Technology Roundup Products on the Cutting Edge
InQ has pioneered a new use for chat technology (used to communicate in real-time with online customers): the online upsell.
InQ's "chatskins," or windows, facilitate real-time post-purchase messaging with customers. While reply messages actually are typed in by customer service reps (CSRs), which inQ CEO Steve Nober refers to as "'net reps," each rep can manage eight to 10 chats at a time.
Clients can run tests with inQ on small numbers of customers first, as well as on different offers. If clients opt to use a thank-you offer from one of inQ's partners, there is no charge for the service, and the client gets a percentage of all sales. If a client upsells its own products, a fee is charged.
For more information, call (800) 868-0898 or visit www.inq.com.
Not-so-pushy Customer Service
Click-to-call technology enables customers browsing a company's Web site to type in their phone numbers and click on a button to have a CSR call them. (Many products enable PC users to actually speak to a rep through their PCs.) "Calls" come in to a company's inbound call center.
The most widely deployed click-to-call service in the world is eStara, with its Push to Talk. When customers are online and need help, they can click a button and get live help immediately, says Ian Halpern, eStara's director of marketing.
Costs for eStara range from about $2,500 to $10,000 per month, and vary based on a company's Web traffic and call volume. No additional software or hardware is required.
For more information on eStara, call (703) 648-8332, or visit www.estara.com (where you can click to talk!).
A CRM-MRM Epiphany
Two major players in customer relationship management (CRM) software and marketing resource management (MRM) software have partnered to launch the first-ever comprehensive multichannel marketing package that handles everything from CRM straight through to a campaign's production. E.piphany Marketing Management Solution is the brainchild of CRM software provider E.piphany and MRM software-applications provider SmartPath Inc. The integration helps unite CRM efforts with resulting campaigns in one streamlined program.