Stand-Behind Help (TM) Internet Solution







Recent research shows that 71 % of internet shoppers abandon their online shopping trips before their order is finalized. A typical site is losing nearly 3 out of every 4 sales. Why? Because if a visitor has a question or gets confused, he/she has no fast and easy way to get an answer. Sending an email and waiting until tomorrow does not help if the customer is ready to buy now.

We can solve that problem for you, and help make sure that your potential sales are not going to a competitor out of frustration.

ASC's Stand-Behind Help is a unique blend of internet, telephony, IVR and voice technologies designed to allow your Customer Service Representatives (CSRs) to virtually stand behind customers as they perform internet transactions. Stand-Behind Help gives you a two-way clear voice channel over the internet. The CSR is also able to view what the customer is doing and guide him/her toward completing the purchase or other transaction.

Benefits
  • Increase sales by reducing or eliminating the high percentage of transactions which are never completed.
  • Delight your customers as your CSRs are able to answer questions quickly, by correctly addressing their mindset.
  • Increase your upsell rate, as your CSRs are on the spot to suggest complementary items your customers may also wish to order.
  • Reduce costs by completely eliminating charges for telephones, PBX equipment, telephony service, long-distance and 800 services.
  • Reduce CSR turnover by giving them an effective tool they need for effective customer service, increasing employee satisfaction.


Features
  • Two way voice communication between CSR and the customer over the internet.
  • Creates a pop-up screen on the CSR workstation with customer's transaction history, activities during the current session and a cognitive analysis of what error the customer may be encountering.
  • Creates an exact copy of customer's internet screen on the CSR workstation. As the customer moves from field to field, or types information in the fields, the exact same activity takes place on the CSR workstation.
  • Creates log records in form of VDUs (Voice Data Units) for analysis and use during training.
  • Allows CSR Managers to either listen in or participate in the call.


Price
Please contact us for pricing options. We expect our clients to achieve full payback within 6-12 months.

Suggested Applications
  • Medium and high volume internet stores.
  • Internet malls where visitors may be confused by the variety of storefronts, looks and protocols.
  • Human Resources and Employee Benefits departments in large companies.
  • DOT COM companies providing professional services over the internet - Banking, billing, payment, accounting, payroll, legal, high-end audio/video, marketing, research services.

Interested ?
To email us your requirements, click here.





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