Online retailers can assist their customers to the fullest with nGen CIM software tools like live chat, click to call, email management software and email response software. Contact us today to learn more.

1. NGENERA CIM for
ONLINE RETAIL
Transform Your Web Site into a Proactive and Personal Sales Channel
INDUSTRY OVERVIEW
With over 1.2 billion Internet users worldwide nGenera CIM enables retailers to
in 2007, online retail has seen unprecedented successfully address industry-specific
growth over the last decade. Most retailers requirements and challenges through
have taken advantage of this lucrative arena robust product functionality, such as the
and have created a presence on the Internet, implementation of tools that help agents
targeting the immense buying power of and call center management meet—and
worldwide online shoppers. With the growing exceed— service level agreements. With
number of options available to consumers, access to in-depth and tactical dashboards
retailers are faced with the challenge of as well as big-picture strategic reports,
providing the best online experience to keep retail management teams are able to drive
“[nGen] Knowledgebase these online shoppers from abandoning their consistent, real-time improvements that
website and drifting to a competitor. result in higher customer satisfaction
is one of the tools we
ratings and increased sales.
employ to ensure our
customers’ systems are THE NGENERA CIM SOLUTION
up and running so they NGENERA CIM ONLINE RETAIL
With nGenera CIM Solutions for Online Retail,
can focus on driving BENEFITS
online retailers can increase customer
flower sales.” satisfaction and drive sales by assisting Provide Excellent Customer Service: Let
customers and engaging high-value prospects nGenera CIM Solutions for Online Retail
at the point of need. For example, agents are help make your customers feel important
--David Sluder, VP of and valued. Significantly decrease
able to monitor and engage website visitors in
Florist Network real-time, reducing shopping cart customer churn and increase customer
Operations, abandonment significantly. loyalty through personalized, accurate,
and fast replies to service inquiries.
Teleflora
nGenera CIM Solutions for Online Retail also Create a competitive advantage and build
allows Web site visitors to choose their a strong reputation with customers by
preferred online channel for sales and service personalizing interactions. Engage with
support – they can engage in a chat session, customers and prospects in real time via
send an email, as well as research their own their preferred channel of communication.
answers via nGen Knowledgebase. Agents are
given the ability to push relevant, timely, and
personalized offers to the right customer at the
right time in order to up-sell and cross-sell
products and services.

2. NGENERA CIM for
ONLINE RETAIL
(nGenera CIM Online Retail Benefits, ctd.)
Increase Sales: Provide live sales assistance at value shopping carts. Leverage the power
the point of need. nGen Chat for Sales & of nGenera CIM’s rule engine to
Marketing allows you to present targeted, real automatically capture distressed web site
time, and personalized offers to increase sales visitors and turn them into customers.
and average order sizes. Proactively identify, Assist your customers with forms while
monitor, and capture the highest-value preventing agents from seeing personal
customers and visitors to maximize sales and information via rules and permissions.
ROI.
nGen Email and nGen Answer: nGenera
nGenera CIM provides Reduce Costs: Increase profit margins and CIM’s email management system gives
industry-leading reduce resource requirements by increasing retailers the ability to easily administer
technology to retailers first contact resolution rates – provide large volumes of incoming emails. A
immediate and accurate help at the point of powerful categorization engine allows
around the world. Its
need before an issue is escalated. Shorten retailers to instantly route emails to the
retail customers include training times and increase agent capacity appropriate agent, suggest answers to
Dell, Tupperware, while managing effectively through powerful agents and, in some cases, auto respond
Teleflora, Epson, eBay, analytics and reporting capabilities. to customers without agent involvement.
Automated learning capabilities
Saks Fifth Avenue, Sharp, Reduce shopping cart abandonment:
continuously improve system performance
and Williams Sonoma. Increase conversion rates by proactively
with each new email while Intelligent
engaging visitors and help them become
Message Interpretation can detect
customers. Reduce web site abandonment by
established phrases and patterns to fine
helping your visitors complete forms,
tune suggested responses. nGenera CIM
understand payment or shipping options, and
also offers a Secure Message Portal,
answer any last-minute questions to ensure
which provides the ability to exchange
shopping cart conversion.
secure responses with customers to ensure
compliance with mandated requirements
such as PCI.
NGENERA CIM ONLINE RETAIL
FEATURES nGen Click to Call: Leverage the
hardware you have previously established
nGen Chat for Sales & Marketing: in your call center and offer yet another
Proactively engage customers at the point of contact channel to customers. nGen Click
need during the purchasing process through to Call allows your web site visitors to
live chat and co-browsing. Identify and request a call-back at the time that suits
engage visitors originating from expensive them best. Your highest-value customers
pay-per-click campaigns to improve the ROI of will be pleased they do not have to work
Web Marketing and capture visitors with high- through an IVR menu or face long hold
times before speaking with an agent.
World Headquarters International Headquarters
3015 - 112th Avenue NE, King George V Place
Suite 100 4, Thames Avenue
Bellevue, WA 98004 Windsor
Phone: 425.250.4900 Berkshire
Toll free: 888.462.3484 SL4 1QP http://www.ngenera.com/cim
Fax: 425.250.5000 Tel: +44 (0) 870 904 1122
Email: cimsales@ngenera.com Fax: +44 (0) 870 904 1123 © 2009 nGenera Corporation