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InstantService – live help customer service to the iGaming industry

Instant Service is now part of ATG live help.

ATG Live Help is an integrated set of live voice, chat, and email response services that enable online businesses to deliver just-in-time, personalized, interactive assistance to each visitor. Added quickly and easily to any website as an affordable Software-as-a-Service (SaaS) solution, ATG Live Help enables you to intelligently engage the right online visitors with the right assistance at the right time. As a result, you can increase online sales and customer acquisition, improve customer satisfaction and retention, and reduce customer service costs.

With ATG Live Help, you can measurably lift revenue, maximize customer retention, and reduce the cost of serving your customers.

Acquire and convert visitors into high-value customers: Use ATG Live Help to deliver live online sales assistance at the right time to convert more site visitors into high-value customers.

Reduce abandonmentby detecting visitors’ potential questions while on your site, and proactively inviting the right visitors to speak or chat with live agents
Lift cross-channel conversion and acquisition ratesby delivering the fastest, most personal, most interactive online sales assistance
Increase transaction values and maximize up-sell opportunitiesby targeting high-value sessions, promoting the most relevant products and services during calls and chats, and using one-click escalation from chat to voice
Demonstrate incremental impact on cross-channel key performance indicatorsincluding conversion rates and transaction values via real-time reportsSatisfy and retain customers: Serve customers more attentively and personally across channels to improve satisfaction, reduce churn, and increase loyalty.

Easily resolve customer inquiriesby routing live help inquiries to the right agent and providing them with a 360-degree view of the customer across all channels
Eliminate wait times for premium or frustrated customersby bypassing lengthy online forms or complex voice response menus
Intercept and prevent online product returns or service cancellationswith live, personalized assistance
Extend your brand to each customer’s pocketwith ATG’s industry-first mobile chat application for smart phones
Optimize the cross-channel customer experiencewith customizable exit surveys that capture real-time quantitative and qualitative “voice of the customer” informationReduce the cost of doing business: Realize measurable cost savings and increase the profitability of your contact center by expediting service interactions, streamlining operations, and getting more value out of existing assets.

Handle each customer inquiry via the most cost-effective interaction channeland escalate between channels when necessary
Increase return on telephony investments and eliminate training costsby routing click to calls directly into existing telephony infrastructure — no software or hardware required
Extend the value of existing assetsby integrating live help with customer relationship management (CRM) systems, knowledge management (KM) systems, workforce management tools, and Web analytics suites
Shorten call and chat handle timesby matching inbound customer contact information with existing CRM records so customers do not have to repeat personal information
Maximize agent utilizationby enabling chat agents to respond to emails during downtime within the same agent console
Increase first contact resolution ratesby co-browsing during voice and chat interactions and guiding customers through common self-service procedures such as using online tools or resetting passwords
Monitor up-to-the-minute agent utilization and performanceand detect trends early with real-time dashboards ATG Live Help Key Capabilities
ATG Live Help includes a range of innovative capabilities and services that help you align your customer engagements with your business goals.

Integrated voice, chat, and email help in any online channelUse intelligent business rules to determine the right communication channel for each visitor at each point in timeEffortlessly escalate from email to chat and from chat to voice as neededTake advantage of easy-to-use HTML tags and extensible APIs to engage customers in any online channel, including websites, social sites, mobile applications, email campaigns, and online marketing or advertising initiatives
Proactive deployments, intelligent routing, and actionable analyticsControl precisely when, where, and how live help appears based on business goals and Web context such as time spent on page, products viewed, shopping cart value or contents, customer status, hours of operation, or any session dataIntelligently route each mail, chat, and call to the right agents based on time of day, Web page or rule, products viewed or in cart, agent availability, and agent performance levelAccess analytics reports and dashboards to visualize the real-time impact of live help on your KPIs including conversion rates and transaction values, and drill down on rule-by-rule performance to obtain optimal resultsMonitor usage statistics and agent performance and zoom in on individual interactions by reviewing transcripts or listening to call recordingsMake self-service changes and updates to rules, invitations, routing, surveys, and more
Integration with and extension of existing systems and infrastructureEasily integrate ATG Click to Call and Click to Chat with existing infrastructure and applications including Web analytics, workforce management, telephony systems, CRM software, and KM systemsUse customizable integration panels in live help agent console to bring live applications to agents and handle bi-directional data integrationTake advantage of pre-built integration connectors for Salesforce.com, IEX Workforce Management solutions, and a number of other CRM and analytics packagesRoute click to calls directly into existing telephony infrastructure using only a destination phone numberAutomatically adjust routing for agent availability, visitor’s time zone, or geography and more
Customer-centric pricing plan and additional optimization solutions

The ATG Commerce Suite is the industry’s top-ranked cross-channel commerce solution. It consists of
ATG Commerce, the leading cross-channel commerce platform and software applications; and ATG Optimization, an integrated set of on-demand commerce optimization solutions. By tapping into this advanced functionality, companies of all sizes can create a reliable and scalable, yet highly agile, commerce foundation; deliver an engaging, personal experience across all channels; and reap the results that drive continued business growth.

Our products and services are available in four distinct solution models — software licensing, managed service, Software-as-a-Service (SaaS), and a partner-hosted on demand solution — to deliver a long-term solution that businesses will not outgrow.

Our Professional Services, Support, and Education teams help you maximize your business results with ATG. We work with you to design and rapidly implement ATG solutions, ensure your operation is running at peak performance, and train your team to take full advantage of ATG’s capabilities.

Cambridge, MA, USA
North America Headquarters

One Main Street
Cambridge, MA 02142
Tel: +1.617.386.1000
Fax: +1.617.386.1111

Reading, UK
Europe Headquarters

ATG (Europe) Ltd
Apex Plaza
Forbury Rd, Reading RG1 1AX
Tel: +44 (0) 118 956 5000
Fax: +44 (0) 118 956 5001

Useful Information

InstantService – live help customer service to the iGaming industry
Posted Wednesday, December 22nd, 2010

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