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SUPPORTSOFT RECOGNIZES NATIONAL CUSTOMER SERVICE WEEK-- Company Reveals "Ten Keys to Improving Online Service" and Celebrates Companies Implementing Best-Practices --Redwood City, Calif. - October 7, 2002 - SupportSoft, Inc. (Nasdaq: SPRT), the world's leading provider of support automation software, in conjunction with National Customer Service Week as declared by the U.S. Congress, has announced the availability of a white paper outlining ten steps for companies to improve online service and customer satisfaction. The "10 Keys to Improving Customer Service and Satisfaction" white paper provides insight and guidance on customer service strategies, in response to recent industry reports regarding declining customer satisfaction levels. The guide advises companies on the necessary steps to improve their service and support process now, to avoid paying the consequences of customer attrition and increased costs later. In one recent industry report*, analyst firm Gartner forecasts that through 2007, more than 75% of businesses will fail to provide customer service excellence. The report concludes that those enterprises failing to meet customers' expectations will face an average turnover of their entire customer base every five years. "10 Keys to Improving Customer Service and Satisfaction" outlines how solutions such as support automation can boost customer satisfaction by giving users more control and choice via self-service, as well as assist in helping customer service representatives better resolve user problems when live help is needed. SupportSoft's white paper draws on support automation best practices from its customers who have implemented support automation to provide practical advice. "Investing in customer service pays dividends for both customers and companies alike. When customers are rewarded with excellent service they are more apt to reward those companies and provide them with more business," said Bruce Mowery, vice president of marketing at SupportSoft. "National Customer Service Week recognizes that improving the quality of support is a never ending quest. Web-based support automation is providing new ways for subscribers, customers and business partners to enjoy service on their terms around the clock and any day of the week." Support automation solutions can not only help to build stronger customer relationships, but can also enable enterprises to realize substantial cost savings. According to Forrester Research Inc., Web self-service solutions alone can reduce the cost of solving a user's problem by 96%, dropping the cost to an estimated average of $1.17 per customer response from an average of $32..74 per response for an assisted service telephone call. In celebration of National Customer Service Week, SupportSoft honors Charter Communications, Health Care Services Corporation, and ADP Dealer Services, all companies that have implemented customer service best practices and are achieving measurable customer benefits through support automation. "SupportSoft's platform delivers a highly scalable solution where Charter Communications can offer the same superior level of customer service and support to all our Pipeline customers, whether they just came online or have rewarded us with their loyalty since we launched our broadband service. That's world-class customer service, and one reason why our broadband business is one of the fastest growing in the nation." -- Dave Seibold, Director of Advanced Services, Corporate Customer Care, Charter Communications, on SupportSoft's Resolution Suite for Service Providers "Preeminent customer service is a critical differentiating factor in the highly competitive field of health care insurance. The operations at HCSC continue to rely on tools that enable us to deliver highly personalized customer service. The flexibility and ease in customizing on-line help through SupportSoft's Satisfaction Suite will fundamentally change the way that HCSC services its customers via the Internet." --- Tom Riley, Executive Director eSolutions, Health Care Services Corporation, on SupportSoft's Satisfaction Suite for Customer Care "When selecting SupportSoft, ADP Dealer Services looked for a flexible solution that would provide an elevated-service experience to our customers without growing support costs. Using SupportSoft's solutions, we can prevent problems altogether, or dramatically cut time to resolution. Our 14,000 automotive and truck dealerships want to sell cars, not deal with 'how to' or technical problems. SupportSoft helps us accomplish this goal." --- Jim Foote, Director, ADP, on SupportSoft's Resolution Suite for Enterprise Support Keys for success outlined in the "10 Keys to Improving Customer Service and Satisfaction" white paper include designing Web self-service from a customer's perspective, enabling proactive problem resolution, ensuring personalized answers and providing a continuous service experience from online self-help to assisted service when required - quickly, easily and automatically. For a free copy, please visit www.supportsoft.com. * Customer Service and Support Strategy Key Issues, Gartner, Inc., July 29, 2002 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. This press release contains forward-looking statements, including the statements about the expected benefits from support automation solutions, the announced customers' planned and continued use of the SupportSoft solution, and the future of customer service, are subject to significant risks and uncertainties including but not limited to the time and effort required to deploy support automation software, technical challenges specific to a customer's implementation of the solution, and the rapid pace of technological change. Additional risks and uncertainties are set forth in SupportSoft's SEC filings.. SupportSoft assumes no obligation to update the information in this press release. Editorial Contact: Joi Deaser SupportSoft 650.556-8930 joi@support.com top of page |
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