RCN to Employ Support.com Software to Provide Support for Its Internet Service Customers - Brief Article

Information Superhighways Newsletter, June, 2001

Support.com, a provider of support infrastructure software for digital businesses, announced that RCN, a provider of bundled telephone, cable television, and high-speed Internet services, has selected Support.com's eSupport suite of products to provide personalized, electronic support solutions to RCN's Internet service customers.

Support.com provides enterprises with support infrastructure that can scale with a company as it upgrades its existing system. Through eSupport, subscribers can use self-service capabilities to quickly resolve common questions or problems without making a call to customer service organization. Customer service representatives can diagnose and resolve subscribers' questions and problems automatically and in real-time, reducing the duration of calls.

"RCN chose Support.com's eSupport infrastructure for its scalability and flexibility in accommodating RCN's customer base. Our Internet customers demand nothing less than fast, responsive help in resolving their issues," said P.K. Ramani, senior vice president of customer care at RCN Corp. "With eSupport, we will be able to provide that kind of support to each customer and ensure that customer service remains a competitive differentiator."

"Growing an e-business and achieving critical mass means that you have to provide the highest standard in supporting your customer. The customer's support experience must be rapid and reliable," said Radha Basu, CEO of Support.com. "We have designed our support infrastructure software to help companies like RCN achieve that goal."