of representative license seats will dictate how many people can actively chat with customers.

• You can change your seat license count at any time. And, you can choose whatever quantity of license seats you desire (1, 2, 13, 22, ... etc.). You only purchase what you need and you can increase or decrease at any time.

• The licensing agreement is on a month-to-month basis. Each month, your credit card will be charged the appropriate amount according to how many license seats you purchase. You are free to cancel at any time.

• For large volume license purchases, please contact us for a custom price.