Brigade Solutions Uncovers the State of Internet-Based Customer Support.SAN FRANCISCO--(BUSINESS WIRE)--Aug. 11, 1998-- Customer Support Specialists Find Most Major Corporations Fair Poorly in the Area of Internet-based Customer Support Brigade Solutions announces the largest and most comprehensive study of Internet-based customer support performance to date. The results mark the first indisputable proof that the majority of businesses on the Web are inadequately servicing their clientele. The extensive study reveals that only 13 percent of the companies surveyed were able to sufficiently support customers seeking assistance via the Internet. Companies falling into this category provided satisfactory answers to customer inquiries in less than 48 hours of receipt. Another statistic statistic, n a value or number that describes a series of quantitative observations or measures; a value calculated from a sample. statistic a numerical value calculated from a number of observations in order to summarize them. shows that sixteen-percent of companies never responded to their customers even after multiple attempts, these inquiries went ignored. Brigade's research also discovered that more than one-third of the companies surveyed did not provide any customer support via the Internet. The remaining requests were met with "poor" (did not sufficiently answer question, or contained obvious spelling or grammatical gram·mat·i·cal adj. 1. Of or relating to grammar. 2. Conforming to the rules of grammar: a grammatical sentence. mistakes) answer quality, response time greater than 48 hours, or both. "It would seem absurd to imagine a company that only supported 13 percent of customers who called its toll-free support line," says Russ Cohn, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Brigade Solutions. "Companies that are unable to provide adequate support on the Internet will lose out to competitors, and will ultimately fail to achieve their Internet and e-commerce goals." Cohn and Brigade attribute this lack of response mainly to the fact that most companies lack the tools and policies to handle the massive inflow in·flow n. 1. The act or process of flowing in or into: an inflow of water; an inflow of information. 2. of messages they receive daily from the Web. Brigade has developed an outsource solution designed to address this growing problem. The solution can reduce up to 50% of customer support costs. To collect the data for this study, San Francisco-based Brigade hand-picked 91 high-tech and leading edge companies. The companies selected include leading high tech companies on the NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on market, Silicon Valley giants and technology companies with recent IPO's. The approach to the study began by manually surfing surfing, sport of gliding toward the shore on a breaking wave. Surfers originally used long, cumbersome wooden boards but now ride lightweight synthetic boards that allow a greater degree of maneuverability. a company's site to find a "help" or "support" page. In most sites, request forms were provided, and in others an e-mail address See Internet address. e-mail address - electronic mail address such as help@companyname.com was provided for support inquiries. Brigade sent out simple requests for help and then recorded response time and accuracy returned by the company. The responses were graded as "satisfactory" if it answered the question completely and was without obvious spelling and grammatical errors. A response was rated "poor' if it failed to answer the question, exceeded two pages, or had obvious spelling or grammatical errors. For more details on this research please contact Russ Cohn, CEO of Brigade Solutions at 415-217-7556 or russ@brigadesolutions.com Brigade Solutions, Inc., is a leading provider of Internet-based customer support solutions. With international operations Internal Operations (I.O., IO or I/O) is a fictional American Intelligence Agency in Wildstorm comics. It was originally called International Operations. I.O. first appeared in WildC.A.T.S. volume 1 #1 (August, 1992) and was created by Brandon Choi and Jim Lee. headquartered in San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden , Brigade works on a contract outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. basis to provide comprehensive e-mail management, including incoming message processing, knowledgebase creation and management and support site design and management. The innovative Brigade solution is delivered to the customer service industry through the implementation of proprietary software technologies, processes and metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. , specifically designed to create the optimal customer support environment. Brigade was founded by Russ Cohn, Brian Jeffries, Jose Laguna, and Anurag Jain, who together have launched and managed nine customer support centers on four continents for the telecommunications industry. Brigade is funded by a group of private investors. For more information about the company and its services, visit Brigade's web site at www.brigadesolutions.com.
CONTACT: Brigade Solutions, Inc.
Rachael Ratcliff, 415/217-7560
Media:
S&SPR
415/956-1180
Marse Burton, ext. 227
marse@sspr.com
Michelle Strykowski, ext. 222
michelle@sspr.com
URL: http://www.brigadesolutions.com
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