ATG Live Help

Deliver Just-in-Time Customer Service with 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.

ATG Live Help generates substantial ROI, enabling your organization to engage the right online visitors with the right help, at the right time to increase revenue and reduce costs.

Sell, Satisfy, and Serve

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 abandonment
  • by 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 rates
  • by delivering the fastest, most personal, most interactive online sales assistance
Increase transaction values and maximize up-sell opportunities
  • by 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 indicators
  • including conversion rates and transaction values via real-time reports

Satisfy and retain customers: Serve customers more attentively and personally across channels to improve satisfaction, reduce churn, and increase loyalty.

Easily resolve customer inquiries
  • by 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 customers
  • by bypassing lengthy online forms or complex voice response menus
Intercept and prevent online product returns or service cancellations
  • with live, personalized assistance
Extend your brand to each customer's pocket
  • with ATG's industry-first mobile chat application for smart phones
Optimize the cross-channel customer experience
  • with customizable exit surveys that capture real-time quantitative and qualitative "voice of the customer" information

Reduce 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 channel
  • and escalate between channels when necessary
Increase return on telephony investments and eliminate training costs
  • by routing click to calls directly into existing telephony infrastructure — no software or hardware required
Extend the value of existing assets
  • by 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 times
  • by matching inbound customer contact information with existing CRM records so customers do not have to repeat personal information
Maximize agent utilization
  • by enabling chat agents to respond to emails during downtime within the same agent console
Increase first contact resolution rates
  • by 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 performance
  • and 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 channel
  • Use intelligent business rules to determine the right communication channel for each visitor at each point in time
  • Effortlessly escalate from email to chat and from chat to voice as needed
  • Take 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 analytics
  • Control 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 data
  • Intelligently 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 level
  • Access 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 results
  • Monitor usage statistics and agent performance and zoom in on individual interactions by reviewing transcripts or listening to call recordings
  • Make self-service changes and updates to rules, invitations, routing, surveys, and more
Integration with and extension of existing systems and infrastructure
  • Easily 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 systems
  • Use customizable integration panels in live help agent console to bring live applications to agents and handle bi-directional data integration
  • Take advantage of pre-built integration connectors for Salesforce.com, IEX Workforce Management solutions, and a number of other CRM and analytics packages
  • Route click to calls directly into existing telephony infrastructure using only a destination phone number
  • Automatically adjust routing for agent availability, visitor's time zone, or geography and more
Customer-centric pricing plan and additional optimization solutions
  • Tap into industry-first, transaction-based pricing plan to pay for just the calls, chats, and emails you use; eliminate rigid seat-based fees; and automatically adapt to agent capacity and seasonal business cycles
  • Eliminate up-front costs and access the right level of live help optimization services for your business through Starter, Premium, and Enterprise service plans
  • Increase return on investment via dedicated ATG Optimization account manager and business reviews
  • Increase results by easily adding additional ATG Optimization solutions, including ATG Lead Performance and ATG Recommendations

Included in the ATG Live Help Solution