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Supportgate.com Launches ``Ask SSPA''.

Business Editors & High-Tech Writers

SAN DIEGO--(BUSINESS WIRE)--March 14, 2001

Supportgate.com announced today the launch of the its new service "Ask SSPA" that will provide organized self-help to Supportgate.com Community Members and other visitors to www.supportgate.com.

This new searchable knowledgebase will make it easy for Supportgate.com visitors to locate articles, white papers, audio/video presentations, management tips and many other resources that Supportgate.com maintains on its Web Site. Powered by Software911, the on-line support system also facilitates effortless content administration and maintenance.

"We have designed 'Ask SSPA' so that any support manager can ask any question about anything in tech support," said Bill Rose, SSPA founder/executive director. "Using the Software911 suite, all the content on Supportgate.com can be found easily and quickly. Our members demand and deserve the most up-to-date information in the industry. Software911 lets us meet and exceed their expectations."

"We are proud that Supportgate.com chose Software911 as their on-line support provider," said John McAughtry, CEO of Software911, Inc. "The fact that the industry leader of customer support chose Software911 as part of their own solution is quite a distinction."

Supportgate.com site visitors can browse the entire knowledge base or select certain topics to browse. Topics are currently arranged in 16 categories including: Automation; Bill's Best Books; Case Studies; Certification; Cost & Profit; Customer Interaction; Customer Satisfaction/Feedback; Industry Analysis; International Support; Management; Online Support; People Issues; Problem Solving/Troubleshooting; Service Awards; Support Operations and Training/Professional Development. Easy access is available to all visitors to www.supportgate.com by clicking on the Search Ask SSPA button.

The product also allows for specific searches. The keyword search is not limited to the subject areas but includes the entire document in the knowledgebase supporting formats such as Microsoft Word, Excel files, and pdfs. Additionally, the software package includes an English-sentence search that allows full questions to be asked.

Keeping the content current is facilitated by Software911's One-Click Publishing tool, which requires no HTML or programming. As a hosted solution, Software911 allows Supportgate.com to instantly upload new material or change content in real-time without having to wait for additional support from the IT department.

"Ask SSPA" utilizes technology developed by Software911. Software911 provides organized self-help for e-commerce, corporate and intranet Web sites. Companies can add round-the-clock customer service and support with a minimum of time and cost. Literally overnight, companies can upload their knowledge bases, FAQs, emails and documents into a searchable on-line knowledgebase linked to their intranet or Web site. Site visitors then locate all the help functions in one place. Utilizing up-to-date support information, visitors can quickly resolve their needs, thus reducing the load of phone calls and emails into your service center.

About Software911

Software911 Inc., based in San Jose, Calif., is an eCRM company, providing fast, easy and powerful Web self-help solutions. Software911's hosted solutions help customers gain competitive advantage, control costs and increase customer satisfaction. Lets add 1 channel service statement in this positioning somewhere Software911's key customers include Emery Worldwide, OKI Network Technologies, and InnoMedia. Software911 can be found on the Web at http://www.software911.com. For more information call 408/437-9911 or send an email to info@software911.com.

About Supportgate.com

Supportgate.com builds Internet service communities. Through these "gates" you will find the individual organizations of Service Vendors Alliance, (SVA), Support Center Practices (SCP) certification, Technical Support Professionals Society (TSPS), Software Support Professionals Association (SSPA), and SSPA Europe.

The Supportgate.com Web portal site is "home" for service professionals and executives and features many opportunities such as Peer2Peer Connection Rooms; Member Showcases; Member2Member Information Exchange; Expert Connections; SupportBooks.com; Online Training and an industry specific Career Center. It also contains Conference and Events Calendars; a Virtual Tradeshow; Industry News; Surveys; SupportWeek.com and a Vendor Directory. Supportgate.com is the home for the Software Technical Assistance Recognition (STAR) Awards; the WebStar Awards; SuperStars Awards; SCP Site Certification and SSPA Individual Certification. For more information please visit at www.supportgate.com.
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Copyright 2001, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

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Publication:Business Wire
Date:Mar 14, 2001
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