What is Ace Operator?

For companies providing products or services that can be accessed from the web, Ace Operator offers a simple and inexpensive way to connect online customers with live operators who can answer questions about products and provide sales support, technical support and training. Ace Operator is a customer contact solution for online businesses. Online businesses can provide online customers access to live company representatives via instant messaging. Online customers can access the services by simply clicking on a button from a web page. Operators can also monitor the company web site for online users. The operators can follow the browsing pattern of an online user and initiate a conversation ("How can I help you today?").

Ace Operator enables an online business to provide pre-sales and customer support to online users at a fraction of the cost compared to traditional customer contact solutions like call centers. Not only is it a low cost solution, it is better than traditional call center solutions in many respects. First, operators can exchange information with customers using multi-media content that includes text messages, web pages containing information, a white board for online collaboration, sound clips, video clips, etc. In call centers, you can only converse. Ace Operator also enables operators to push custom-defined forms to a customer and receive the completed information. Ace Operator also supports "canned messaging" - it allows commonly asked questions to be saved to a database in multi-media format. The operator can send the pages to the customer at the click of a button (without having to type in the messages).   

Ace Operator works like a conventional telephone-based call center solution, but instead of using the phone system and voice for communication, Ace Operator uses the Internet and instant messaging.  Ace Operator supports all the standard features found in a call center solution including call queuing, call screening and skills-based routing, call transfer between operators, and multi-party conferencing. Unlike call centers, the operators can serve online customers from anywhere as long as they have access to the Internet. This enables operators to work remotely - from home, for example. Ace Operator does not require customers or operators to download any special software - it runs on any Java-enabled web browser.

Why Use Ace Operator?

A solution like Ace Operator enables companies selling their products and services online to:

1. Provide effective pre-sales and customer services to online users by using live company representatives (operators) to assist online customers. It is actually a better way of providing services compared to telephone support because the online users can get connected to the contact center at the click of a button, the operators can push web pages containing information instead of reading out the information to the online user, and the operators can have the customer fill up custom-designed forms online or use a white board to demonstrate concepts to online customers. In addition, Ace Operator has all the features found in a traditional call center solution including call queuing, call transfer and conferencing.
2. Increase sales. Studies have shown that when customers' questions and concerns are addressed immediately, online customers are more likely to complete the sale instead of moving on to a competitor's web site.
3. Increase customer loyalty because of the personal touch this kind of service helps create.
4. Differentiate their sites from other sites offering similar products and services.
5. Provide interactive customer service at a much lower cost compared to traditional call center solutions. Operators can be located anywhere in the world. Consequently, companies can hire home-based operators as well as operators from other regions and other countries. Operators can also handle more than one session at a time, thereby reducing the need for additional operators.

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