Talisma Corporation, the leading Customer Interaction Management (CIM) software solution provider announced that Soft Surroundings, a leading catalog and online retailer of apparel, bedding, and beauty products for busy women of all ages, has selected Talisma Proactive Chat in an effort to take advantage of untapped sales opportunities, increase the efficiency of its agents, and improve the overall experience of its customers.
Already a user of Talisma CIM solutions, Soft Surroundings is seeking to improve sales closure rates by proactively engaging customers during the shopping process, and by helping frustrated customers before they leave the Web site or contact Soft Surroundings via other, more costly, communication channels like the telephone.
The deployment of Talisma Proactive Chat comes at the right time, as data from the Talisma-sponsored Jupiter Research report titled “Proactive Customer Service – Strategies to Satisfy Customers and Drive Sales”, reveals the serious need for proactive customer service. Nearly half of online consumers surveyed who abandoned a Web site said they would have been more likely to complete their purchase if the retailer had offered them some form of web based help.
“We pride ourselves on providing a personalized, quality experience for our customers, and utilizing proactive chat is another tactic that we believe will help us accomplish this,” said Jim Manno, Contact Center Operations Manager of Soft Surroundings. “The comprehensiveness of this solution, coupled with our long-standing satisfaction with other Talisma Customer Interaction Management tools, helped make Talisma the obvious choice.”
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