Beyond.com Advances Customer Service With Web-based Silknet eService
Business Wire - May 10, 1999 08:57
SUNNYVALE, Calif.--(BUSINESS WIRE)--May 10, 1999--Internet software superstore Beyond.com(TM) (Nasdaq:BYND) said today it signed a contract for a browser-based customer support solution that is easy to use and intuitive.
Silknet Software Inc.(TM) (Nasdaq:SILK) will implement the Web-based system, called eService(TM), for Beyond.com as part of Beyond.com's commitment to adopting new technology that gives customers a better shopping experience on the Internet. The system is scheduled to be operational by mid-summer.
"We believe that we are already among the very best of e-commerce companies in customer support," said Jim Lussier, vice-president of corporate strategy and operations. "We are investing in this additional capability to further enhance the quality of our customer service. Our ultimate goal is 100 percent customer satisfaction.
"Silknet's eService is designed to enable us to provide customers with immediate access to helpful and reliable information using the same customer service knowledge base that our customer service representatives use to answer our customers' questions," Lussier said. "Additionally, eService is designed to help ensure rapid and reliable follow-through on customer service requests."
Silknet, which launched eService two years ago, has more than 30 clients including PacBell and Sprint PCS. Silknet's eService allows companies to integrate and manage their customer communications, including phone, web and e-mail, in one application. Because eService makes it easy for companies to provide customers with rich, multimedia self-serve solutions via the Web, companies that utilize eService can improve the quality of service while simultaneously reducing operating costs.
Beyond.com's website, located at beyond.com, offers selection, convenience and value, with more than 48,000 software and other digital products across 100 categories.
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