nGen Chat to Enhance Customer Experience, Drive Revenue, and Reduce Service Costs
Bellevue, Wash. – September 22, 2009 — nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced Crocs, Inc.; designer, manufacturer, and retailer of performance casual footwear; has chosen nGen Chat to deliver a superior online experience to customers as well drive additional revenue and reduce service costs this holiday season.
“nGenera CIM proved to be the most flexible of all the chat vendors we investigated. They completely understood our seasonal needs and are enabling us to add additional seats during the upcoming holidays,” said Chris Brown, Director of North American eCommerce at Crocs, Inc. “This, coupled with nGen Chat’s robust features and reporting capabilities, will help us to achieve our sales and customer service goals.”
“By utilizing nGen Chat to deliver a great customer sales and service experience, Crocs will enhance its already strong brand through its online store this holiday season,” said nGenera CIM General Manager, Wade Pfeiffer.
nGenera CIM enables retailers to successfully address industry-specific requirements and challenges through robust product functionality and both OnPremise and OnDemand deployment options. A component of the nGenera Customer Interaction Management (CIM) Suite, nGen Chat enables retailers to instantly serve customers at their point of need, significantly reducing shopping cart abandonment and increasing sale volumes. nGen Chat customers report an average increase in sales volume of 30% post-deployment.
Retailers also value nGen Chat because it enables reductions in service costs though increases in agent productivity. While phone agents can typically handle an average of 2.7 customer calls per hour, a chat agent can handle an average of 11.5 chats per hour. This is a 425% improvement in productivity, which equates to significant savings for retailers.
About nGenera Customer Interaction Management
nGenera Customer Interaction Management (CIM) is the global leader in next-generation customer experience solutions. Customers report increased customer satisfaction and measurable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management.