Egghead.com Streamlines Email Customer Service with Brightware; Online Retailer Implements Brightware 3 to Provide Industry's Best Email Customer Service while Reducing Costs by 70%.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 10, 1999-- Brightware, Inc., the leading supplier of customer 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 , announced today that Egghead.com (Nasdaq: EGGS), has implemented Brightware(R) 3 to provide complete email customer service for the more than 7 million shoppers that visit its site each month. Brightware 3 helps Egghead.com boost customer satisfaction and lower costs by automatically composing com·pose v. com·posed, com·pos·ing, com·pos·es v.tr. 1. To make up the constituent parts of; constitute or form: and answering 40% of incoming Incoming is a 3-D shooter developed by Rage Software and published by Interplay. The PC version was released in late 1998, and the Dreamcast version, a launch title for the console, was released in 1998 in Japan and in 1999 in the rest of the world. customer email and doubling staff productivity by routing the remaining 60% to appropriate employees with suggested replies for rapid review. Brightware 3 helps Egghead.com manage over 10,000 customer emails per week and has paid for itself within less than four months of deployment. "As a top Internet shopping site, Egghead.com believes that providing excellent email customer service is critical to building customer loyalty and repeat business," said Norm Hullinger, vice president of sales and operations for Egghead.com. "Brightware has helped improve email service See Internet e-mail service. levels while significantly reducing the cost of managing our growing volume of customer inquiries." Egghead.com expects Brightware 3 to save a quarter of a million dollars in its first year of deployment and even more in succeeding years as email volumes increase and the retailer expands its usage of the software. Egghead.com selected Brightware 3 because it has a proven track record at other high volume sites, and because it delivers scalability How much a system can be expanded. See scalable. scalability - How well a solution to some problem will work when the size of the problem increases. For example, a central server of some kind with ten clients may perform adequately but with a thousand clients it features not present in competing software products. Of paramount importance was Brightware 3's ability to provide automatic, customized answers by querying enterprise data sources. For Egghead.com, this means Brightware 3 automatically answers customers' requests for order status by extracting the customer's order number from their email text, querying a shipping database for the current status, then composing a reply and emailing it to the customer. "The hands free approach not only saves us money, but it also delivers the requested information to the customer faster," explains Hullinger. "For more complex queries, Brightware 3 composes suggested replies which our customer service representatives can review before sending, saving them time and improving our service levels." Brightware 3 is a complete packaged application that delivers superior customer assistance for the Internet. The software automates routine Web and email-based customer inquiries while raising the productivity of employees who handle the remaining high-value or complex inquiries. Live at Egghead.com since September September: see month. 1998, Brightware 3 handles messages from the main Egghead.com site as well as the Surplusauction.com site. Besides answering order status requests, Brightware 3 also handles product information requests, purchase/payment questions and inquiries regarding return policies for the e-tailer (Electronic reTAILER) An online store. See e-commerce. . The system operates 24x7 and supports Egghead.com's full-time full-time adj. Employed for or involving a standard number of hours of working time: a full-time administrative assistant. full and part-time part-time adj. For or during less than the customary or standard time: a part-time job. part customer service representatives. "Egghead.com has recognized that providing rapid, accurate answers to customer email creates loyal customers that return to do more business," said Beverly Beverly, city (1990 pop. 38,195), Essex co., NE Mass., on Massachusetts Bay; inc. as a city 1894. Its chief manufactures are electronic and scientific equipment, consumer goods, and chemicals. Ulbrich, senior vice president of marketing at Brightware. "Brightware is committed to meeting the specific needs of e-tailers like Egghead.com with software applications that deliver excellent customer assistance on retail sites." About Egghead.com Egghead.com (www.egghead.com) is a leading Internet-based retailer of computer hardware, software, peripherals and accessories. Recent Media Metrix surveys indicate that Egghead.com ranks among the top shopping sites on the Web and is in the top 50 most frequently visited sites. About Brightware Brightware provides packaged software See software package. applications that allow businesses to deliver effective and efficient customer assistance on the Internet. Brightware is the worldwide market leader in Internet commerce customer service and support software as measured by International Data Corporation. Brightware email and Web applications help companies dramatically increase their eService levels and eSales revenues while reducing costs. For more information, please visit Brightware's Web site at http://www.brightware.com or call (800) 532-2890. ------------- 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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