Case Studies

Provide Support's Live Chat Software Increases Sales for Softlink America, Inc. by Transforming its Customer Service Operation

The Challenge

Since its inception, the promise of e-commerce has been tempered by the disconnect (literally sometimes) between the convenience of the Web and customers' longstanding desire for immediate personal interaction with a real human being. For certain types of companies, especially those selling complicated products or services that require a high degree of customer interaction, the typical Web environment of total automation cannot fully address fundamental business challenges.

Softlink America, Inc. www.softlinkamerica.com, an LA-based subsidiary of Softlink International that sells library automation software, is a prime example of a company whose product is difficult to sell exclusively through standard online sales processes. (Buying library automation products is probably the opposite of buying a book on Amazon.) At the same time, though, technologists and other Softlink prospects are not necessarily inclined to use the phone to find product information and get answers to their questions. The company's approach for answering questions and qualifying leads had been to have prospects send an e-mail and wait for a response. The problem, though, is that in the time between sending an inquiry and waiting for a reply, these potential customers were probably visiting competitors' websites and "comparison shopping." SoftLink realized it had to find a way to engage customers immediately.

The Solution

After looking at several different systems, Softlink settled on Provide Support's Live Chat because of its combination of service, capabilities, and pricing. The fact that Provide Support's Live Chat allows for easy customization of its interface was a big factor in their decision.

For Softlink, Provide Support's Live Chat turns browsers into qualified leads, providing real-time sales opportunities. Immediate interactions with prospects though Provide Support's Live Chat has routinely led to demonstrations and follow-up phone calls, which represents a definite acceleration of the sales process.

"With Live Chat, you don't lose people's attention," says Robert F. Corrao, president of Softlink America. "It's much easier to keep someone where they are than it is to pull them back to where they've been. The ability to engage with people immediately, right when they make an inquiry, is no mere convenience, but translates into actual sales. It means real money."

Since implementing Provide Support's Live Chat in 2003, Softlink's sales have climbed about 70 percent each year. A good portion of this increase, says Carrao, can definitely be attributed to Provide Support's Live Chat.

The Solution

Provide Support's Live Chat allows the business to engage site visitors to a degree that is qualitatively different than with a typical website or basic e-commerce processes.

A better first impression: visitors who get quick answers to their questions stay longer and ultimately buy more product.

Provide Support's Live Chat personalizes the sales process for all types of customer service functions, which distinguishes the company and provides a competitive advantage.

• Provide Support's Live Chat enhances Softlink America's entire web presence with real-time, personalized customer interaction.
• By allowing Softlink America's to answer site visitors' questions immediately, Provide Support's Live Chat turns the company's website into an engine for generating qualified leads and converting inquiries into sales.
• Provide Support's Live Chat improves first impressions and strengthens customer confidence, leading to increased engagement.

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