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Technology Stocks : CyberShop International, Inc. (CYSP) -- Ignore unavailable to you. Want to Upgrade?

To: capt rocky who wrote (837)	11/18/1999 11:46:00 PM
From: Jack Hartmann	Read Replies (1) \| Respond to of 884

CyberShop.com Adopts Business Evolution Inc.'s @Once Service Center Platform to Handle Internet Customer Service Business Wire - November 18, 1999 09:55 PRINCETON, N.J.--(BUSINESS WIRE)--November 18, 1999-- Improved E-Mail Response is Expected to Boost Customer Satisfaction, Loyalty Business Evolution Inc., a pioneer in the field of Web-based customer service (e-service), today announced that CyberShop.com, Inc. (Nasdaq: CYSP), a leading online retailer of designer apparel and home furnishings, has implemented Business Evolution's @Once Service Center platform to enhance its Internet customer service capabilities. CyberShop.com joins other leading e-commerce sites including Homedepot.com, Cheaptickets.com, Buy.com and L.L. Bean.com that have deployed the Business Evolution @Once Service Center e-service platform. @Once Service Center is a comprehensive and modular e-service solution that 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; it provides proven expertise to help cut response time from days to seconds; and it gives insights into the problem areas of the Web site -- all of which creates higher satisfaction in a customer's overall e-service experience. In choosing @Once Service Center, CyberShop.com had a specific goal in mind: to improve the overall quality, accuracy and timeliness of its e-mail responses to customers. @Once Service Center has the unique ability to prioritize all e-mail queries according to urgency or purchase-criticality, and will enable CyberShop to build template driven responses leading to more efficient use of customer service representatives and more consistent responses. "The @Once software enables us to respond more quickly and consistently to customers, as well as automatically forward certain types of inquiries to those most skilled to respond, plus categorize e-mails so we can uncover and understand higher-level service trends," Richard Gilbert, Vice President of Planning & Development for CyberShop.com. "@Once delivers what it advertises and has all the bells and whistles we need. In addition, Business Evolution's broad approach to online customer service, which goes far beyond simply managing e-mail traffic, will be key to our ability to meet our long-term Internet customer service goals." "CyberShop.com is obviously serious about the quality of customer service it provides to its customers, and we are delighted that they have selected our @Once Service Center platform to help them communicate with their online customers in an effective, timely and cost-effective manner," said P.V. Kannan, president and CEO of Business Evolution. "We also look forward to continuing to work with them as their e-service needs evolve over time." CyberShop.com is Using @Once to Enhance Customer Relationships CyberShop.com is using @Once to qualify and prioritize incoming e-mails according to urgency; to ensure that every customer question is answered through the most effective channel (e.g., automatic e-mail or call-back); and to monitor and control the overall quality of its online customer service. As a result, CyberShop.com's service representatives can process all queries more effectively and efficiently and spend more time upselling to convert Web site visitors to buyers. E-mail inquiries are divided by topic and routed to agents who can appropriately respond in a timely manner. Each response to a customer is reviewed and analyzed for quality of the response and to assess improvements. An alarm feature in @Once helps alert CyberShop.com's supervisory staff to problems as they arise, so these problems can be solved quickly and to the customer's satisfaction. If inquiries for a particular topic rise in an unusual way, CyberShop.com is alerted so that its management can intervene, if necessary. This analysis capability also helps prioritize e-mail traffic based on the information that customers request. "As an e-commerce company, we find that an increasing amount of our business is being conducted completely over the Web and via e-mail rather than phone channels," said Gilbert. "In addition to the e-mail module of @Once that we've already implemented, we hope to add the chat and instant mail features as more of our customers become comfortable with those avenues of communication." Been in a tight trading range for a few days. ~54% Institutional per Iwatch. Maybe the short timers have chased other rabbits. MM's glad to step it up with volume. Just need some. I figure it has to make a move back to $11 in the next five trading days otherwise momentum is done. Christmas or no Christmas. Getting labeled a Pokemon site when KIDE is dumped over the last few days is not helping it. Knife falls both ways. Company doesn't try to be Amazon. Settles with a few winners so people remember it. People pooh-pooh recent earnings. 3.6M is great for one year internet retail site. Can they push it to 5M next quarter. Sure, just from Pokemon. The quarter after that is the question. Sustainability. Would like to see revenues broken out by Pokemon and non Pokemon. Pattern from last year not holding, but rise was so quick in short time period. Have to fill the gap. 300K volume for three days. Need Friday or Monday with 600K volume to push higher. Short timers want results or action not flat line. Today many small buys. Tomorrow maybe up 5%. Modest, but a good sign for a continued uptrend. Jack