September 22, 2009
Crocs Selects nChat from nGenera to Improve Online Customer Experience
By Susan J. Campbell
TMCnet Contributing Editor
nGenera Customer Interaction Management, or “CIM,” a division of nGenera Corporation and a provider of next-generation customer experience software solutions, has announced its nGen Chat has been selected by Crocs Inc., a designer of performance casual footwear, to enhance the online experience for customers as well as drive additional revenue while reducing service costs this holiday season.
Chris Brown, director of North American eCommerce at Crocs, said that nGenera (News - Alert) CIM proved to be the most flexible of all the chat vendors the company investigated.
“They completely understood our seasonal needs and are enabling us to add additional seats during the upcoming holidays,” Brown said. “This coupled nGen Chat’s robust features and reporting capabilities will help us to achieve our sales and customer service goals.”
With the nGen Chat, Crocs will be able to instantly serve its customers at their point of need to significantly reduce shopping cart abandonment and increase sale volumes. Customers already using this solution report an average increase in sales volume at 30 percent.
“By utilizing nGen Chat to deliver a great customer sales and service experience, Crocs will enhance its already strong brand through its online store this holiday season,” Wade Pfeiffer, nGenera CIM General Manager, said.
nGenera CIM has provided retailers with the ability to address industry-specific requirements and challenges through robust product functionality and both on-premise and on-demand deployment options.
Retailers also value nGen Chat as it enables reductions in service costs though increases in agent productivity. Phone agents can typically handle an average of 2.7 customer calls per hour. A chat agent, on the other hand, can handle an average of 11.5 chats per hour. This is a 425 percent improvement in productivity which equates to significant savings for retailers.
Earlier this month, nGenera launched a limited-time service promotion aimed at helping contact centers and enterprises to make the right solutions acquisition solutions. Customer service experts perform free business operations assessments and provide custom reporting projecting the ROI customer service and sales solutions can deliver in their environment. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
The company is also helping Digital U.K. Contact Center to ramp up its customer service levels to support households throughout the United Kingdom by empowering the support center with advanced e-mail, phone and “knowledgebase” contact center tools. With the right customer management tools at the right price, companies are much better suited to meet demand and enjoy growth.
Edited by Kelly McGuire