Servicesoft Technologies Inc has plugged its web CRM software by revealing new research commissioned from Jupiter Communications and Socratic Technologies Inc that says 65% of web site shopping carts are abandoned prior to purchase. This can be due to difficult navigation, slow responses, and occasionally, hidden prices such as shipping, but the report suggests that 87% of online shoppers who spent over $2,000 in the last six months would click over to a competitorÆs site if they experienced bad customer service.
The Natick, Massachusetts-based firm has now finished integrating the technology it acquired from Balisoft Technologies Inc in February into its eCenter suite, which is available in modules or as a package. The product line now contains Knowledge Builder, the back end tool for creating and storing customer interaction records; WebAdvisor, a self-service expert system utility; EmailContact, its automated email response software; and LiveContact, an application that enables call center staff and customers to interact with text chat or voice over IP.
The suite has data continuity across the modules from a centralized Knowledge Center database, and can be tied to back-end ERP systems and databases with ServicesoftÆs APIs. This is to enable service staff access to all previous customer interactions so they can make like they know a customerÆs case history. The firm sells to companies selling online like Cisco Systems Inc, as well as to hosted service providers such as application service provider US Internetworking Inc. Prices range from $50,000 to $200,000, based on usage, and implementation can take as little as three weeks.
