eStara Click to Call and Click to Chat

Proactive, Personalized Conversion Solutions to Enhance Online Sales

Overview

eStara, an ATG company, offers Click to Call and Click to Chat solutions that proactively and selectively offer online shoppers the opportunity to contact a service agent from any page on a Web site. Existing ATG customers have the added ability to inject ATG's industry-leading personalization capabilities into a Click to Call or Click to Chat solution, regardless of which CRM or contact center system you use.

Business Benefits

Whether you use the ATG platform alone or with ATG Commerce, eStara Click to Call and Click to Chat can improve conversion rates and increase average order size by letting you engage customers at the most relevant time, such as when a shopping cart is at risk of being abandoned, or when the consumer's Web behavior implies confusion. Or you may choose to offer live help only to high-valued customers or big-ticket transactions.

Click to Call and Click to Chat can also increase contact center efficiency and customer satisfaction by reducing the time it takes to verify and authenticate a customer who has moved from the Web site to a live interaction.

Features

• Quickly and easily implemented on any Web site, on any version of ATG, without requiring changes to your existing telephony or CRM infrastructure.
• Lets you easily set your own rules that govern when to offer contact with a service agent. eStara also allows ATG customers to deploy rules-based invitations based on ATG scenarios and personalization.
• Enables agents to co-browse the site with customers, and push informational Web pages directly to a customer's browser.
• Allows ATG Commerce customers to pass valuable ATG data to the contact center agent at the start of the call, to give agents more insight into the customer's Web interaction, purchase history, and current needs.
• Delivery via software-as-a-service means you need no additional software or hardware on the Web site or in the contact center, regardless of which ATG version you run.

eStara Customers

eStara currently has approximately 400 customers including such marquee names as Yahoo UK, HSBC, Amazon, Jenny Craig, Verizon and Dell, which they serve through operations based in North America, Europe and Asia.

To learn more, watch the flash demo.