Brightware Concierge Provides CornerHardware.com Customers Personalized Advice on Purchasing Power Tools While Shopping Online.Business Editors/High-tech Writers NOVATO Novato (nōvä`tō), residential city (1990 pop. 47,585), Marin co., W Calif., N of San Fransisco on San Pablo Bay; inc. 1960. In a farming and dairying area, it produces cosmetics, metal products, telephone apparatus, lumber, and wiring , Calif.--(BUSINESS WIRE)--May 30, 2000 Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the , today announced that CornerHardware.com, an emerging online home improvement e-tailer (Electronic reTAILER) An online store. See e-commerce. , has deployed Brightware Concierge, an intelligent self-service hub, to assist CornerHardware.com in managing customer interaction during their online sessions. With Brightware Concierge, CornerHardware.com will be able to immediately help eCustomers find the right products by profiling their needs, routing their inquiries to the appropriate channel, and then offering tailored recommendations that personalize per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. , streamline and simplify the eCommerce See e-commerce. experience. Brightware Concierge enables companies to create robust Websites that essentially greet customers at "the door", immediately respond to their individual requests, and guide them to the information or products best suited to their needs and personal profile. By leveraging intelligence gathered from Brightware's proven automation technology, Brightware Concierge provides CornerHardware.com's eCustomers with personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. answers on their Website and instantaneous in·stan·ta·ne·ous adj. 1. Occurring or completed without perceptible delay: Relief was instantaneous. 2. product recommendations, utilizing both existing Website content and detailed data from operational systems. CornerHardware.com was formed to deliver the personalized customer service of the traditional neighborhood corner hardware store coupled with the ease of online retailing. Having nearly 37,000 products available on the site, CornerHardware.com required a system to help customers find the right product for their project while providing them with product comparison and benefit information necessary to make an informed buying decision. Using Brightware Concierge, CornerHardware.com has developed the "Tool Adviser" with the ability to understand what type of product customers are searching for and then guide them to the most appropriate selection for their needs. "The Tool Adviser, powered by Brightware Concierge, provides our customers with dynamic, personalized eCustomer Assistance unmatched by any other system we've seen. This new system boosts satisfaction rates and keeps our customers shopping online rather than in a brick and mortar See bricks and mortar. hardware store," said Ken Hite, CIO CIO: see American Federation of Labor and Congress of Industrial Organizations. (Chief Information Officer) The executive officer in charge of information processing in an organization. of CornerHardware.com. "Without Brightware Concierge, customers could search for hours trying to determine which product they need, which brands are best and how much they want to spend. Now, they are instantly led through an interactive session that expedites the buying process." "CornerHardware.com understands that in order to attract and retain customers online, they must provide a more comprehensive and compelling experience than a local hardware store can offer," said Chris Erickson, President and 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 Brightware. "With Brightware Concierge deployed, CornerHardware.com will not only be able to direct customers instantly to specific products based on their needs, but also provide them with the detailed information that helps customers make smart choices and become online buyers." About CornerHardware.com San Francisco-based CornerHardware.com intends to be the leading home improvement destination on the Internet for the do-it-yourself, buy-it-yourself and professional customer. The company offers "How-To" articles and advice from home improvement experts, 24/7 customer service and a wide range of hardware and tools. CornerHardware.com's commitment to outstanding customer support recently earned it the Five Star Site award from eRetailNews. For more information about the company, visit http://www.cornerhardware.com or call 415/773-1110. About Brightware Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. Using Brightware's complete and integrated Web, Email and Live Assistance applications, eBusinesses can dramatically increase eService levels and eSales revenues while reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at http://www.brightware.com or call 800/532-2890. Note to Editors: Brightware is a registered trademark of Brightware, Inc. All other company and product names may be trademarks of their respective owners. |
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