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vCustomer Launches First Full Service Customer Support Targeted At Online Retailers
SBDirect Available for 30 Day Free Trial for Retailers
Signing up Before October 15; Affordable Comprehensive Customer Service In Time
For The Holiday Shopping Season
Shop.Org Annual Summit, Las Vegas, Nevada, September 18, 2007
- vCustomer Corporation (www.vcustomer.com),
a leading provider of high-quality, multi-channel customer support, today announced
SBDirect™, the industry’s first easy-to-use, multi-channel support service
for online retailers’ customers that combines the advantages of self-service
with live support at an affordable price. The company also announced a 30-day free
trial of the service for retailers signing up before October 15, 2007.
“Since the advent of the Internet, online retailers have traditionally provided
customer support using primarily email, or customized knowledge bases,” said
Paul Stockford, chief analyst, Saddletree Research. “These methods have often
left demanding shoppers dissatisfied. Unlike these traditional Web only solutions,
SBDirect adds a human touch to customer support and provides online retailers with
a full range of support options at a compelling price point.”
SBDirect offers online retailers live agents providing voice and web chat, email
support as well as self-service options through an integrated Web Support portal.
The Web Support portal helps retailers better manage and satisfy customer demand
for product support for their online purchases. By signing up for SBDirect, retailers
can begin supporting their customers within 24 hours using a comprehensive yet intuitive
automated set-up program. The set up which typically takes no more than 30 minutes
creates support email IDs, sets up FAQs and automatically programs in the ability
to chat live with customers via the retailers’ website.
For online customers, the portal provides a resource to register their products,
check warranties, obtain manuals and creates a single point to receive technical
support for all of the products they have registered on the portal. The convenient,
hassle-free product registry allows them to track and manage their purchases, get
installation support, acquire information about return policies, claim rebates and
evaluate new or complementary products and services.
"Most consumers will choose an online retailer based on price, but few will even
consider buying from a retailer that doesn't have a good customer service rating
on comparison shopping sites like ours," said Steve Loyola, CEO of BestWebBuys.com,
a leading online comparison shopping site. "The best way for a small online retailer
to maintain a good reputation is to provide easy access to quality customer service.
Stores that do will earn a high reputation that attracts first-time buyers and will
then easily convert them into repeat buyers."
Availability and Pricing
Online retailers can select from Silver, Gold or Platinum packages offering different
levels of support services. For a limited time only, retailers who sign up by October
15 can try the Silver service free for 30 days. Monthly subscriptions start at $1,495
per month for a full-featured customer support portal including an extensive self-service
capability via a customized knowledgebase, plus email, web chat and voice support
via a live agent. Starting October 15th retailers who sign up at http://www.vcustomer.com/sbdirect
can begin to offer world-class support to their customers within 24 hours.
About vCustomer Corporation
vCustomer Corporation helps improve client business performance
through comprehensive customer care and technical support solutions. By employing
proprietary technology, vCustomer enhances the customer experience to strengthen
retention, loyalty and customer satisfaction, while reducing costs and improving
efficiencies. The company’s solutions drive measurable, repeatable results
in the retail, consumer technology, and communications sectors.
vCustomer employs globally and is headquartered in Kirkland, Washington. For more
information, call 888-805-9705, email marketing@vcustomer.com or visit www.vcustomer.com
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