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The Web has become a key sales and service channel as customers increasingly learn, purchase, and ask for help online. To succeed, online customers need an easy way to communicate with your company whenever they need extra help. The answer is EMAIL Response Live. With its suite of intelligent Web collaboration tools, EMAIL Response Live offers unparalleled communication convenience to increase online sales, improve service quality, lower transaction abandonment rates, and create more satisfied, loyal customers. EMAIL Response Live is designed for “right channeling” the collaboration channel by matching service levels to customer profitability, such as only offering chat to long-term customer son a strategic Website page or during a high-value transaction.

Real-time text chat provides instant answers. Web-page co-browsing offers step-by-step guidance as if the phone or collaboration agent were sitting right next to the customer. And proactive chat monitors customer activity to offer assistance as well as dynamically present targeted offers that can dramatically increase online sales. In the contact center, EMAIL Response Live helps agents efficiently manage high volumes of collaboration interactions. A robust suite of productivity tools automate the reply process while delivering insight into the customer across all channels. To effectively allocate resources, you can limit the chat channel to targeted visitor segments based on pre-defined criteria, such as agent availability, shopping cart value, or transaction history.

• Improve conversion rates and self-service success using text chat and co-browsing to immediately answer a question or walk a customer through an online process.
• Increase the success of cross-selling and up-selling by automatically presenting relevant coupons and special deals to a customer on a high-value product page.
• Optimize agent productivity with intelligent queuing and routing, pre-scripted and formatted replies, and a full-featured agent desktop that improves speed-to-resolution.
• Ensure the privacy of chat and co-browsing with proven security that has successfully completed numerous audits with financial institutions.
• As part of the EMAIL suite of multi-channel service solutions, EMAIL Response Live works seamlessly with email web self service, and contact center solutions, allowing customers to connect with your organization over their channel of choice. And with flexible options for on premise or managed services implementation, EMAIL Response Live offers a truly effective solution for delivering “white glove” sales and service.

EMAIL RESPONSE LIVE TOP  FEATURES

• Text chat, Web page co browsing, and joint form filling help customers succeed online.
• Proactive collaboration lets you selectively offer live chat to right-channel your customers for the right opportunity.
• Agent productivity tools automate the reply process and let agents monitor multiple sessions at once.
• Robust co-browsing rules, user authentication, desktop and session security provide financial grade protection.
• Real-time reporting helps supervisors make immediate adjustments to meet SLAs