Sutlej Solutions

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URL - http://www.sutlej.net/
Heading - Live Help Chat Support Service Software
Description - Live help chat call center for websites helpdesk providing 24×7 live chat support ane email management using applications such as liveperson web based call center.

Live Chat: Our industry leading Live Chat Support is aimed at generating additional revenue opportunities and above all reducing the cost of online sales and customer support for e-businesses.
Our specially trained service professionals present a transparent interface to your consumers delivering an uninterrupted 24×7 access to real time customer service and support right on your website.Our outstanding online chat support will result in desirable behaviors such as word-of mouth promotion, willingness to pay a price premium and repurchasing form your website…. Read More >>

E-Mail Support: We can support your customers through email. Our skilled customer service agents have all that it takes to respond to emails with high accuracy, maintaining high service levels with most emails responded within 1 hour from receipt. Our e-mail support service can be used for sales and customer support in addition to technical support. Our email support, just like our other offerings is functional 24/7 …Read More >>

Voice Support: We operate offshore call center, fully equiped to handle your sales campaigns, customer support, technical support, payment verification service 24 hours a day 7 days a week. We can be reached over local telephone numbers for almost all major countries. Your customers will dial a local telephone number in their countries, which will be routed to us, and answered by our agents. Our quality department ensures that the wait times are minimum, and the overall quality of support is superior….Read More >>

Payment Verification: Our Payment Verification Service consists of trained operators who call up each customer (anywhere in the world) using VoIP and manually verify each transaction. Our call logging services also provide an opportunity to record the transcript of the phone conversation in order to prove that the customer actually made a purchase and can’t later deny it as it sometimes happen. Such manual verification reduces the possibility of fraudulent charges, and charge backs to almost 0%, and is cost efficient for all businesses selling online (downloadable or physical goods)….Read More >>

This page has the following sub pages.

• Chat Service
• Payment Verification
• E-mail Support
• Voice Support

Sutlej Solutions has designed a composite portfolio of best-of-breed , fully scalable and tailor made call center services that provide outsourced Live chat and E-mail support Service for your e-Commerce initiatives. We provide services of highly skilled and thoroughly trained operators to serve your business interests. Our contact center solutions combine state of the art technologies with highly trained Sales force for the ultimate customer experience and enhanced sales. LiveSalesman operates an offshore 24×7x365 contact center situated in Lahore, Pakistan-an emerging outsourcing hub…. Read more>>

We are an end-to-end offshore call center service provider, with a composite service portfolio tailored for every industry….Read more>>

Our Team of customer service professionals have diverse industry experience, and are hand picked for each of our clients individually…. Read more>>

Some reasons to hire us:

• No need to mention you business hours as with us your customers queries can be answered 24×7 in Real time.
• Outsource non-core tasks and focus on your core competencies
• Our end to end customer interaction solutions eliminate the need to develop an in-house customer support system, saves the capital investment and time delays associated it.
• Huge cost reductions with greater service availability and enhanced customer service quality
  Custom made pricing plans, full control over the cost.
• Establish a better standard of customer-care using our exclusive specialization in this field.

This page has the following sub pages.

• Useful Links

Our Team

With us you have access to skilled and multi- specialty workforce fluent in English , French and Spanish. Our Team of customer service professionals have diverse industry experience, and are hand picked for each of our clients individually.

Our agents are given extensive coaching customized for your specific business needs as per your guidelines so that they seem like one of your “extended” team members only.We select the operators from your specialized area of business. This not only facilitates the operators having a sound knowledge of products/services offered by you, but also that they would handle your customers in the most appropriate and smart manner. Our highly skilled salesmen have the right mix of patience, and aggressiveness to sell your services.

Most of our tech support agents have certifications such as CCNA, MSCE, A+ and degrees such as B.Tech, B.Sc, Engineering, MCA, BCA etc.

All our voice support agents must successfully complete a rigorous cultural and accent neutralization program and successfully pass a voice proficiency test prior to proceeding to a thorough and focused training specific to your business and products.

Live Chat

Includes: Set-up cost, cost of training, software license and all other costs, no additional charges

24 hours x 7 days - US$1700/month
8 hours x 5 days - US$900/month

Optional: Service Level Agreement to guarantee 99% uptime, or 150% service credit for excess downtime: US$200/seat/month

Phone Support

Includes:Set-up cost, cost of training, software license, incoming phone lines and all other costs, no additional charges

24 hours x 7 days - US$2100/month
8 hours x 5 days - US$1290/month

Optional:Service Level Agreement to guarantee 99% uptime, or 150% service credit for excess downtime: US$200/seat/month

E-Mail Support

Includes: Set-up cost, cost of training, software license and all other costs, no additional charges

24 hours x 7 days - US$1700
8 hours x 5 days - US$900

Optional: Service Level Agreement to guarantee 99% uptime, or 150% service credit for excess downtime: $180/month

Tele-marketing and others

Please email our sales team to get a custom quote based on your needs (sales@sutlej.net)

Payment Verification - Combat Online Fraud

Menace of online fraud

CyberSource Corp.’s Seventh Annual Online Fraud Report reveals that with e-commerce is growing at 20% or more per year, dollars lost to fraudulent orders rose to $2.8 billion in 2005 from $2.6 billion in 2003. Soaring transaction volumes in rapidly growing faceless e-commerce environment pose a major challenge for web merchants to screen more and more online orders- a task which can not be efficiently accomplished with standard Fraud management and verification tools available in the market as fraudsters are becoming more sophisticated and skillful at manipulating any loophole they can exploit. This is evident by high fraud rates that continue to plague e-commerce Web sites. According to a report by Verisign (02/2004) E-commerce merchants reject as “too risky” some 7 percent of all orders placed online during the holidays, with most being turned down because of questionable credit card numbers or suspected identity theft. Since many of those rejections are generated by automated systems, e-commerce vendors miss out on some legitimate sales that were for some reason misconstrued as fraudulent.

61% of consumers say that they have privacy and security concerns that make them hesitant to give out credit card information online.

(Forrester Research 07/2004).

When consumers who have not made online purchases were asked what would persuade them to buy online, 53 percent cited more secure payment options. Payment security was chosen over price by more than a 2-1 margin!( PaymentOne 05/07/2003 ).

The CyberSource Corp.’s survey lays emphasis on the necessity of manually verifying the authenticity of each transaction to prevent fraudulent orders from getting approved . It turns out that only 24% of the 404 online merchants surveyed say they have budgeted to boost manual review staff this year to support higher order volume. For a majority of e-businesses conducting manual review in house is not feasible due to high cost of staffing which results in costly authorization and charge back fees along with loss of inventory.

We verify each transaction manually !

Our Payment Verification Service consists of trained operators who call up (anywhere in the world) each customer using VoIP and manually verify each transaction. Our call logging services also provide an opportunity to record the transcript of the phone conversation in order to prove that the customer actually made a purchase and can’t later decline it as it sometimes happen.

Such manual verification reduces the possibility of fraudulent charges, and charge backs to almost 0%, and is cost efficient for all businesses selling online (downloadable or physical goods).

How it works:

1. After placing the goods/services in the shopping cart, the customer fills out registration form and continues to check out.
2. A message pops-up on the screen requesting the customer to make his/her phone line available.
3. Our operators call the customer up within seconds of receiving the order and professionally introduce themselves as your website representatives. They ask the customer if he/she has placed the order, and verify the credit card details.
4. If the customer confirms placing the order , the operator compares the location of the customer with the location of IP address to further validate the authenticity of the transaction (this procedure is optional and is utilized only at your discretion) . Once the operator is thoroughly satisfied, he allows the transaction to be completed.
5. If the customer denies placing any order, the transaction is immediately blocked by the operator.
6. In the event of mismatching telephone location and location of customer’s IP address depending on your website’s rules and regulations, the customer either aborts checkout procedure or asks customer if he/she want to try again.
7. If the operator fails to establish a telephone connection, an error message pops up on the screen and requests the customer to try again. The Entire process takes between 1-2 minutes and efficiently plugs “profit leaks” in terms of valid order rejection and fraud acceptance.

Phone Support / Tele-Call Center Support Service

We will be there to greet your customers when you are not

To excel in today’s global and competitive marketplace it is essential not to meet but exceed customer expectations. Providing easy access to your services 24×7 goes a long way in establishing the credibility of your business with your consumers.

Sutlej Solutions’s voice support provides businesses with the industry leading telephone-based support solution to meet your unique business needs for a fraction of the cost of maintaining a call center of your own. Sutlje Solution can rapidly deploy a scalable, multi-lingual telephone-based support service which seamlessly integrates in your customer contact stream increasing efficiency while reducing the cost phenomenally!

Our highly skilled call center agents expertly respond to your customers’ orders, shipping and billing inquiries, return requests queries according to your company’s guidelines. They alleviate customer concerns, take orders, or simply answer questions about your products or services- all on 24×7x365 basis. This implies your customers can access information and, most importantly, make purchase decisions at their convenience.

With us you can tap into a large pool of highly skilled operators, with excellent command over English language with the right mix of patience, and aggressiveness to sell your services. We can also provide Multi-lingual support in English, French, Spanish. All our agents must successfully complete a rigorous cultural and accent neutralization program and successfully pass a voice proficiency test prior to proceeding to a thorough and focused training specific to your business and products. Additional ongoing training is often required and is completed on a regular basis.

We have dedicated quality assurance process consisting of real time daily monitoring of each agent’s sales and customer service performance. Transcripts of all chats can be sent for your review or as confirmation that queries are answered correctly.

We have the ability to provide local telephone number (which will be routed to our operations center in India) in most major countries including the United States, Canada, United Kingdom, France, Austria, France, Spain, Italy, Belgium, Ireland, Germany, Sweden, Israel, Switzerland and many more countries.Our offshore outsourcing call center services include:

• Customer Support
• Order Taking
• Payment Verification
• Information Delivery
• Message Taking
• Tele-marketing campaigns

Sutlej Soltution’s E-mail Support - We pay closer attention to your inboxes

Replying to E-mails can eat into your precious time, which can be better utilized to focus on your core business activities with strategic importance. Now Sutlej Solutions can also follow up your e-mails and customer queries on your behalf. This service ensures that your customers are replied to promptly.Our highly skilled personnel keep the response times as LOW as one hour to meet the commitments you’ve made to your customers. By offering timely,consistent and expedient responsive support, you will improve customer satisfaction, customer loyalty and online sales. Our e-mail support service can be used for sales and customer support in addition to technical support. Our email support, just like our other offerings is functional 24/7.

Why is E-mail support so important?
A report by Robyn Greenspan in Click Z stats says

“E-businesses looking for a competitive edge, customer loyalty and high satisfaction scores should be prompt with e-mail replies. Research is finding that e-mail response rates among online companies leaves a lot to be desired.”

Results from a survey by CustomerRespect.com revealed a lackluster response times from e-businesses. The survey found that 83 percent of the companies that were studied did not issue an automated acknowledgment; 13 percent sent an auto-response and followed up; and 4 percent automatically responded but did not follow up. Most of the websites offer no reply to a general inquiry submitted to their Web site, despite offering either an online form or e-mail contact details for inquiries. Simple auto-response acknowledgment with the help of technological tools available to e-businesses can not set a customer service standard as they do not answer customer’s questions and erodes customer’s trust in you. It doesn’t bode well for customer satisfaction and is indicative of a bigger problem in the form of the business lost by the websites due to this because customer’s interest in doing business with you wanes. This problem is more prevalent in small and medium businesses as due to lack of resources they can not afford expensive dedicated manpower to take care of queries which come through -emails. It is better for them to get it done on an outsourced platform like liveslaesman which has an exclusive specialization in the field of customer care. Improved customer satisfaction inevitably leads to enhanced business while keeping support costs to a MINIMUM with us!

How do we work?
We can support your customers through email. Our skilled customer service agents have all that it takes to respond to emails with high accuracy, maintaining high service levels with most emails responded within 1 hour from receipt. Our e-mail support service can be used for sales and customer support in addition to technical support. Our email support, just like our other offerings is functional 24/7.Our professional and highly skilled operators read and respond to your customers’ email comunications with most appropriate and accurate responses immidiately. Given acceptable workload factor, all emails are processed and responded to in less thanone hour’s time, something we are proud of. Our operators work round the clock (24×7) to ensure that your customers get the replies just when they need it the most. We work on a variable-cost model basis just to suit your business requirements and embrace considerable client direction in how to interact with their customers.

Leveraging Technology for the ultimate customer interaction experience

Push Pages: Our chat agents can thrust images and specific pages with more product information in the visitor’s browser. Sending visitors directly to the pages they’re looking for and guiding them to pages for cross-sell offers shortens the sales cycle, reduces abandonment and increases average order size. This innovative feature also eliminates the need for customers to type potentially cumbersome and difficult-to-spell URLs

Co- Browsing: Taking advantage of the Co-browsing feature, our agents escort your visitors through your website and give explanations when viewing pages from the same vantage point as the customer which leads to an enhanced on line shopping experience.

ACD Routing System: The software we use is equipped with ACD/Routing System which automatically distributes requests and inquiries to queues and appropriate agents based on parameters, such as skill group, agent level, volume and availability.

Multi skill levels: To ensure load balancing and efficient, accurate service, we have Multi skill level agents . Chats can be escalated (transferred) to higher level in real time in case of assistance and hence improves the likelihood of a visit culminating into a sale! .

Form Sharing: Our agents leverage Form Sharing feature to fill out forms together with your visitors. They assist them in completing and submitting challenging forms. Our agents take your visitors through the form and supply step-by-step instructions so visitors experience a more streamlined sales and ordering process.

Multiple Chat Handling: One agent can assist several online visitors simultaneously, which reduces customer hold times to talk to a real person and ensures that you do not miss any opportunity to make a sale!

SSL Encryption: Sutlej Solutions’ Chat Service uses software which is equipped with SSL Encryption ( Secure Sockets Layer (SSL) protocol) to keep customer-sensitive data, such as financial information and credit card numbers, completely secure. Designated-sensitive communications are transferred over an SSL connection, which uses a private key to encrypt data.

Personalized experience and Enhanced sales: In today’s automated age, many users “just want to talk to a person!” - so instead of only supplying computerized FAQs or written documents, the customers want to be able to communicate directly with a human being. With Livesalesman on your website you can simulate the same experience for your customer that they would have felt if they were to visit your brick and mortar stores. You can greet them when they enter. You can assist them in real time and help them navigate through your site, and can provide consultation on your product and inform them about limited-time merchandising “specials” or offers to effectively cross-sell other compatible products as and when possible and appropriate. Personalized nature of the job reduces doubts in the minds of a customer about the authenticity of a website or the products you are selling on them.

Immediate assistance: Unlike with telephone conversations, with instant online support one agent can handle Multiple chats and thus assist several online visitors simultaneously, which reduces customer hold times.

Round the clock: Our service professionals are available round the clock at the click of a mouse to provide instant answers and resolve customer queries in real time and hence adds another important quality dimension on your website ensuring that not even a single visitor is returned unattended at any hour.

Huge Cost reductions:Outsourcing your live chat support would pull down your cost factor phenomenally as it will help you to cut your monthly toll free and telephone costs. It elminates the need to develop an in-house customer support system and saves the capital investment and time delays associated with hiring expensive staff to answer your customer’s questions, costly telecom equipments, toll free numbers, office space and ongoing training etc. to meet the changing the demands of your clients.

Long-term profit: Outstanding online chat support will satisfy or even delight your customers and enhance their loyalty, resulting in desirable behaviors such as word-of-mouth promotion, willingness to pay a price premium and repurchasing from your website.

Full control over quality: Transcripts of all chats can be sent for your review or as confirmation that queries are answered correctly.Our quality assurance process consists of daily agent monitoring sessions to ensure that high performance levels are being maintained.

Globally accessible: Unlike telephonic support, Live Chat support is globally accessible across geographic boundaries, crossing all the time zone barriers providing a unified customer support platform for real time trouble shooting in English.

Live Chat Service - We bolster your brand, mirror your culture and strenghten your identity with each customer interaction.

Our specially trained service professionals present a transparent interface to your Consumers delivering an uninterrupted 24×7 access to real time customer service help and support right on your website. Their one on one interaction with your website visitors instills confidence in indecisive first-time customers and bolsters the trust of your old customers by showing them that a quality help is just a click away, any hour of the day, any day of the week. With us you can retain those thousands of customers who abandon your site due to unavailability of help.

Our offering is a comprehensive service that includes CRM implementation, operators recruitment and training, offshore operations, reporting and analytics. Sutlej Solution’s Live Chat application is equipped with advanced Features to create an unsurpassable online experience for your customers. Incorporation of Sutlej Solution’s Live Chat has numerous Benefits that help you establish better customer care standards for just a fraction of the cost that you would have paid to run your own call center or even for what our competitors would charge you!

Learn more about our Live Chat Solutions:

Benefits of Live Chat
Features of Live Chat

You can Use Sutlej Solution’s Live Chat for..

Website Greeters:Turn your website visitors into customers
Our highly skilled representatives greet your visitors when they visit your website and assist them through their entire stay. They help them navigate through your site. We will function as a helpline to do away with any confusion the buyer might encounter about the product you are selling and a complaint department customers turn to with questions and problems. Our agents expertly utilize access to real-time customer history and other key data like web visitor activity and behavior patterns while providing assistance. Increased customer interaction translates into improved customer satisfaction and generation of incremental revenue per customer. Employing our efficient salesmen on your website also helps you foster relationship with your customers for sustained long term growth.

Chat in Ad: Maximize ROI on your online advertising with a live salesman who chats with your visitors in your Ad unit
Employing best techniques for driving qualified visitors does not guarantee that visitors will convert. Integration of Sutlej Solution’s live chat in your ads (banner,pop-ups etc), creates a dynamic, one-on-one interactive sales environment within an online ad-unit. Our Chat Agents adeptly engage your customers in a live dialogue . They capitalize on that initial interest expressed by your customers in your product; professionally pitch the features and benefits of the product; politely answer in real-time the questions your customer may have and will continue the selling job where the ad left it, and eventually crystallize the sale-just like those astute salesmen do in mortar and brick stores!

Benefits of live chat in an ad unit:

• An online ad is just another form of mass advertising but inclusion of Sutlej Solution’s live chat in your ads transforms that mass advertising into personal selling on an individual level in an online environment for better conversion.
• One to one marketing helps you advertise a broader array of services and products through an online salesmen while an ad usually targets a particular product or offer. While chatting with your customers our salesmen can unveil more offers or products relevant to your customer’s interest which the landing page does not talk about.
• Our Live Chat Agents can offer better customized services to your customers. This is specially beneficial for travel websites as they can offer tailor made travel packages and deals just the way your customers need.
• Presence of Sutlej’s Live Chat Service in your ad unit results in higher click through, quicker customer feedback, an effective marketing campaign with increased ROI.
  An ad banner with a link custom branded chat window helps you position yourself as a customer oriented and interactive company.

Customer Service: Assist your customers instantly
Our skilled customer service representatives can assist Your customers with their problems and issues in real time and with utmost professionalism. Our agents have experience in handling billing, product support, status updates and other functions related to customer service. Technical Support:Troubleshoot problems in real time
Our skilled technicians are capable of handling tech support for the most internet based services, softwares, computers and peripheals, networks and a variety of other products. Our agents are equipped with modern training and research facility. Most of our tech support agents have certifications such as CCNA, MSCE, A+ and degrees such as B.Tech, B.Sc, Engineering, MCA, BCA etc.

Exit Chat:Reduce shopping cart abandonment
Amidst an increasingly competitive online environment it is difficult to reduce shopping cart abandonment. Sutlej Solution’s Chat Service targets those visitors who have expressed interest in a particular product , research and browse about it on your website but do not purchase. Our chat agents identify such prospects based on visitor behavior, customer profile, time spent on site, time spent at a specific product and purchase history(if any) and engage them proactively in a personalized live chat session at the most crucial time- when they exit from the product page. They utilize offer discounts, personalized promotions relevant to their interests, reduced shipping charges and other incentives (all pre-approved by you) and use their marketing expertise to entice your customers to complete the transaction.

Check out attendant: Facilitate check out Process and save the sale
Studies reveal that a large chunk of customers abandon shopping cart (purchase or registration process) during the form filling process frustrating the online retailer Reasons range from confusing terminology and unexpected shipping costs to a complicated checkout process and security concerns. Incorporation of Sutlej Solution’s Live Chat Service drastically reduces abandonment rates during the check out process. Our agents offer assistance to your customers at this critical time before they leave your site and facilitate form fill out process. They reassure them about the security aspect, reduce or waive off shipping charges or offer other discounts at their disposal to save the sale.

Maximize Registrations:Increase registration on your website
Our skillful agents help you generate registrations which are vital for websites that require their members to be registered on their sites. Our agents convince your site visitors to sign-up by explaining the features and benefits of being registered as a member on your site. This inevitably leads to lower abandonment rates and augments your member list at a low cost.

Customer Retention:Minimize cancellations on your website
E-commerce websites that sell subscription based services face the challenge of retaining those thousands of customers who cancel their subscription either after availing the free trail period or using the service for a short while. Deploying our salesmen on your website is a cost effective mechanism to retain those customers. Our agents are especially trained in customer loyalty and retention strategies. Our agents initiate a real time dialogue with your customers who come to terminate their subscription on your website and find out why they want to cancel. Based on that our agents offer incentives and creatively use their persuasive skills to ensure that you do not lose your customers.

Lead Generation:Generate leads at a low cost
A comprehensive database furnished with valuable and relevant information from site visitors can be instrumental in executing a successful marketing campaign. Extracting personal information out of customers is a formidable task which our agents accomplish proficiently. They engage visitors in a live personalized chat , explain them the benefits of sharing personal information and also assuage their concerns about data privacy and security. Thus it dramatically reduces the cost of acquiring info for qualified leads and expands your database of potential customers.

Cross sell and Up sell:Maximize the order size
Our Chat Agents can provide consultation on a product line, suggest compatible products, and present limited-time merchandising “specials” or offers to maximize order value. The offers selected are premised upon various factors like demographics of visitor, visitor behavior etc. It can be one of your products that fits customer’s needs or a third party offer.

This page has the following sub pages.

• Live Chat Benefits
• Live Chat Features

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Our Company�
Sutlej Solutions Pvt. Ltd. is a part The Human Team.  We are a zero debt, fully self funded company. We are already 3 years into call centre and e-commerce outsourcing services, with a proven track record of success with some of the largest and most popular organizations worldwide.

Our Team
With us you have access to skilled and multi- specialty workforce fluent in English , French and Spanish. Our Team of customer service professionals have diverse industry experience, and are hand picked for each of our clients individually.

Our agents are given extensive coaching customized for your specific business needs as per your guidelines so that they seem like one of your “extended” team members only.We select the operators from your specialized area of business. This not only facilitates the operators having a sound knowledge of products/services offered by you, but also that they would handle your customers in the most appropriate and smart manner. Our highly skilled salesmen have the right mix of patience, and aggressiveness to sell your services.

Most of our tech support agents have certifications such as CCNA, MSCE, A+ and degrees such as B.Tech, B.Sc, Engineering, MCA, BCA etc.

All our voice support agents must successfully complete a rigorous cultural and accent neutralization program and successfully pass a voice proficiency test prior to proceeding to a thorough and focused training specific to your business and products.

Infrastructure
We have self owned ‘A class’ constructed building with 20,000 Sq. feet area available. Our WAN (Internet) connectivity is fully redundant with the entire network including last mile to the building on Fibre Optic

Equipment
We have over 50 workstations, allied equipment such as firewalls, routers etc. All our equipment is new, well maintained, and state-of the art.

Security
Our building is guarded with professional security guards 24×7. Our network is behind strict firewalls. All employees are frisked at the time of leaving the premises