eSupportNow and eStarta Partner to Enhance Customer Service Platform - Brief Article

Information Superhighways Newsletter, April, 2001

eSupportNow, a provider of fully integrated customer care solutions for online businesses, has added eStarta OneClick Contact Web voice to its electronic customer relationship management (eCRM) platform -- eSP -- making eStarta its preferred voice over the Web provider.

eStarta connects Web site visitors with e-business contact center agents via a crisp, clear voice call over the Web from any PC with microphone and speakers. eStarta OneClick Contact technology is completely compatible with existing call center systems and requires no new hardware or software investment.

eSupportNow's eSP platform provides clients with a fully-integrated and comprehensive suite of customer interaction capabilities including integrated agent desktop with media blending, CTI/telephony, e-mail, Web chat, self-service, customer requested call back, advanced reporting and analysis, and CRM capabilities. By integrating Web voice, eSupportNow's outsourced and hosted clients are better able to manage two-way communication and customer intelligence, and to achieve their on-line business goals and objectives.

According to a Cyber Dialogue report, 80 percent of shoppers rate toll-free calls to a live customer service person as either "extremely" or "very" helpful in improving satisfaction with on-line shopping. With eStarta, on-line consumers do not have to terminate their Internet connection in order to place a call. The call is made via the Internet and does not interrupt a consumer's Internet session.