Companies stand to gain significant benefit from solutions that can turn online browsers into online buyers. With the competitive landscape intensifying for online retailers and other Web-based companies, the demand for solutions that increase conversion rates is growing.

InstantService, a provider of chat and e-mail management solutions, is seeking to help companies convert shoppers into buyers. To do so, the company has joined Omniture (News - Alert) Inc.’s Genesis Network.

The seamless integration between InstantService’s proactive chat product, InstantInvite and Omniture’s online business optimization platform is expected to deliver powerful sales, marketing and analytical efficiencies for Fortune 500 ecom retailers, financial services, high tech, transportation and call centers. 

The proactive chat solution generates transactional data, ensuring that Omniture users will gain a new data stream reflecting online customer and visitor behaviors. Data and analytics derived from these solutions are expected to enable companies to adapt online services and support, including chat, to better engage and help shoppers.

"The more you know about online shopping behavior, the better you can tailor a service and support experience that exceeds customer expectations," said Mike Lande, CEO of InstantService, in a Thursday statement.

"With our new integration capability with Omniture, companies will have a smarter way to engage shoppers in chat sessions, viewing site activities and generating meaningful reports for marketing and operational analysis."

According to proprietary and published research, the combination of a company’s Web analytics and chat solutions provides practical and timely benefits.

This research has found that 20 percent of Web chats result in a completed purchase; Web chatters spend approximately 35 percent more per order; and 30 to 40 percent of Web site traffic includes self-service shoppers.

Working with Omniture marks a significant milestone in InstantService’s enterprise customer strategy. "We are pleased to partner with Omniture to offer more extensive integration capabilities for our customers and move the needle forward on enterprise delivery," added Lande.

"Partnerships like this that deliver tangible and measurable customer value and bottom line results are highly valued components of our offering."

InstantService InstantInvite employs a rules-based engine to identify shoppers with the greatest potential to buy. Rules for triggering a proactive chat session are based on visitor site interactions and behaviors.

InstantInvite then automatically presents shoppers with a customized invitation to chat live with a customer service representative. Agents can then instantly engage the customer with offers for assistance and incentives in addition to up-sell and cross-sell opportunities.

Such flexibility for the customer and control for the organization helps to benefit them both as the customer gains access to information he or she needs and the company can increase sales.

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.