Sales-n-Stats Use Cases

Customer Services

1. Proactive Contact

Suppose your site works as an online catalog advertising the products and services provided by your company. Even if the site visitors do not have the ability to order online, you can still be helpful to them. Operator can monitor what pages a customer browses and how long he stays at each page to get an impression of what interests the visitor. When the visitor starts viewing detailed descriptions returning to the previously viewed pages, its time to offer him live assistance. The probability of the visitors becoming your happy customer is much higher with personalized contact. Of course, there are certain chances the visitor will get interested and will contact you on his own initiative. However, if you believe keeping your customers satisfied is the key to success, do not hesitate to lend a helping hand as soon as you notice it might be needed.

2. Responsive support

An existing customer has difficulties using a product he purchased from you. He comes to your site and clicks the 'Click for Live Help' button. Operator-receptionist receives the incoming support request and gets basic information about the problem. If the problem is not trivial, the operator can transfer it to the corresponding department that is able to solve the problem. If the customer comes to your website during non-working hours or on a day off, he can leave a message for the technical support service and get an answer as soon as they are back in office.

3. Resolving support tickets

If the traffic on your site is too intensive for your operators to resolve all requests in real time, Sales-n-Stats offline communication tools can be used. Your customers can leave a message using a contact form at your site. The message will be placed in the message board and queued for processing. The operator does not need to search for the messages that came in lately: he just clicks the next message button and starts working on the customers request. The reply is automatically mailed to the customer, and the message is marked as closed if necessary.
Enterprise Edition of Sales-n-Stats allows you to organize the process of visitor-to-operator communication even better by assigning some operators exclusively for online communication and some for processing offline messages.

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