With InstantService in place, Ritz Interactive discovered the average order value is 40-50% higher for customers who chat. Customers who chat are also three times more likely to purchase.

"Senior Manager of Sales, Customer Service and Support at Spiegel, Anna Radzikowski, is thrilled with the productivity gains in the contact center. Before implementing InstantService, offering timely responses to customer requests was a challenge, often averaging 36 hours. With InstantService, response time plunged to 5.5 hours (less than half of the industry standard), with agents handling 12 emails an hour."

“The driver for offering chat was, and still is, to help improve online customer service,” added Mike Chase, Director, Web Channel at PG&E. “The fact that the majority who use chat tell us the session resolved their issue and that they didn’t have to call, is proof it’s working for them, and us.”

“The live chat tool allows us to answer that final, last-second question for a customer that may be the tipping-point in making a purchase or not,” said Angela Hsu, VP of Internet Marketing at LAMPS PLUS. “With the InstantService product, we’ve added another way for customers to get their questions answered, created a new level of interaction with the site, and most importantly, we’re able to process a great number of customer requests than ever before.”

"It's a very welcome change," said Scott Kessman, IT Operations Manager at eDiets. "Previously we waited days for our vendor to make small changes and then were charged a premium. It was clear that InstantService's self-administration tools and transaction-based pricing would give us the control we needed without being 'nickeled and dimed' to use it."

"We want our online communications to deliver immediate satisfaction to our agents and our customers -- we've nailed that goal with InstantService email and chat solutions," said Steve Addy, Contacts Center Project Manager, Day-Timer.