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CHARTER COMMUNICATIONS LAUNCHES ONLINE CUSTOMER SERVICE POWERED BY SUPPORTSOFTCharter Pipeline® Continues to Grow High-Speed Customer Satisfaction with Support AutomationRedwood City, Calif. - September 9, 2002 SupportSoft, Inc. (Nasdaq: SPRT), the world’s leading provider of support automation software, is now helping Charter Communications, Inc. (Nasdaq: CHTR) high-speed Internet customers get simple and convenient on-line customer service and support.With the recent launch of Charter’s end-user support portal, http://support.charter.com , powered by SupportSoft, more than 900,000 Charter Pipelineâ high-speed Internet customers can find on-line self-help, fix problems with a few clicks, and receive fast and convenient support to enhance their service. With the launch of Charter’s support portal, customers can quickly pull FAQs, ask how-to-questions and receive real-time technical help. The portal is designed to offer effective self-service options, which can deflect a significant portion of calls from Charter’s contact centers and, if a customer requests assisted support, it can reduce the call time by providing the customer service representative with information about the caller’s problem. “Charter’s broadband network now reaches millions of homes nationwide, and hundreds of new customers sign up each day for our high-speed Internet service,” said Dave Seibold, Charter Director of Advanced Services. “With SupportSoft, we can operate with confidence that we’re offering the same superior level of customer service and support to all our Charter Pipeline customers, whether they just came on-line or have rewarded us with their loyalty since we launched our broadband service.” Recent analysis from Leichtman Research Group revealed that the leading cable and DSL providers in the U.S. added a combined 1.37 million high-speed Internet customers in the second quarter of 2002 alone, with cable continuing to hold a commanding 65 percent share of the market. Last year, according to the FCC, the number of high-speed Internet customers to subscribe from their cable television companies almost doubled, with 7.1 million customers receiving service from operators like Charter. “Leading broadband service providers continue to invest in service and support automation solutions in the race to scale to meet market demand for high-speed Internet connectivity and maintain customer satisfaction,” said Radha Basu, Chairman and CEO of SupportSoft. “We’re gratified that Charter Communications chose to standardize on the SupportSoft Resolution Suite to help them meet their customers’ expectations for high-quality broadband service.” About SupportSoft’s Resolution Suite The Resolution Suite is SupportSoft’s support automation solution comprised of patented, industry-leading software technologies that together can be used to build a comprehensive, scalable and dynamic support infrastructure for broadband and Internet service providers’ subscriber service and support. The Resolution Suite is highly personalized, and can pinpoint subscriber problems and solve them quickly, accurately and automatically. About Charter Communications Charter Communications, A Wired World Company™ is among the nation’s largest broadband communications companies, currently serving more than 6.8 million customers in 40 states. Charter provides a full range of advanced broadband services to the home, including cable television on an advanced digital video programming platform marketed under the Charter Digital Cable® brand and high-speed Internet access via Charter Pipeline.â Commercial high-speed data, video and Internet solutions are provided under the Charter Business NetworksÔ brand. Advertising sales and production services are sold under the Charter Media brand. A Fortune 500 and Nasdaq 100 Company, Charter was the 2001 recipient of the Outstanding Corporate Growth Award from the Association for Corporate Growth, the 2001 R.E. “Ted” Turner Innovator of the Year Award from the Southern Cable Telecommunications Association, and the 2001 Fast 50 Award for Growth from the St. Louis Regional Chamber and Growth Association. More information about Charter can be found at www.charter.com . About SupportSoft SupportSoft (Nasdaq: SPRT) is the world’s leading provider of support automation software. SupportSoft’s patented software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Global 2000 companies using SupportSoft’s software include corporate enterprises like GE, Cisco Systems, BT and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC, Comcast and BellSouth. SupportSoft has offices worldwide. For more information, visit www.supportsoft.com . Editorial Contact: Joi Deaser SupportSoft 650.556-8930 joi@support.com top of page |
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