CIM Solutions for Online Retail

Customer Services Software Solutions for Online Retail

With over 1.2 billion Internet users worldwide in 2007, online retail has seen unprecedented growth over the last decade.  Most retailers have taken advantage of this lucrative arena and have created a presence on the Internet, targeting the immense buying power of worldwide online shoppers.  However, in this expanding, commoditized online marketplace, retailers must ensure differentiation to keep Internet users from abandoning their website and drifting to a competitor.

With nGenera CIM's customer service software for online retail, online merchants can increase customer satisfaction and drive sales by assisting customers and engaging high-value prospects at the point of need. 

nGenera CIM's Customer Service Software Solutions allows retailers to:

• Provide Web site visitors with the communication channel they prefer--your customers can chat, email your support team, or utilize self-service via the knowledgebase 
• Increase cross-sell and up-sell rates by enabling agents to push relevant, timely and personalized offers to the right customer at the right time
• Achieve higher first-contact resolution with a flexible rules engine
• Manage Web site activity in real time with tactical dashboards and big-picture strategic reports
• Increase customer satisfaction with immediate and effective support

Increased number of repeat buyers by 300% Improved internal training and personalized support Customer ratings climbed higher than top competitor	1,000 agents utilizing knowledge base  Thousands of documents imported to knowledge base in 6 weeks Calls are now answered within 30 seconds
Download Retail Solutions Case Studies and White Paper