CyberShop.com Dramatically Increases Email
Management Capabilities and Reduces Response Time
PR Newswire - November 05, 1999 09:29
Online Retailer Increases Customer Satisfaction and Builds Greater Loyalty
JERSEY CITY, N.J., Nov. 5 /PRNewswire/ -- CyberShop.com(R), Inc. (Nasdaq: CYSP), a
leading online retailer of designer apparel and home furnishings, announced today it has
implemented Business Evolution's @Once Service Center to further enhance its customer
service capabilities. CyberShop.com will now be able to better track and categorize, and
ultimately respond more quickly to email inquiries. The new system will afford enhanced
response times and maintain greater consistency in responses to questions from customer
service, which should lead to more sales and more satisfied customers.
The @Once Service Center will enable CyberShop.com (http://cybershop.com) to qualify and
prioritize incoming emails according to urgency and ensure that every customer question is
answered through the most effective channel (automatic email or call back). This will allow
CyberShop.com's service representatives to process all queries more effectively and efficiently
and spend more time upselling to convert visitors to buyers. Other prominent retailers using
Business Evolution include Home Depot, First Data, Electronics Boutique, Programmer's
Paradise and Symantec.
"CyberShop.com is committed to being a leader in providing superior customer service and
developing a long-term relationship with our growing customer base," said Jeff Tauber,
CyberShop.com Chairman and CEO. "With Business Evolution's @Once Service Center, we
can not only handle thousands of emails per day but can also guarantee a response to our
customers within 24 hours or less, much faster than many of our competitors. In addition, by
categorizing emails into different buckets, CyberShop.com can spot trends and be more
effective addressing customer concerns."
With the upcoming holiday season, forecasted by Jupiter to be approximately $6 billion,
superior customer service from responsive, accurate email communication is becoming
paramount for avoiding customer service bottlenecks, generating more repeat business,
establishing a brand and ensuring a robust holiday selling season.
"CyberShop.com, already a leader in their marketplace for their deep discounts on brand-name
products, is now able to offer its customers the best e-service available on the Web today,"
said PV Kannan, CEO and president of Business Evolution. "Their implementation of @Once
Service Center will give them valuable information on how their customers are buying, what
questions they may have, and easily enable them to address e-service issues within hours not
days."
About CyberShop.com
CyberShop.com, a leading online retailer, operates three online stores. The flagship store
located at cybershop.com offers designer and brand-name apparel, electronics,
home accessories, toys, gifts and watches at deep discounts of 20%-80% off traditional retail
prices. electronics.Net, launched in 1998, is located at electronics.net and offers a
broad assortment of electronic brand name merchandise including television and video
equipment, home and car audio equipment, home appliances, home office equipment and
related accessories. In June 1999, CyberShop.com acquired tools-for-living.com, a direct to
consumer marketer of high quality merchandise in personal care, health and home accessories.
These products are promoted on the tools.cybershop.com site and through print media
campaigns in national consumer magazines.
About @Once Service Center
Business Evolution's @Once Service Center multi-channel solution, which provides
comprehensive and modular e-service for e-commerce sites on the Internet, encompasses
e-mail, instant mail, chat and telephone call-back options. The software's built-in intelligence
uses Web information to sort and prioritize customer service requests to provide the proven
expertise to help cut response time from days to seconds, gives insights into the problem areas
of the Web site, and creates higher satisfaction in a customer's overall e-service experience.
@Once Service Center is the only e-service solution that runs on multiple platforms, including
Windows NT, UNIX and Linux, supports all popular relational databases, and is scalable from
very modest to extremely high-volume sites (e.g., 50,000 simultaneous users). @Once Service
Center is a Java-based, SSL-secure application which works through proxy servers and
firewalls.
About Business Evolution
Founded in 1995, Business Evolution Inc. is a leading provider of Web- based customer
service solutions. Its @Once Service Center product series offers Web businesses a
comprehensive platform for channeling and prioritizing Internet-based customer support queries
to e-mail, live messaging, chat or telephone call-back queues. Business Evolution's fast-growing
list of customers includes Buy.com, CyberShop.com, NECX.com, Home Depot, Electronic
Boutique and HealthAxis.com. Business Evolution partners include IBM, which has integrated
its Net.Commerce server software with @Once Service Center, and AT&T, which supplies
the telephone call-back technology in @Once Service Center. Located in Princeton, NJ, the
privately held Business Evolution has its Web site at businessevolution.com; press
or analyst inquiries can be directed to pr@businessevolution.com or 609-951-0216.
Safe Harbor
This announcement contains forward-looking statements that involve risks and uncertainties that
include, among others, CyberShop.com's limited operating history, anticipated losses,
unpredictability of future revenues, potential fluctuations in quarterly operating results,
seasonality, competition, risks associated with system development and operation risks,
management of potential growth and risks of new business areas, and strategic alliances.
SOURCE CyberShop.com Inc.
/CONTACT: CyberShop.com Inc. Investor Relations, 201-234-5000, or
investors@cybershop.com/
/Web site: cybershop.com
Well, well, this is good news. Have another drink my fried.
Jack |
