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Kiko Selects Brightware to Guide Students and Teachers Through Online Learning ProcessEducational Company Implements Brightware to Provide eCustomer Assistance for its Growing Base of UsersNOVATO, Calif. - September 6, 2000 - Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced that Kiko (Knowledge In, Knowledge Out), the teaching and learning company, has implemented Brightware’s Email Assistance 4.0 application to provide superior eCustomer service and e-mail support to its teaching and learning community. Kiko is using Brightware Email Assistance 4.0 - part of the industry-leading Brightware 2000 suite of eCustomer Assistance products - to respond to online questions from its user base regarding membership, lesson creation and use of the Kiko Global Learning Library. With Brightware, Kiko provides unprecedented assistance for K-12 students and teachers seeking supplemental learning online, while reducing costs by greatly reducing the need for phone support.Established in 1999, Kiko provides powerful tools making possible the transfer of knowledge from one person to others using the Internet, enriching the learning experience for all. As part of a collaborative educational community, site members can tap into a comprehensive library of free educational links and lessons, as well as create their own unique lessons, such as “2000 Olympic Games” (http://www.kiko.com/mmonahan2/2000-olympic-games-introduction) and “Harry Potter and the Sorcerer's Stone Quiz” (www.kiko.com/hphan/harry-potter-and-the-sorcerer-s-stone-quiz). Through the design of its online forum, Kiko allows anyone interested in sharing knowledge to exchange information and skills, ultimately expanding each learner’s scope beyond the classroom. Before using Brightware, Kiko formerly responded to user questions ranging from how to register online to how to find and create specific lessons online via a call center. Kiko, however, realized it had a need for a more effective eCustomer Assistance solution to heighten customer interaction over the Web and reduce the internal costs of phone support. After reviewing a number of eCRM vendors, Kiko selected Brightware for its ease of integration, flexibility, pricing and comprehensive product solution. Another important factor was Brightware’s intelligent automation technology, which automatically understands incoming inquiries, and then selects the best response for representatives to review, click and send. This system frees up representatives’ time to respond to more complex questions. “We are dedicated to providing best-of-breed education resources and tools, along with superior eCustomer Assistance for our users,” said Kevin Vogt, president of Kiko. “Brightware’s sophisticated knowledge base will take us farther than our competition by allowing us to offer a completely automated solution that responds immediately and accurately to our users. Our goal is to provide personalized service to our customers from every touchpoint, and with Brightware, we are able to do so through effective e-mail service and support.” Kiko expects a dramatic increase in customers using its site as a result of the implementation of Brightware’s solution. Brightware will allow Kiko to scale to the needs of its growing user communities by providing exceptional eService to any online question, thereby eliminating the need for manual intervention. Kiko plans to grow their online system with additional Brightware products, and looks to Brightware to provide the features they will require in the future to meet the growing chat and web assistance needs of their end users. “Our relationship with Kiko is a testament to the breadth and depth of the Brightware 2000 suite of products, and we are proud to announce our relationship with an organization dedicated to education and learning,” said Chris Erickson, President and CEO of Brightware. “Brightware will allow Kiko to communicate more effectively and efficiently with its user base by linking Kiko’s web efforts with those of its contact center operation, while providing the company with the eCRM infrastructure necessary to continue to grow their user communities and enhance the learning experience for students and teachers.” About Kiko, Inc. Kiko, founded in August 1999 by former leadership from Cisco and GeoCities, consists of handpicked education, Internet and business talent who are dedicated to promoting the power of teaching, learning and personal publishing. Kiko offers publishing tools and templates that help teachers and others build lessons for its free Global Learning Library. The vision of the company is based on the fact that everyone has something to teach and everyone has something to learn. For more information, visit www.kiko.com. About Brightware Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. Using Brightware's complete and integrated Web, Email and Live Assistance applications, eBusinesses can dramatically increase eService levels and eSales revenues while reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at www.brightware.com or call (800) 532-2890. Brightware is a registered trademark of Brightware, Inc. All other company and product names may be trademarks of their respective owners. Editorial Contact: Sarah Bracken The Horn Group 415-905-4020 sbracken@horngroup.com top of page |
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