iCSR Live Customer Service Representative Benefits & Features

Add a "Live" customer service representative to your eCommerce, auction or web site for as little as $0.25 cents a day. iCSR allows you to chat with your web site visitors in an environment similar to instant messaging with the click of a button.

Benefits:

• Extremely affordable @ $7.50 per seat for the standard version. iCSR 1.0 is comparable to Human Click LivePerson @ $99.00 a seat.
• Extremely easy set-up - Create and manage your CSR accounts and html in minutes.
• User friendly interface - Simple uncluttered UI for Visitor and CSR.
• Numeric pager support - great for small or home based business so you do not have to sit in front of your computer to monitor for chat requests.
• Web based - Minimal impact on your IT staff. Requires no software to install, maintain or upgrade.
• Reliable, Scalable Performance - iCSR is powered by the latest Dell Multi-Processor PIIII Xeon servers running Windows 2000 Advanced Server and Microsoft SQL Server 2000.
• Reduced sales/support costs - Chat sales and support can substantially reduce costs per unit by 1/3 or better over traditional call center, 1-800 phone and or email support. CSR's can easily and efficiently handle multiple chat requests unlike phone or email that can only be done one at a time. Your end users get timely answers to their questions which will help build trust, client loyalty, customer satisfaction, increased conversion rates and repeat business.
• Online Shoppers that are assisted by a live CSR are at least 25% more likely to place an order with a higher total sale amount than an un-assisted shopper. Shoppers are less likely to abandon their shopping carts when assisted by a live CSR.
• Unlimited PPC and Ad link tracking. Make the most of your advertising and PPC dollar by proactively interacting with your visitors.
• Unlimited cross, up sale and CSR offered purchase incentives potential for eCommerce sites.

Feature List:

• Real Time Communication With Your Visitors
• HTML only support for compatibility with eBay and other auction sites.
• Your own branding, upload your company logo
• Visitor Browser Set Cookie Test (Extremely valuable tool if you are using an eCommerce solution that uses/requires cookies, like Yahoo Store)
• Unlimited Departments
• Spell checking
• Multiple Chat Requests
• Estimated Wait Time in Chat Queue
• CSR / Visitor is typing notification
• CSR to CSR Chat
• Conferencing
• Email Signature
• Automatically Save Transcripts
• Search Transcripts
• Department Share Transcripts
• Email Transcripts
• Unlimited PPC / Ad URL Click Tracking
• Referring URL
• Real Time Click Path Tracking
• Initiate Chat Session
• Advanced Pre/Post Chat Surveys assignable to specific Department/Queues
• Push HTML pages by URL
• Visitor Towing
• CSR Console Monitor
• Department Icons
• Web Based Remote Administration
• Reporting and Statistics
• CSR Rating System
• Visitor Traffic Monitor
• Daily Chat Request Reports
• Log Transcripts
• Assign CSR to Multiple Department/Queues
• Predefined Canned Responses
• Predefined Commands
• Set CSR Request Order
• Request Load Balancing
• Request Polling
• Set Request Polling Type
• Transfer / Escalate Sessions
• CSR Availability Hour Message
• Audio Chat Request Alert
• Numeric Pager Alert Support
• Leave a Message When CSR is Unavailable/Off Line

More features/functionality in active development.

Here are a few low-rez Alpha screen shots of our extremely user friendly interface:

iCSR is simply the most advanced, high performance Live CSR application available at any price. 

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(c) 2003 Xfactor Multimedia Inc. all rights reserved. 

last updated: August 23, 2003