Jena, Germany, October 21, 2010 – Online sellers can now meet the needs of their customers in a more personal way by combining the benefits of online and telephone channels. E-commerce specialist Intershop has extended its product portfolio with the Call Center Solution Kit, which adds telephone hotline functionality to the existing installation, thereby enabling online store operators to support customers more effectively. Integration of the call center solution into the store system means that employees can see all product information at a glance, along with detailed customer and order data. If required, hotline staff can guide customers through the store by assuming their user identity. This allows them to resolve questions relating to online store functionality immediately or to add items and change order quantities. Call center employees can be given access to additional product information, enabling them to provide a better response to specific customer queries. They also have data on margins and availability at their fingertips and can grant discounts, for example.
Large customers, particularly in the B2B arena, prefer a named contact person. Intershop customers can fulfill this requirement with the Call Center Solution Kit by assigning special contact persons, so calls from specific individuals or organizations are routed straight to them.
“Today, the next store is just a click away, so customer service is often the key factor that delivers a competitive edge. Thanks to the Call Center Solution Kit, online sellers can minimize customer uncertainty and respond quickly and professionally to any problems. The evidence shows that customers reward this commitment with greater loyalty and bigger shopping carts,” says Peter Mark Droste, Management Board member at Intershop.
The Call Center Solution Kit is part of an innovation initiative by Intershop, whereby the e-commerce specialist is investing in targeted development of new solutions.
Intershop Communications AG (founded in Germany 1992; Prime Standard: ISHA) is an independent, internationally leading provider of omnichannel commerce solutions. The latter are available as cloud-based commerce-as-a-service solutions or as licensed models and combine the expertise from over 25 years of software development for online commerce. Upon request, Intershop orchestrates the entire omnichannel commerce process chain – from the design of online channels to the implementation of software to fulfillment. Around the globe more than 300 enterprise customers run Intershop solutions. Customers include large corporations such as HP, BMW, Würth and Deutsche Telekom as well as medium-sized enterprises. Intershop operates in Europe, the USA and the Asia-Pacific region.
This news release contains forward-looking statements regarding future events or the future financial and operational performance of Intershop. Actual events or performance may differ materially from those contained or implied in such forward-looking statements. Risks and uncertainties that could lead to such difference could include, among other things: Intershop's limited operating history, the unpredictability of future revenues and expenses and potential fluctuations in revenues and operating results, significant dependence on large single customer deals, consumer trends, the level of competition, seasonality, risks related to electronic security, possible governmental regulation, and general economic conditions.