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Gomez Advisors Awards Brightware Customers TRIP.com and Cornerhardware.com Top RatingsTRIP.com and Cornerhardware.com Receive Near-Perfect Scores for eCustomer Assistance in Recent PollNOVATO, Calif. – November 7, 2000 – Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced that two of its customers, TRIP.com, a wholly-owned subsidiary of Galileo International, Inc. (NYSE: GLC) and Cornerhardware.com, received top ratings by Gomez Advisors, the Internet quality measurement firm. Gomez Advisors combines industry specific expertise with a thoroughly objective and extensive Internet evaluation methodology to rank Internet companies by how well they serve customers in a variety of criteria including customer confidence, ease of use, on-site resources and relationship services. In the most recent Gomez rankings, TRIP.com was ranked third overall and second in customer confidence among online travel sites, while Cornerhardware.com was ranked number one for online home improvement sites in eCustomer confidence.“These ratings are the latest in a series of proof points demonstrating Brightware’s ability to help companies build better customer relationships,” said Chris Erickson, President and CEO of Brightware. “A major frustration for eCustomers is poor online service. Brightware provides customers with a closed-loop solution that manages customer inquiries at every touchpoint, delivering a superior online experience for the eCustomer and better bottom-line results for the eBusiness. These high ratings by Gomez signify Brightware’s excellence in providing best-in-class eCustomer Assistance regardless of industry.” Of the 22 online travel agents that Gomez reviewed, TRIP.com was rated number two for customer confidence, a category that reviews the online and offline factors that affect a customer’s confidence in using a service. The high ranking in customer confidence was due to perfect scores in the email and telephone customer service inquiry categories. Brightware’s Email Assistance software helped TRIP.com achieve these perfect scores by increasing agent productivity while automating the handling of routine inquiries—despite a 400 percent increase in email volume. “TRIP.com is very proud of its recent Gomez ranking, particularly our two perfect scores,” said Mark Mastrini, CEO at TRIP.com. “Brightware played a crucial role in helping us achieve these scores and the corresponding increase in customer satisfaction, which we consider a key competitive differentiator at TRIP.com.” Since installing Brightware, TRIP.com has realized a 20-fold improvement in email response time, a 250 percent increase in per agent message handling capacity, and 70 percent reduction in manual email response. Of the 10 home improvement Web sties Gomez evaluated, Cornerhardware.com was ranked number one in customer confidence. Gomez noted that Cornerhardware.com’s ‘Tool Adviser,’ which is powered by Brightware® Concierge™, was a key feature of the Web site. The ‘Tool Adviser,’ an interactive online service that profiles the customer’s needs then recommends appropriate power tools, helps Cornerhardware.com deliver superior eCustomer interactions by personalizing, streamlining and simplifying the eCommerce experience. Equally important, the ‘Tool Adviser’ contributes to Cornerhardware.com’s bottom line, helping boost power tool sales by 300 percent. About Brightware Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. The complete and integrated Java ™ -based product suite includes Web, Email and Live Assistance solutions, plus analytics and eMarketing for closed-loop, insight- driven interactions with eCustomers. Using Brightware, eBusinesses can dramatically increase eService levels, eSales revenues, and eMarketing effectiveness while simultaneously 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 http://www.brightware.com or call (800) 532-2890. About Trip.com TRIP.com ( http://www.TRIP.com ), a subsidiary of Galileo International, Inc. (NYSE:GLC), a global travel distribution leader, is a premier one-stop online travel service and technology provider devoted to the mobile professional market, whether traveling for business or pleasure. The company employs more than 200 employees who provide more than four million registered users with a host of tools and services including round-the-clock reservation capabilities, city, restaurant and hotel information and 24-hour personalized customer service. In its five-year history, TRIP.com has established relationships with technology leaders and travel partners that have helped the company achieve ongoing increases in site visits and customer profiles, while maintaining its reputation as an online travel industry pioneer. From the small-business owner or remote-office to the schedule-weary "road warrior" who travels all too often, TRIP.com continues to meet and redefine the needs of this influential audience. About CornerHardware.com San Francisco-based CornerHardware.com is a leading retailer of home improvement products and services on the Internet, catering to do-it-yourself, buy-it-yourself and professional customers. The site offers original content including How-To articles and Buyer's Guides as well as free advice from home improvement experts, via 24-7 real- time online chat, telephone and e-mail. The company coaches customers through all aspects of their home improvement project, marrying the knowledgeable service and attention of the old-fashioned corner hardware store with the Internet's benefits of selection, speed and convenience. Brightware is a registered trademark of Brightware, Inc. All other company and product names may be trademarks of their respective owners. Editorial Contact: Jennifer Peckman The Horn Group 415-905-4046 jpeckman@horngroup.com top of page |
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