eShare Unveils The Next Generation Platform for Internet Customer Support
NetAgent 2.1 Enables Unrivaled Integration and Scalability Out-of-the-Box
Commack, NY, March 8,1999 — eShare Technologies Inc., the expert in human interaction on the Internet, today announced its new NetAgent 2.1 solution, the ultimate online e-commerce customer support platform. This enhanced version of NetAgent offers live interaction, e-mail response and voice over IP capabilities in one package. NetAgent 2.1 enables users to compliment their existing customer support centers with the ability to conduct e-commerce support, deliver tutorials, answer customer questions and even give pre-scripted assistance, all with the click of a button.
Customer support agents, for the first time ever, will have the ability to leverage all types of multi-media to provide the most comprehensive, seamless online customer support available today. NetAgent 2.1 offers users unprecedented technology to reduce costs, improve customer satisfaction and increase sales.
NetAgent 2.1offers a comprehensive package of next-generation online customer support with new, improved functionalities including:
- Case-based reasoning which enables agents to query an interactive database of information to answers to difficult visitor questions which allows for faster, more personalized service on demand.
- Response Manager, an automated assistant that helps agents send frequently used phrases-e-mails files and Web pages to customers all at the click of a button.
- Inbound customer e-mail inquiries can be queued and routed to appropriate agents intelligently based on the message content enabling agents to respond to messages based on the priority or message content.
- Visitor Monitoring Module allows agents to monitor site visitors and initiate chat sessions depending on the customer's actions on a particular Web site.
- Supports PBX integration via APIs and support from the eShare Consulting Group. Every call center is unique and eShare consultants specialize in integrating NetAgent with existing call center solutions, further enhancing the user experience.
- NetAgent offers Voice Over IP support enabling agents and visitors to participate in voice conversations by utilizing Microsoft NetMeeting during a customer support transaction.
eShare's cutting-edge customer support tool will improve customer service while at the same time reduce the number of expensive 800 number calls. In fact, one agent using eShare's NetAgent can handle up to six customers simultaneously resulting in maximum efficiency that is simply not possible with traditional call centers. The tool offers agents the ability to respond immediately to customers who have reached a critical point in the purchasing decision process. eShare customers can offer their customers personalized attention unmatched by other offerings by eliminating "on hold" delays and predetermining unique customer needs through automated question and answer sessions. Agents can also push prices, product information, order forms and files to site visitors in real-time, and can now close sales at the "moment of truth" during a customer's purchasing process, resulting in increased sales and ROI.
"The online customer support tools space is a rapidly growing market segment. The Yankee group predicts this market to grow to nearly $600 million by the year 2001" said Steve Robins, senior analyst with Yankee Group. "With the addition of e-mail response, instant messaging, knowledge base integration and voice over IP capabilities, eShare is well-poised in this competitive space."
"eShare is dedicated to providing the most efficient and effective communications tools to online communities today. Other online customer service software does not include the depth of functionality that eShare NetAgent 2.1 offers, including live interaction, email response and voice over IP capabilities," said Glenn Reyer, vice president of marketing for eShare. "The ability to communicate online using a variety of new, integrated tools will help organizations become leaders in the highly competitive e-business marketplace."
About eShare Technologies
eShare Technologies, Inc. (www.eshare.com) delivers powerful enterprise-class interaction software and services that are crucial for eBusiness. These innovative technologies include web-based customer service and support, customer self-service, live conferencing and events, distance learning, Community chat, threaded discussion forums and custom integration tools. Current eShare Technologies clients include AOL, AT&T WorldNet Service, Computer Associates, GeoCities, Lycos, networkMCI, UUNet, the University of Florida, Pfizer, Bertelsmann, Columbia University, Hewlett Packard, Xerox and 1-800 FLOWERS.
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