Radiator.com’s Online Conversions Take Off with Solution Powered by eStara

 

Retailer Uses Unique Multi-Channel Customer Service Approach to Boost Conversion Rates and Deliver Leads to Franchise Locations

 

Reston, VA (July 2, 2007) – eStara, the leading provider of proactive conversion solutions for enhancing online sales and support initiatives, today announced that Radiator.com has raised its online conversion rates to 35-40 percent – up from just 1-2 percent –  in part by integrating eStara Click to Call into its online lead program.

 

Radiator.com, the online outlet for 1-800 Radiator, an auto parts distribution franchise and the largest independent parts distributor in the nation, had determined that conversion rates were dramatically higher when customers called a franchise over the phone as compared to online.  The challenge for the company was finding the best way to escalate visitors from the Web to the phone,  while providing a seamless transition and brand experience.

 

Using an automated chat system embedded on its site, the company gathers consumer information and relevant vehicle information, such as model, year, engine size and customer location.  After providing details in the chat window, the customer is asked if they’d like an expert to contact them about a quote. 

 

The customer is prompted to enter his or her phone number into the chat window and eStara Click to Call launches a call, immediately connecting the consumer to their local 1-800 Radiator franchise.  Upon receiving the call, the 1-800 Radiator agent gets a screen pop showing the information the customer had entered into the online chat window about their vehicle, enabling the agent to provide much more efficient service and deliver a continuity of experience for the customer.

 

“We strive to make the radiator buying experience as smooth as possible for our customers,” said John Thys, director of sales and marketing at Radiator.com.  “What we’ve found is that the phone is the best way to drill down on the needs of the consumer and find the right products to suit their needs.  eStara gives us a unique way to escalate Web visitors to the phone to speak with an expert, and deliver the information entered online directly to the business.”

 

“When it comes to complex purchase decisions, nothing beats the power of the human voice for closing the deal,” said John Federman, CEO, eStara.  “Radiator.com has discovered a great way to use the power of Click to Call to put customers in touch with sales agents instantly, and leverage the information they’ve entered online to help close sales faster.”

 

About eStara:

 

eStara is a leading provider of proactive conversion solutions for enhancing online sales. The world's most recognized brands -- including Continental Airlines, DaimlerChrysler, Dell Financial Services, and Superpages.com -- leverage eStara's OnDemand services to engage customers with the right form of contact at the right time to increase revenue, reduce website abandonment and improve customer satisfaction. eStara is a wholly owned subsidiary of ATG (Art Technology Group, Inc., NASDAQ: ARTG). For more information, visit www.eStara.com.

 

This press release contains forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. Further details on these risks are set forth in ATG's filings with the Securities and Exchange Commission. These filings are available free of charge on a website maintained by the SEC at http://www.sec.gov. Additional risk factors related to the subject matter of this press release include: the possibility that eStara’s product and service deployments will not be successful, on time or significantly enhance the user's Internet experience; the need to adapt to rapid changes so products and services do not become obsolete; the possibility of errors in eStara’s software products and services; the possibility that eStara’s offerings will not enhance its customers’ online sales or otherwise provide the expected benefits to its customers; and the possibility that eStara's product strategy may change in the future. eStara and ATG undertake no obligation to update any of the forward-looking statements after the date of this press release.

 

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