"Up to 67% of online shoppers who get as far as putting items in a virtual shopping cart abandon the process before checking out." Forrester Research "Thanks, hey, I love this online chat function. Well done!" First-time customer using iConnect's conversational chat

Adding Instant, Personal Contact to eBusiness Transactions iConnect™ allows a customer browsing a web site to be instantly connected to a service representative with the click of a button. Once connected, the representative can visually interact with the customer — using standard browsers — while simultaneously talking to the customer on a telephone, using text chat, or VoIP (Internet phone). There are numerous products on the market that offer a simple chat interface. iConnect, in contrast, provides services and features designed for sophisticated call centers, but scaleable down to single-person offices. iConnect offers capabilities unique in the industry, including: Two different chat interfaces: a full-duplex conversational style of chat that boosts efficiency, as well as the classic interleaved chat format. A full network ACD capability with skills-based routing and alerting of service reps by Internet, telephone or pager. Instant, drag-and-drop sending of a wide variety of HTML and non-HTML files. Sharing of interactive forms between agent and client using standard HTML forms with no code changes. Agent-directed co-browsing, client-directed co-browsing and application sharing using virtually any web pages and applications. Launch of iConnect from a website using a standard HTML form with any number of fields, without special administrative or website changes. Using iConnect for eBusiness or eSupport A user browsing a web site desires personal assistance. For example, he wants more specific information or needs help in completing an order form, ... or she is having touble finding the information she needs on the company's web site, or can't solve the problem herself using the FAQ posted on the company's product support page. Initiation of Alert. Where help is needed at the website, the customer selects from a range of options indicating how he/she wishes to communicate with the service representative (e.g., telephone call back, interactive chat, Internet phone). The customer can also provide additional information about the nature of the request, which will be automatically forwarded to the service representative ("agent") along with the alert. The customer then clicks on the iConnect button on the web page. Intelligent Alerting. The information supplied by the customer along with information automatically gathered by iConnect — such as the web page from which the alert is originating and the type of browser being used by the customer — is posted to one of Roaring Pine's network servers via the Internet. The alerting server examines the information sent, looks up routing information based on various parameters that have been configured by the business, and then notifies the appropriate agent — either via the Internet with an alert dialog box and ringing at the agent's PC or via a phone call to the agent's telephone or pager. iConnect's Intelligent Alerting mechanism provides the functionality of a sophisticated "soft" ACD. Connection Setup. Once the agent accepts the alert, iConnect sets up a data connection between the customer and agent in conjunction with a phone call back, text chat on the Internet or an Internet phone session. The complete set-up process happens in seconds. Data Sharing. Once connected, iConnect allows the service representative and the customer to share visual and other information via the Internet — using standard browsers — while communicating with each other using phone, VoIP or chat. Using predefined information, or information obtained "on the fly" from anywhere on the Internet or the company's intranet, the agent can provide the customer with requested information, move around the web together, or even jointly fill out a form, where each party can review and edit the entries of the other in real time.   A service rep is alerted when a customer needs assistance. The page being viewed by the customer and other customer data are included in the alert. Then, using pre-defined pages or information grabbed on-the-fly, the representative can share visual information with the customer, co-browse, or jointly fill out a form.