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InstantService Releases New Features to Enhance Chat Client Customization, Email Management Productivity and Conversion Performance Tracking


July 14, 2006; 01:49 AM
InstantService, a leading application service provider of online customer communications, announced the release of several enhancements to its popular chat and email management solution. A new chat client API allows InstantService customers to completely control the look and feel of their users' chat experience, including the ability to create a branded and unique chat interface in any application, such as an online role-playing game. The email management suite also includes a couple key features to enhance agent productivity: Multiple Mail Message Reply and Mail Queue Filtering enable reps to more quickly handle commonly asked questions while sorting through multiple queues.


"While productivity is paramount when considering chat in any call center or sales center, reporting on metrics and trends to help better support and sell to your customers should also be of high priority," said Mike Lande, CEO of InstantService. "We feel this release hits a few key points, with features like Chat Event and Conversion Tracking, that will better enable our customers to leverage website analytics technology they have in-house. As always we have listened to our customers and are excited to deliver this rollout. We look forward to continuing our roadmap to create the best enterprise class chat, email, and knowledge base solution on the market."

Additional features add to the already powerful InstantInvite proactive chat system with a more capable rules engine and easy-to-use, parameter driven settings to enable the business unit to make "on the fly" changes to drive revenue without the hassle of involving web developers and IT resources.

To learn more about the new features available in the InstantService Fall '05 release, please visit http://www.instantservice.com/chat to chat with a sales representative.

InstantService New Feature Highlights:

- Multiple Mail Message Reply

The Multiple Mail Message Reply feature provides a mechanism for replying to multiple incoming mail messages based on a similar subject with the same response.

- Mail Queue Filter Enhancements

In combination with the existing department filter, agents will be able to further filter the mail queue by message subject or from address. This allows agents to filter for such purposes as viewing all mail related to a specific subject or all mail from a similar email address. The filter will support searching by "Exact Match," "Starts With," "Ends With" or "Contains.

- Customer Chat Client API

InstantService's Customer Chat Client API allows companies to write their own Customer Chat Client. A company can thus control aspects of the Customer Chat Client UI such as the size of the typing area and appearance of the buttons. Additionally, a company could embed the Customer Chat Client into their own application, such as an online game.

- InstantInvite Enhancements

The InstantInvite Enhancements greatly simplify the setup and configuration of proactive chat rules and invitations. A redesigned interface allows for the creation of customizable, animated invitations and complex rules without the need to write any JavaScript.

- Chat Event and Conversion Tracking

InstantService's Chat Event and Conversion Tracking feature provides a direct means of using your analytics tool to track which customers enter a chat and the agent with whom they chatted.

InstantInvite invitation and rule events may also be tracked. This allows a company to track the success of their invitations and rules and easily make adjustments based upon information from their analytics tool reports.

- Integration Panel Enhancements - New Queue Panel

A new Integration Panel in the Queue section of the Agent Console provides another option for viewing web-based applications within the Agent Console.

- Integration Panel Enhancements - Custom Links Targeted to Integrations Panels

Custom Links can now be targeted to launch in the Chat or Mail Details Integration Panel allowing easy access to multiple web-based applications within the Agent Console instead of via an external browser.

- Integration Panel Enhancements - Chat Details API

A new API available to the Chat Details Integration Panel allows InstantService customer data to be updated by the web application in the Integration Panel.

- New AQD Reports

New AQD Reports combine text and charts to provide multiple views of agent performance in regard to automatically routed chats and mail.

- InstantService Cobrowse

InstantService Cobrowse is a secure, highly flexible, enterprise-class cobrowsing solution for today's web customer support, sales and training. InstantService Cobrowse improves real-time, online interactions by enabling multiple users to browse the same web pages collaboratively and effortlessly, without downloads or permissions. Joint form-filling and a unique web pointer are key features along with support of complex web technologies such as cookies, framesets, pop-up windows and JavaScript.

About InstantService

InstantService offers an integrated suite of live chat, email management, knowledge base, analytics and lead capture solutions designed to increase online sales and improve customer support while reducing contact center costs. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers - the first step of customer relationship management.

Over 300 companies, recognized for their commitment to customer service excellence, trust InstantService's scalability, security and performance. Clients include Dish Network, US Airways, REI, VeriSign, H&R Block, Intuit, CompUSA, 3Com, McAfee, Xerox, Sento, Ditech, TigerDirect, and Corporate Express. InstantService is based in Seattle and has been in operation since 1998.

To learn more about InstantService, visit http://www.instantservice.com to chat with a representative. 


Scott Carlin
Vice President of Sales
206-336-7010
[email protected]

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