EASSIST.COM PARTNERS WITH NATIVEMINDS TO DEPLOY SELF-SERVICE VIRTUAL REPRESENTATIVES FOR eCRM
Partnership offers customers natural language front-end to eCRM solutions to reduce customer support costs and increase online sales
San Francisco, CA - 2000-08-22 - eAssist.com, a leading provider of electronic customer relationship management (eCRM) solutions, and NativeMinds, a leading provider of natural language service representatives for the Internet, today announced they will partner to integrate NativeMinds' comprehensive natural language virtual representative solutions with eAssist.com's full-spectrum eCRM service offering for Fortune 1000 and pure-Internet e-business customers.
Virtual representatives-or vRepsTM for short-are automated online personalities that emulate the best in human customer service on the Internet with fast, accurate answers to sales and support questions at costs much lower than traditional support channels, such as phone or email. The solution offered by eAssist.com will integrate a vRep with the rest of its eCRM components and other back-end business information systems to answer high-volume questions, guide customers through the online shopping process, and increase sales, by reducing shopping cart abandonment.
eAssist.com will offer vReps with its other self-service components, including FAQ's, case-based reasoning and search engine functionality, all of which leverage a "continuous learning" knowledgebase which provides decision-critical information at the point of purchase, so online customers can get the information they need, when they need it to make purchasing decisions.
"eAssist.com's offering provides an ideal channel for us to deliver our natural language self-service customer solutions," said Walter Tackett, CEO and co-founder of NativeMinds. "Forrester Research suggests customers would greatly benefit from preemptive online service that exceeds customer expectations-what they call Tier Zero support. The vRep solution adds this Tier Zero service to the eAssist.com offering, benefiting e-businesses and their customers alike."
The vRep solution easily integrates with eAssists.com's eCRM suite, making it a natural component of customer self-help: customers are served and satisfied before resorting to contacting a live human representative, and the system can escalate seamlessly to a live representative when necessary. By integrating such services on their Web sites, e-businesses can drive down the time and cost of handling individual inquiries while providing an enhanced, personalized customer experience.
"In partnering with NativeMinds, we are offering an option to our e-business clients whose own customers want more self-service," said Dan Plashkes, president and CEO of eAssist.com. "Until now, self-service has been very limited, not personalized and ineffective. With this innovative, blended solution, we are able to put customers' needs first, increasing satisfaction, accuracy, and time to response, while helping e-businesses keep costs in check-- important criteria in this day and age of the 24-hour online economy."
Forrester Research reports that e-businesses are looking for a way to handle rising traffic and customer demands while controlling costs. In a recent report, the firm quotes a 214% annual growth rate in visitors to service sites and says companies need one centralized place to build the business logic that controls how customers are treated, or an eRelationship management system.
eAssist.com's suite of services is designed to do this by enabling an e-Business to blend customer intelligence with Web-based interaction technologies for the formation of a unified, collaborative customer environment. This reduces customer management costs and improves customer experience. By using the company's integrated application suite and centralized content management, companies can improve time-to-market, reduce costs, diminish risk of technological obsolescence, and build deeper relationships for improved customer acquisition and retention.
About NativeMinds
Incorporated in 1999, NativeMinds (formerly Neuromedia) is the leading provider of software and services to create automated natural-language customer service and sales representatives - vReps - for eCRM. Leading customers of NativeMinds' vRep solutions include Axcess.com, Oracle, Convergys, One 2 One, Procter & Gamble, reflect.com, GlaxoSmithKline and Track Data. NativeMinds is a privately held corporation based in San Francisco, CA. For more information, visit www.nativeminds.com.
About eAssist.com, Inc.
eAssist.com delivers electronic customer relationship management (eCRM) solutions that enable hosted delivery of integrated application services for eBusinesses. Managing a wide range of communications channels including self-help, e-mail, chat, conventional telephony, wireless Internet and VoIP, the eAssist.com technology and services are designed to gather, integrate, personalize and manage customer information from each customer interaction. eAssist.com operates as an application service provider to deliver software as a service, which allows the platform to be rapidly deployed and easily upgraded. The company is headquartered in San Diego, California with sales offices in Silicon Valley, New York and Seattle. For more information, please visit the company's Web site at www.eassist.com, e-mail at info@eassist.com, or call (858) 458-4188.
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