2000 Holiday Shoppers will be Won Over by Web Sites with Stellar Customer Service; Survey Reveals Consumers Rank Timely Service and Access to Knowledge as Most Important.

SEATTLE--(BUSINESS WIRE)--Sept. 11, 2000

Primus (Nasdaq:PKSI), a leading provider of eCRM software, today revealed compelling new research that shows timely service and access to product information are key drivers in consumers' online purchase decisions.

From this study, it appears that the gains and losses of the upcoming holiday shopping season will be decided by eRetailers' ability to meet and surpass customer expectations.

In early August, Primus sponsored a national random telephone survey among 502 adults (261 female and 241 male), 18 years of age and older who have Internet access. The findings offer an analysis of attitudes towards online customer service and shopping habits. The survey reveals that while a majority of online consumers agree that it is much more convenient to buy things online than over the phone, there is room for improvement in meeting their expectations of customer service on the Internet.

Findings suggests that online consumers are interested in knowing more about products and 68 percent "strongly" or "somewhat" agree that the inability to ask specific questions makes shopping online difficult. The survey also indicates that wanting to look at or try out a product is the biggest reason consumers do not buy online.

Although many consumers believe that the Internet has become more user friendly in the past year, 53 percent of consumers would rather shop at a retail store because of inadequate online customer service. More consumers research products and make price comparisons online than actually purchase products via the Internet. These shoppers define ideal customer service according to priorities like timely response (45 percent), informative (22 percent), communication with real person (17 percent), and 24x7 availability (14 percent).

"eBusinesses must move beyond simple eCommerce systems to a full-scale eCRM system if they want to win new customers and retain existing ones," said Norman Guadagno, vice president of worldwide marketing at Primus. "Consumers are in the driver's seat this holiday season and this research confirms that they demand information, rapid response to questions and personalized assistance via multiple channels. Unfortunately, many eRetailers will not generate high sales volumes during the holidays if they don't meet and exceed the expectations of these Internet-savvy customers."

Online Customer Service Requirements for eBusinesses

In order to drive online sales during the 2000 holiday shopping season, Norman Guadagno, vice president of worldwide marketing at Primus, believes that the survey results suggest five online customer service requirements every eRetailer should consider:

1) Offer extensive self-help capabilities.

2) Allow customers easy access to assisted help via phone or

chat.

3) Provide reach product information, including custom

configuration of products.

4) Make returning a product as easy as buying one.

5) Treat customers with respect and intelligence every step along

the way.

About Primus

Primus(R) eCRM software enables companies to effectively manage all points of contact with their customers by providing self-service and assisted service through a single integrated system. With Primus software, customers have fast access to the information they need through multiple channels--Web, email, chat, voice--and businesses share valuable customer knowledge across the enterprise, leveraging the value of their customer interactions to grow their customer relationships. Primus has more than 140 customers worldwide, including such Global 2000 companies as 3Com, 3M, Compaq Computer Corp., The Boeing Company, PSInet Inc., Bell Helicopter Textron, Gulfstream Aerospace, AT&T Wireless, Ericsson, Inc., Fujitsu Limited, Inc., GTE Internetworking, Motorola, and Novell. Based in Seattle, Wash., Primus has offices throughout the United States, and in Europe and Japan. For more information, visit Primus on the Web at www.primus.com or call 206/292-1000.

Primus and Primus Knowledge Solutions are trademarks, registered trademarks or service marks of Primus Knowledge Solutions, Inc. Other products and company names mentioned in this press release may be the trademarks of their respective owners.

Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the Company's market position and performance constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Any forward-looking statements contained in this release are based on current expectations, are not guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current expectations include the following: use of the Web or extranets as a delivery vehicle for eCRM solutions; integration of Primus' products with customer's systems; customer's effective use of Primus' products; fluctuations in customer demand; rapid technological change; the risks associated with competition; risk resulting from new product introductions and customer acceptance of new products; the risks associated with international sales; the risks associated with competition and the rapid consolidation of competitors; Primus' ability to manage its growth and integration of its acquisitions; the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange Commission filings, including but not limited to those appearing under the caption "Factors Affecting our Future Operating Results" in the Primus' Report on 10-K filed on March 23, 2000 and Primus' 10-Q filed on August 14, 2000.

Editor Note: Complete survey results and graphics are available upon request.