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Independent Study Finds ATG Live Help Generates 304 percent ROI for E-Commerce Sites

^{Published on 2010-09-22 04:50:51 - Market Wire}
 

CAMBRIDGE, Mass.--([ BUSINESS WIRE ])--[ ATG ] (Art Technology Group, Inc.) (NASDAQ: ARTG), the premier provider of cross-channel [ commerce solutions ], today announced the results of an independent study by Forrester Consulting that illustrates that [ ATG Click to Call ] and [ ATG Click to Chat ] deliver a 304 percent risk-adjusted return on investment (ROI) and a payback period of just 36 days when deployed together on e-commerce sites.

"The Total Economic Impacta" Of Click to Call and Click to Chat"

The commissioned study, which was conducted by Forrester Consulting on behalf of ATG, was developed from interviews and information provided by six current ATG Live Help customers, including three large online retailers and three leading online travel sites. This data was used to create a composite, reference e-commerce site and calculate the total economic impact of ATG Live Help by measuring the combined impact of ATG Click to Call and Click to Chat on site conversion rates, average order values, and recovered revenue due to site errors.

Forrester Consultinga™s [ aThe Total Economic Impacta" Of Click to Call and Click to Chata ] report discovered that the composite organization achieved:

• Improved results using proactive versus reactive live helpa" The composite organization experienced higher conversion rates when deploying live help proactively to consumers, illustrating the value of dynamic, rules-based deployments. Notably, the interviewed ATG customers reported a 40 percent site conversion rate for proactive Chat and a 26 percent weighted average conversion rate for reactive and proactive Chat.
• High incremental conversion rate a" The composite organization achieved an 88 percent incremental conversion rate on Click to Call and Click to Chat orders.
• Recovered revenue from site related issuesa" Click to Call and Chat helped the composite organization recover lost revenue by resolving site problems faster. Customers cited the ability to use real-time Chat, Call and Web analytics data from ATG to pinpoint specific site issues and fix them more quickly, recovering a percentage of lost sales.
• Incremental revenuea" By leveraging both Click to Call and Click to Chat, the composite organization rendered more than $1.9 million in total benefits ($1,467,248 net present value) over a three-year period.

aThis study underscores that a best-in-class, integrated Live Help solution deployed with proactive rules and integrated analytics has moved from anice to havea™ to amust havea™ for any and every e-commerce site. Data continues to show that consumers buying products and services online want the choice of communication channels to get help, and this study now proves the business value of offering that choice,a said Ryan Hoppe, director of product marketing for ATGa™s Live Help product line.

Hoppe will join Jon Erikson, principal consultant at Forrester Research, to discuss these findings in a free webinar on Oct. 16 at 1 p.m. EDT. [ Click here ] to register for the webinar and receive log-in instructions.

To learn more about ATG Click to Call and Click to Chat, visit [ www.atg.com ]. [ Click here ] to download the Forrester Consulting study.

About ATG

ATG (Nasdaq:[ ARTG ]-[ News ]) provides the most advanced cross-channel[ commerce software ]and services to fuel the growth of the world's best brands. Offering the industry's leading commerce solution, ATG works in partnership with clients to drive sales via a personalized customer experience - unifying and optimizing interactions across the web, contact center, mobile devices, social media, physical stores, and other key channels. Exclusively focused on online and cross-channel commerce, ATG is uniquely capable of powering the most innovative and successful commerce experiences, with results that outperform industry norms. ATG Commerce is the commerce platform and business user application solution top-rated by industry analysts for powering results-driven, personalized, and innovative e-commerce sites. ATG's platform-neutral optimization solutions for[ live help ],[ lead performance ], and[ product recommendations ]can be easily added to any website to quickly and measurably grow revenue, boost loyalty, and unlock profits and insight. ATG is headquartered in Cambridge, Massachusetts, with additional locations throughout North America and Europe. For more information, please visit[ http://www.atg.com ].

© 2010 Art Technology Group, Inc. ATG and Art Technology Group are registered trademarks. All other product names, service marks, and trademarks mentioned herein are trademarks of their respective owners.

This press release contains forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. These statements involve known and unknown risks and uncertainties that may cause ATG's actual results, levels of activity, performance or achievements to be materially different from any future results, levels of activity, performance or achievements expressed or implied by such forward-looking statements. Important risk factors affecting ATG's business generally may be found in its periodic reports and registration statements filed with the Securities and Exchange Commission at [ www.sec.gov ].