ISP E-mail Response Solution

Turnkey customer service suite from Brightware uses customizable Knowledge to automate most support requests.

by Wayne Kawamoto [February 8, 2000]

Brightware recently announced the availability of Brightware Knowledge Packs for online retail and Internet Service Providers. The Knowledge Packs are designed to provide complete "out of the box" automated e-mail response to most questions asked by customers.

According to the company, the Internet Service Provider Knowledge Pack enables ISPs to quickly respond to routine customer questions, and addresses the majority of common inquiries that include sign-up issues, information requests, installation instructions, passwords, and email problems.

The Knowledge Pack contains a dictionary of typical customer requests that's organized into categories of the most frequently asked questions. There's a library of FAQ response templates that may be customized to incorporate specific terms or company business practices. Templates can include variables such as customer name, account number, or product information to personalize each automatic response. Also, there are templates for defining a hierarchy of response, and to assist with the ongoing monitoring, reporting, and maintenance.

"E-Businesses, such as online retail and Internet service providers, all find customer satisfaction to be a strategic differentiator," says Beverly Ulbrich, Senior Vice President of Marketing for Brightware. "Brightware continues to deliver the quantifiable ROI and exceptional eCustomer experience that all businesses require to be successful, especially those in the Internet space."

Pricing
The Knowledge Packs are priced at $10,000 each.

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