Diamond.com Engages Customers with !hey; Diamond.com Gives Online Shoppers a Helping Hand at Just the Right Moment.Business/Technology Editors NORTH ANDOVER North Andover (ăn`dōvər), town (1990 pop. 22,792), Essex co., NE Mass., on the Merrimack River, in a dairy and farm area; settled c.1644, set off from Andover and inc. 1855. , Mass.--(BUSINESS WIRE)--Nov. 27, 2000 !hey inc. (www.heyinc.com), a leading provider of customer engagement solutions, today announced that its proactive chat technology, icontact(TM), is helping Diamond.com (www.Diamond.com), a premiere source of certified diamonds, fine jewelry jewelry, personal adornments worn for ornament or utility, to show rank or wealth, or to follow superstitious custom or fashion. The most universal forms of jewelry are the necklace, bracelet, ring, pin, and earring. and brand name watches on the Internet, deliver personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. customer sales and service support over the Web. !hey's icontact technology has enabled Diamond.com to track surfers on its Web site, access real-time and historical purchase information, prioritize pri·or·i·tize v. pri·or·i·tized, pri·or·i·tiz·ing, pri·or·i·tiz·es Usage Problem v.tr. To arrange or deal with in order of importance. v.intr. sales potential, and proactively initiate conversations at just the right moment. Visitors to Diamond.com are now greeted with a pop-up text chat window, offering assistance even before it's requested. Offering proactive chat capabilities allows Diamond.com to replicate a personalized brick-and-mortar sales experience on the Web. "We pride ourselves on providing our customers with the widest selection and highest quality of certified diamonds and the best in sales and service support," said Marc Ross, director of sales at Diamond.com. "Implementing !hey's unique proactive chat technology into our Web site allows us to provide our online customers with superior, personalized customer service." Diamond.com uses icontact's filtering capabilities to monitor Web site traffic and instantly identify high-value customers based on their pre-defined business criteria. With immediate access to data on their customers' previous interactions, browsing habits, and past purchases, Diamond.com's online sales force can provide a personalized one-to-one experience for their customers. To supplement text chat interaction, Diamond.com's representatives are able to push additional product information directly to their customers' browsers. "Diamond.com has blended the convenience of online shopping with a customer-centric sales and service strategy to fuel its success in the market," said Duncan Mackay Duncan MacKay (born 14 July 1937 in Glasgow) was a Scottish footballer who played for Celtic, Third Lanark, Melbourne Croatia, Perth Azzurri and the Scotland national team. Mackay turned professional when he joined Celtic from Maryhill Harp aged 17 in 1955. , CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of !hey. "Implementing !hey's customer engagement technology gives Diamond.com a significant competitive advantage and the tools to drive e-sales." About Diamond.com Diamond.com, based in Fort Lauderdale Fort Lauderdale (lô`dərdāl), residential, commercial, and resort city (1990 pop. 149,377), seat of Broward co., SE Fla., on the Atlantic coast; settled around a fort built (c.1837) in the Seminole War, inc. 1911. , is majority owned by The Steinmetz Group, STI STI systolic time intervals. Ventures, SOFTBANK Capital SOFTBANK Capital is a venture capital group in the United States. See also
About !hey inc. !hey inc. (www.heyinc.com), a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. headquartered in North Andover, MA, provides businesses with multi-channel customer interaction solutions that leverage expertise in call center operations and Web engagement technologies. In September 2000, !hey software inc, and icontact.com, inc. merged to form !hey inc. The company offers applications for Web engagement, live chat, traditional call center and speech-enabled voice, automated Q&A, and e-mail management. !hey's clients range from Fortune 500 companies, such as Microsoft and Hewlett-Packard, to smaller Internet companies, such as Bizfon and America's Choice Healthplans. For more information about !hey, visit www.heyinc.com. !hey is a trademark of !hey inc. !heycenter is a service mark of !hey inc. icontact and NetReps are trademarks of icontact.com. All other products and services are the trademarks of their respective owners. |
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