Press Release - Net Effect

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Leading Infant/Toddler Retailer Delivers Real-Time Customer

Rightstart.com teams with Net Effect to Deliver Live Online

LOS ANGELES, CA – September 7, 1999 – Starting in September, new and expecting parents will be able to get all their questions about infant and toddler products answered in real-time day or night at Rightstart.com, the website of The Right Start, the largest national specialty retailer of safety and development products for infants and children. Rightstart.com will enable visitors to enter live, text-based conversations with customer-care agents. The site will provide the same quality assistance and expert advice to online customers that in-person customers receive in The Right Start’s 40+ retail stores. This will mark the first time that parents can simply type in a question about a product or service online and get an answer back in minutes.

"We have built our business on the philosophy of helping parents in every way possible," said Jerry Welch, chairman and CEO of The Right Start. "To accomplish this, we listen to parents and anticipate their needs. When it comes to products for infants and children, questions about safety and functionality are critical. Complete explanations are a must. So, when it came to designing our website, we knew we had to provide real-time, live support."

Welch hired Net Effect to implement "Live Help" on Rightstart.com. Net Effect is the leading provider of scalable Web-based "Live Help" services. The two companies have been working closely on the implementation, which will launch this month.

"Jerry Welch and his team are meticulous about customer service. So, implementing "Live Help" on this web site has been a carefully planned process," stated Julie Schoenfeld, president and CEO of Net Effect. "But launching "Live Help" is only the beginning. When parents are buying products as critical as car seats, strollers and other child safety items, we have to be able to improve our service continually. One of the features we have built in is a continuous improvement loop to accomplish this."

The "Live Help" service will be available to Rightstart.com visitors at numerous points throughout the site. By clicking on a "Get Live Help Now" button, visitors will initiate online chat sessions with rightstart.com’s customer care agents. Agents will be able to provide custom solutions or utilize one of many pre-prepared solutions for particular items or service offerings. Feedback from the real-time sessions will then be used to identify immediate service and Web design improvement opportunities.

About the Net Effect Solution
Net Effect’s Live Online Help service provides a complete chat-based customer care solution for global e-businesses. The service features skills-based routing, multi-session management, real-time session escalation, transcript capture, knowledge base integration, remote browser control and solution development tools -- as well as the customer care and Web design expertise to ensure timely and effective integration. Net Effect’s scalable solution is designed specifically for the needs of global e-commerce leaders.

About The Right Start
The Right Start, Inc. is a leading retailer of unique, high-quality products for infants and young children up to age four. The company was founded in 1985 and capitalizes on the increasing number of baby boomers who have become new parents. The company's products are distributed through its 43 retail stores, The Right Start catalog and Rightstart.com. In addition to products, Rightstart.com features expert advice from accomplished child psychologists and pediatricians, a forum for parents to exchange child-rearing information and Rightstart.com product reviews.

About Net Effect
Net Effect is the first company to deliver scalable, Web-based "Live Help" services to the e-commerce market. Net Effect’s solution enables real-time text-based conversations between e-businesses and their customers, providing a new opportunity to convert e-shoppers into e-buyers. Implemented with close support from Net Effect’s customer care and Web experts, "Live Help" can be launched easily, intelligently and cost effectively — and with clearly measurable benefits. The "net effect" is improved customer loyalty and profitability. Net Effect is located in North Hollywood, California and is backed by Greylock, Trinity Ventures, TL Ventures and Stanford University. For more information, visit www.neteffect.com or call (818) 752-6600.

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Editorial Contact:
Robert B. Wyse

216.765.8020 x25 or 415.796.5166
rob@neteffect.com

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