eShare Inc.
delivered version
2.0 of its NetAgent online sales and customer care system
NetAgent 2.0 acts as a communications conduit between suppliers and their
customers by providing real-time dialog capabilities that both automate and
improve Web-based commerce, customer support and service, the company said.
“E-customers are more likely to buy when their questions and concerns are
immediately answered,” said
James Tito, eShare’s president and CEO. “If they are forced to leave an
e-commerce site to seek
additional information via 800 numbers, customer support lines or other Web
sites, the likelihood they will return to buy is severely diminished.”
“Using NetAgent 2.0’s standards-based,
secure and scalable Internet dialog facility, suppliers are able to respond
in real-time to buyer’s questions via Internet chat sessions without the
customer having to interrupt their buying process.”
Among the new features in Version 2.0 are its e-mail support, customer
observation capabilities and APIs that allow for the integration of NetAgent
with leading knowledge-based engines.
The Customer Observation module allows agents to observe and log live visitor
activity, as well as proactively engage visitors in real-time discussions
through their browsers. The e-mail support module allows customer support
representatives (CSRs) to manage customer e-mail better by tracking and
grouping them with incident ID numbers. The API support module enables users
to seamlessly tap into their installed knowledge-bases without having to re-
build any data.
Version 2.0 supports any browser and provides security using SSL encryption.
It works with and through virtually all Internet firewalls and hardware
configurations. In addition, NetAgent 2.0 is fully customizable via a Software
Developers Toolkit, the company said.
>From a sales perspective, NetAgent 2.0 enables sales agents to “push” pricing
information, marketing materials and order forms to customers in real time.
The system also enables sales agents to support up to six customer
transactions simultaneously via separate dialog windows. Pricing data was not
disclosed.
