Company News
Real-Time Website Support and Sales-Assist Platform
Business challenge
A hosted-services provider needed a live customer-engagement product that would let website visitors connect with support representatives at the moment they needed help.
What SoloSoft delivered
SoloSoft delivered the real-time assistance workflow that supported customer service, sales assistance, and concurrent online conversations. The original business benefits and project detail remain below.
Documented project detail
Original project record
Customer
The customer is an industry leading ASP service provider of remotely hosted services, which partners with businesses and their web sites to support online sales, marketing and customer service...
Solution
Visitors to web sites simply click a Live Help button and are connected with one of CS representatives. The representative then assists the visitor by providing information, links, graphics, or even guiding them through your web site.
The Live Help solution is provided on an Application Service Provider (ASP) basis. This means there is no hardware to install and the enterprises can get started instantly.
Benefits
Increase Sales - by providing real time assistance, you can resolve issues at the point of sale enabling customers to complete their purchases. This Tool also allows its users to sell additional products and services by offering special deals and cross selling.
Reduce Costs - online, site operators can handle multiple calls concurrently while at the same time not incurring phone charges.
Increase Customer Satisfaction - by providing real human interaction and instant problem resolution, customers have a positive experience and are much more likely to return when making future purchases.
Historical technical context
J2SE, JSP, Servlets, Tomcat, MySQL, Linux 7.3.