SOURCE: Bamboo Cricket

August 07, 2008 08:11 ET

Bamboo Cricket Launches Full-Service Managed Solution to Accelerate Response and Drive Conversions

Online Retailers Immediately Connect With Customers; Stay Connected With Live Chat; Manage Inbound Email Response; and Supplement or Fully Staff Their Call Centers; Online Retailers Prepare for the Holidays

TITUSVILLE, FL--(Marketwire - August 7, 2008) - Bamboo Cricket, a leading provider of next generation online customer service solutions, today announced Managed Solution, a new platform that enables online retailers of all sizes to promptly address the unanswered questions of their shoppers through Live Chat and Inbound Email management with a scalable live team of highly-trained US-based customer service representatives. Bamboo Cricket's Managed Solution is a fully customizable web application which can be deployed quickly to significantly increase conversions, shorten response times, and help build greater brand loyalty among customers.

"We're bringing a full-service solution to our customers and theirs to optimally manage the direct customer experience," said Barbara Westhorpe, President of Bamboo Cricket. "Live Chat or Inbound Email Response staffed with our live CSR agents enables our customers to immediately respond to their customers' inquiries and maximize the online marketing experience at their sites. We're seeing particular interest now for our full-service solution as our customers anticipate this year's holiday season, using our agents to supplement their current staffs and extend their usual customer service hours of operation."

"Bamboo Cricket has helped us preserve invaluable customer relationships and protect our investment," said Steve Sutton, General Manager of Interactive at Ziff Davis Media. "Bamboo Cricket's recovered thousands of email addresses and handled inquiries and complaints which otherwise might have been lost, and their service is an important part of our database marketing efforts."

The Bamboo Cricket Managed Solution is a full-service offering which includes a US-based team of expert CSRs to supplement an existing Customer Service Center or provide a full-service solution. Bamboo Cricket builds out an extensive knowledge base, educating CSRs to meet client-specific requirements. Support staff is totally customizable and scaleable, seamlessly blends with the look and feel of the retailer's brand, and can typically be up and running in 7-10 days.

Live Chat

Online businesses lose as many as 67 percent of consumers due to a lack of online product information, but 83 percent of online shoppers would make purchases if sites offered increased interactive elements and innovative ways to purchase products.(1) Bamboo Cricket's Managed Solution includes the power of Live Chat and/or Inbound Email Management to allow customers to interact in their preferred channel to get the answers they need. With Bamboo Cricket Live Chat, enterprises can significantly reduce inbound call center costs and greatly improve the experience of their customers online by enabling real-time interactions with customer support representatives thru multiple touch points -- directly from an email or company website. Live Chat features and benefits include:

--  Customer chat history logged and tracked by visit so customer service
    agents can immediately refer to past communications
--  Ticket management to enable search by type of contact and customer
    name
--  Missed call logs to provide details on requests that were not handled
--  Knowledgebase updates to allow agents to handle common requests
    quickly
--  Customized user permissions can be set to control access
--  Reporting features to provide data to evaluate representatives'
    performance, identify trends and view daily, weekly and monthly activity
    

Inbound Email Management

Without an adequate inbound email response program, valuable information and opportunities for customer interactions are missed. Bamboo Cricket Email Inbound Management provides powerful technology to sort and filter inbound emails quickly and efficiently with immediate handling of customer service, unsubscribe requests, change of address and CAN-SPAM compliance. Unsubscribe and change of address requests are processed by Bamboo Cricket support staff directly on the application used by the customer's ESP or designated data warehouse. Up to 10,000 emails can be processed per month per user with 100% email response within 12 hours. Key Features include:

--  Increased email delivery yielding higher response and sales
--  Savings in processing and operational expenses
--  Improved accuracy and audit trail
--  Ability to scale up and down program as business dictates
    

Pricing & Availability

The Bamboo Cricket Full-Service Managed Solution is immediately available and has complete management, reporting and archiving capabilities and a dedicated account team with service available 365 days per year. Pricing is competitive for businesses of all sizes. For more information, please visit http://www.bamboocricket.com/fullservice.html.

About Bamboo Cricket

Bamboo Cricket is a leading provider of next generation e-service solutions that help companies capitalize on client engagement. By combining robust technology with easy-to-use feature sets, Bamboo Cricket enables businesses to quickly and easily provide chat and inbound email handling. The company has headquarters in Ontario, Canada with offices in Titusville, Florida. Bamboo Clients include Condé Nast Publications, Ziff Davis Media, Inc. and Mandalay Bay Resort and Casino. For information please visit the company's website at http://www.bamboocricket.com.

(1) Allurent, October 2006

Contact Information

  • For more information contact:
    Renee Newby
    Gutenberg Communications
    (757) 651-6554
    Email Contact