"Internet chat has to be the most under-recognized and under-utilized communication method available to man...chat operators can handle 2 to 3 customers simultaneously...companies can use domestic and/or offshore operators...for these reasons, chat is typically delivered at one third the cost of a phone call...and First Time Resolution (FTR or FCR) rates are significantly higher than email and at least equal to those obtained over the phone."

Your phone operators are limited to handling one customer at a time. Customers are dissatisfied with long hold times. Email routing and incident tracking is unmanageable; consequently, response times suffer. With SupportNow! chat sessions and mail messages are automatically routed to the appropriate department or operators queue. Operators can multitask, easily answering an email or two while chatting with three or more customers. The shared knowledge base enables one-click delivery of frequently used text responses, web pages, and files. Operators love using the SupportNow! Operator Console. Managers appreciate the dramatically improved customer throughput and response times.

It often takes multiple email exchanges over a course of days for your customers to receive an answer to their questions. Phone calls present problems when a customer only has one line and is asked to download a file or visit a web page; URL's and complex instructions get confused. The customer service experience by means of a phone call or email cannot compare to the interactivity of SupportNow! Chat. Whereas phone operators are limited to saying, "let me tell you," chat operators are able to say "let me show you" or "let me do it for you." SupportNow! Chat operators can push URL's, co-browse Web pages, jointly fill-in forms, download/upload files, and even take over control of the customer's PC to resolve problems right away. These features are especially beneficial in a technical support situation.

Your customers have expressed dissatisfaction with the responsiveness and effectiveness of your support options. Attritition is impacting sales. Offer your customers convenient and immediate access to live chat, and they'll be back to shop again. When they do return, incident tracking allows your operators to review the chat and email history of every customer. Operators don't have to repeat information already conveyed, and customers save time by receiving only the information they need. Relationships are cemented with your company; loyalty increases, and satisfied customers spread the word about your superior customer service.

Business is growing, but so are support needs and costs. Resolving customer support issues with SupportNow! is up to 90% less expensive than a phone call. Offer self-help FAQ, live chat and email options via SupportNow! to reduce expensive phone volume by 50-100%. Multiply your contact center's capacity without hiring additional operators. "With SupportNow!, a leading security ASP has lowered their wait time for customer service from 25 minutes to 40 seconds per support request."