Call Center Services Featured Article
Crocs Selects nChat from nGenera to Improve Online Customer Experience
With the nGen Chat, Crocs will be able to instantly serve its customers at their point of need to significantly reduce shopping cart abandonment and increase sale volumes. Customers already using this solution report an average increase in sales volume at 30 percent.
nGenera CIM has provided retailers with the ability to address industry-specific requirements and challenges through robust product functionality and both on-premise and on-demand deployment options.
Retailers also value nGen Chat as it enables reductions in service costs though increases in agent productivity. Phone agents can typically handle an average of 2.7 customer calls per hour. A chat agent, on the other hand, can handle an average of 11.5 chats per hour. This is a 425 percent improvement in productivity which equates to significant savings for retailers.
The company is also helping Digital U.K. Contact Center to ramp up its customer service levels to support households throughout the United Kingdom by empowering the support center with advanced e-mail, phone and “knowledgebase” contact center tools. With the right customer management tools at the right price, companies are much better suited to meet demand and enjoy growth.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Kelly McGuire