Customer Focus Services Uses InstantService™ to Drive Incremental Sales and Profits for Its Client, DYMO, via Proactive Chat

LOS ANGELES, Feb. 23, 2007 -- Customer Focus Services (CFS), a leading offshore outsourcer of chat, email and call center services, today announced the results of the first four months of its decision to utilize the "InstantInvite(TM)" Proactive Chat capabilities of InstantService™ for its client DYMO Labels, a division of Rubbermaid.

DYMO was concerned about the levels of shopping cart abandons they were experiencing on their website. CFS, which was already using InstantService™ for its RitzCamera.com client suggested to DYMO that Proactive Chat might be the answer to their needs.

"It was simple, really," said Marc Haberman, the CEO of CFS. "All we had to do was write some simple rules in the InstantInvite™ software and we could strategically invite customers to chat. We only charge commissions on chats that result in a sale, so it was easy for DYMO do run a P&L on the various rules to see how well each worked.

"Initially, we just invited customers to chat who were abandoning their shopping cart, but we soon expanded to invitation rules when someone was on specific pages for a period of time or was leaving a page that contained a higher-margin product."

The InstantInvite™ software from InstantService automatically identifies browsers with the greatest potential to buy, based on which pages they have visited, how long they remained on a page, where they came from, which keyword they used to find the website, which items they have in their shopping cart, and whether they have previously purchased from one's site. Shoppers receive customized chat invitations based on rules that can be adjusted easily in real-time (without changing code on one's website). Your agents are automatically connected to these customers to offer assistance, incentives, and suggest related items to up-sell.

The Results
The decision to use proactive chat paid for itself many times over. "We saw a conversion rate of over 13% on people who were otherwise abandoning their shopping carts and leaving the DYMO website," said DYMO spokesperson, Michael Klazema. "Anytime you realize 'found money,' that is a very good thing!"

"Our agents also find the InstantService software easy to use," continued Mr. Haberman of CFS. "They can seamlessly handle both emails and chats and easily integrate the information on our clients' knowledge bases, to help ensure that customer interactions are handled, efficiently, accurately and uniformly."

"Chat is an increasingly ubiquitous communications tool, and CFS offers experienced personnel to quickly and cost-effectively implement chat support to customers as a cost-saving alternative to phone support," said Mike Lande, CEO of InstantService.

About Customer Focus Services
Customer Focus Services, founded in early 2000, is a privately held corporation headquartered in California with operations in Bangalore, India. CFS client services are available to clients 24 hours a day, seven days a week. With over 15,000,000 successful customer sales and support interactions in chat, voice and e-mail for clients such as Sony, Ritz Camera and Ronco, CFS has the experience and dedication to provide the support a website needs to help maximize sales, profitability and customer satisfaction.

CFS experienced chat support agents provide real-time information to customer questions via the Web, saving money on each customer interaction through this cost-effective channel. Recently, CFS announced a commission only pricing structure for chat sales support. The client only pays for chats that directly result in a measurable sale; all other chats are free of charge. The InstantService chat solution is a proven technology designed to capture data from each customer interaction to enable companies to continuously improve the customer experience, monitor customer satisfaction levels and increase ROI with real-time up-sell and cross-sell opportunities. It is designed to easily integrate with existing e-commerce suites, knowledge bases, self-help engines and CRM systems.

"We are so confident that we can drive incremental revenue and lower costs that we are willing to enter into a 100 percent performance based contract - the customer only pays if we deliver results," said Marc Haberman, CEO of Customer Focus Services.

About InstantService
InstantService is a leading provider of customer communication technologies for online businesses and contact centers. InstantService offers an integrated suite of live chat, email management, knowledge base, Web site analytics and lead capture solutions to increase sales and enhance customer service. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers - the first step of customer relationship management.

Over 350 companies trust InstantService's scalability, security and performance including America West Airlines, REI, H&R Block, Intuit, Gateway, 3Com, McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst & Young, NEC Mitsubishi and Venus Swimwear.

To learn more about InstantService, visit http://www.instantservice.com to chat with a representative.