POST-TRANSACTION REVENUE SOLUTIONS

Automated Chat Support - Optimized for Continuity Programs

PRESENT, ASSIST & CONVERT
Automated SmartAgent® chat technology has allowed hundreds of innovative
eBusinesses to deliver additional benefits to their customers in a friendly, helpful and
cost-effective manner. Our proprietary chat technology is custom programmed for each CHAT OFFERS
client to present targeted customers with a unique offer, answer their buying questions, CONVERT 2-5X
and complete the purchase. Utilizing an Advanced Natural Language Parsing Engine,
SmartAgent® understands customer questions at the structural level and provides
BETTER THAN
client-approved responses to help drive the sale and enhance the customer experience. STATIC OFFERS
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1 Present 2 Assist 3 Convert “The people at UpSellit are easy to

Custom business rules target
specific visitor segments to
present the right offer to the right
customer at the right time.
SmartAgent® provides immedi-
ate, accurate answers to 10 or
10 million customers simultane-
ously.
work with, responsive, and great at
Clients can choose to complete
the purchase within the chat, on what they do.”
a new web page or over the
phone.
–Marketing Manager, PetCareRX

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“The UpSellit solution has been a

great addition to Cyber Defender’s
marketing strategy.”

–VP of Marketing, CyberDefender

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PRESENT exactly how you want to.
UpSellit.com partners with its clients to develop custom benefits that are marketed to
specific customers and presented in an effective, engaging experience. Every aspect
of each campaign is completely customizable and undergoes continual optimization to
“We have the added flexibility to
ensure the strongest performance and best client return.
make changes to our messaging, as
well as the timing of the
communication, each of which are
critical to our success.”

Customer Targeted Customized –VP of Partner Sales, LifeLock

Benefits Traffic Engagement

UpSellit.com partners with
Affinion to custom tailor loyalty
solutions that meet the clients’
specific needs.
Sample Programs:
Airline Rewards
National Retailer Discounts
Debit Card Programs
UpSellit.com tracks customer
sessions in their entirety. This
allows customers to be targeted
or filtered by a myriad of data.
Sample Data:
Customer Value to Date
Current Purchase Value
Previous Site Visits
Geographic Location
Traffic Source
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We have tested and optimized
countless engagement settings
to find the perfect approach for
“Our account manager, Brian, not
your customers.
only made himself readily available,
Sample Configurations: but also worked diligently to
Voice-Over-Chat maximize results.”
Animated Chat Window
Countdown Timer
Supplemental Video –Senior Marketing Analyst, CPAP
Various IM Styles
Pre-Chat Invitations & Alerts

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ASSIST millions of people simultaneously.
SmartAgent® automated chat allows for incredible scalability and surprising accuracy.
Both the Advanced Natural Language Parsing (NLP) engine that powers SmartAgent®’s
question recognition and the knowledge base that supplies the client-approved responses
“Our customers love our
have been in constant development and optimization for the last ten years, bringing you
SmartAgent® and so do we.”
the most sophisticated automated sales chat on the web.
–Founder, Gourmet Station

How SmartAgent® Works: .......................................................

“We’ve been repeatedly amazed

?
at how well our chat agent
recognizes and correctly responds
to our customers’ questions.”
Customer Syntax Advanced
Questions Identification NLP Engine –Founder, 1-800-Junk USA

A:
Agent Knowledge Response
Response Base Calibration

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CONVERT your customers your way.
Every eBusiness is unique and deserves an equally unique way of closing sales.
UpSellit.com offers a multi-faceted approach to collecting the final conversion information.
The techniques outlined below may be defined by customer behavior, time of day, or
simply the client’s preference.

In-Chat Push to a Escalate Pre-Qualified

Short Form Landing Page to Live Chat Call-Ins

Specific business rules
automatically extend a
data-collection form from the
bottom of the chat window to
quickly and easily process a
secure conversion.
Specific business rules can
either automatically redirect
customers to a new page, or
simply offer an in-chat hyperlink
that directs customers to a
unique landing page to complete
the conversion process.
The feature-rich live agent
interface, Hybrid Chat, allows
SmartAgent® conversations to
be seamlessly escalated to live
operators with the complete
chat transcript and session data.
Sometimes, talking to an
operator over the phone is the
best way to increase customer
value. UpSellit.com’s
SmartAgent® chat has proven
highly effective in driving
customer call-ins.

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CASE STUDY Post-Trans / Chat-to-Phone
UpSellit.com partnered with Affinion Group to provide eCost with a post-transaction
+
continuity program that utilized SmartAgent® automated chat to introduce the offer,
answer FAQ’s and encourage the customer to call-in. The results are impressive.
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PERFORMANCE STATS:
1 Present 2 Assist 3 Convert

STRATEGY SPECIAL OFFER CALL-IN Call-In Rate: 2.87%

When a targeted eCost customer
arrives at the order receipt page,
they are invited to chat with an
automated agent after 5 seconds
of inactivity.
When the customer accepts the
chat, a countdown timer begins
and SmartAgent® introduces the
limited-time offer.
TRAFFIC SEGMENTS
The eCost chat campaign did not
present to international custom-
ers or customers who had already
been presented with the offer.
The custom SmartAgent®, Jenny,
explains that as a special thank
you eCost would like to offer the
customer $10 cash back on their
purchase and a free trial in a
shopping rewards program.
KNOWLEDGE BASE
The campaign’s custom
knowledge base was designed
to provide limited responses and
urge the customer to call-in for
more information. Multiple
openers and rebuttals were
continually tested and optimized
throughout the campaign.
Affinion provided a unique
toll-free number for a 24-hour
call center where highly trained
telephone operators were able
to convert warm leads into
additional sales and increased
customer value for eCost.
Primary Sales Rate: 19.36%
UpSell Conversion Rate: 54.79%
Overall Conversion Rate: 29.97%
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CAMPAIGN STATS:
Client URL: eCost.com
Case Study Start: 10/1/10
Case Study End: 11/1/10

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ABOUT UpSellit.com
USI Technologies formally launched UpSellit.com in 2005 to provide eBusinesses with
automated sales and support chat agents capable of answering FAQ’s while upselling
SELECT PARTNERS
products or services. Within its first three months, UpSellit.com was profitable and had
12 of Over 200 Chat Partners
partnered with a variety of e-commerce clients and was generating measurable lifts in
revenue while capturing valuable customer feedback.

SmartAgent® Reporting Client Services

10 Years in Development Advanced Visitor Segmentation Dedicated Client Services Team

700 Custom Configurations Extensive Calendaring Ongoing Campaign Optimization

35,000+ Custom Responses Prebuilt & Custom Reports Regular Performance Reviews

7 Million+ Conversions Complete Chat Transcripts 24/7 Monitoring & Support

$550 Million+ Customer Sales Export to PDF, Excel & Word Complete Client Control

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GETTING STARTED
1 Strategy Meeting Aligning Features with Objectives

UpSellit.com offers a long list of features and capabilities. Each feature and capability aligns
CONTACT US
with particular objectives and business operations. In the strategy meeting we discuss and
outline campaign goals, desired user experience and key performance indicators.
UpSellit.com
(866) 504 9619
5655 Lindero Canyon Road, Suite 702
Westlake Village, CA 91362
2 Configuration Review Everything is Tested & Client Approved

Every SmartAgent® automated chat configuration and knowledge base is thoroughly tested .......................................................
by our client services department and then reviewed, tested and approved by the client.

Jeremy Aaronson | Director of Sales

JAaronson@UpSellit.com
Y!: Raleigh11
3 Implementation Copy & Paste
O: (805) 322 1522
No matter how complicated your chat configuration, the campaign is deployed by simply F: (805) 435 0330
pasting one line of Javascript on the pages chat is available, or simply in the global footer.
UpSellit.com provides a completely hosted solution, however the client may also host the
chat upon request.

4 Ongoing Monitoring & Optimization Client Services

Based on the clients’ wants and needs, we schedule regular account reviews to track and
measure performance of the overall campaign as well as individual split-tests.

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