InstantService utilizes the Application Service Provider (ASP) model to deliver its customer service solution. The application and database are hosted on our servers for reliable and scalable availability. You connect to InstantService's technology via the Internet from anywhere in the world. There's no need to purchase, install or maintain hardware or software on site. Your up-front costs are minimal, implementation is fast, and system maintenance and upgrades are automatic.

Click on a component in the diagram to learn more about the features associated with it.

• Customer Chat Client
  The InstantService Chat Client is the technology by which customers on your website interact with agents using the Agent Console. The client is fully customizable, fast-loading and requires no downloads or installations by your customers.
   
  
• Email Management
  Email is the preferred method of contact when agents aren't available to chat. Our email management tool enables delivery of quick and informative replies that your customers expect. When chat volumes are low, agents can easily answer your customers' email messages, utilizing the same knowledge base used for chat and FAQs.
   
• FAQ / Knowledge Base
  InstantService FAQ offers answers to your customers' questions 24 hours a day. By providing a self-service option on your site, customers can quickly get the information they need while agents are busy handling the inquiries that require human interaction via chat or email.
   
• Agent Console
  Agents chat, push content, respond to, and send emails to customers via the InstantService Agent Console. The Java-based application operates from any web browser and enables the management of up to ten simultaneous chat/email sessions from one easy-to-use interface.
   
• Account Administration / Reporting
  The Account Administration Utility is a web-based system for managing your InstantService account. You will use it for setting up various preferences, creating agent accounts and viewing reports. While it offers a number of powerful options, it is easy to get up and running within a short amount of time.