Soft Surroundings, a catalogue and online retailer of apparel, bedding, and beauty products for busy women of all ages, has selected Talisma Proactive Chat in order to increase the efficiency of its agents and improve the overall experience of its customers. Talisma Corporation is a provider of the Customer Interaction Management (CIM) software solutions and has offices located across Asia-Pacific, Europe, and North America.

Already a user of Talisma CIM solutions, Soft Surroundings is seeking to improve sales closure rates by proactively engaging customers during the shopping process. By using Talisma Proactive Chat, Soft Surroundings hopes to be able to increase its sales by engaging high value customers or prospects at their moment of need, executing up-sell / cross-sell campaigns, reducing Web site and shopping cart abandonment, delivering relevant, personalised real-time offers.

Jim Manno, Contact Center Operations Manager of Soft Surroundings said, “The comprehensiveness of this solution, coupled with our long-standing satisfaction with other Talisma Customer Interaction Management tools, helped make Talisma the obvious choice.”

“Our experience powering 4 out of the 5 largest commercial chat implementations worldwide has proven that proactive chat is critical to succeeding in today’s online retail marketplace and that it can significantly improve the customer experience,” said Dan Vetras, President & CEO of Talisma. “While there are other proactive chat offerings on the market, the advantage Soft Surroundings has is that our offering is tightly integrated with the rest of our CIM suite like email, a self- service knowledge base, and VoIP, providing a set of innovative solutions that will enable them to effectively serve their customers both reactively and proactively across a range of channels,” he added.