Web Site Customer Service Gets a Boost

Media Release

FOR IMMEDIATE RELEASE

CTS announces the launch of web-based customer service spin-off WebSiteHelp.com

WebSiteHelp.com to target eCommerce, eBusiness and corporate web sites to bolster customer service, sales and profitability.

Ottawa, Ontario, Canada, May 17, 2000. CTS announced today the launch of a web-based customer service spin-off WebSiteHelp.com. The new entity will provide outsourced and hosted solutions to businesses with eCommerce, eBusiness and/or Corporate Web presences, intended to bridge the 'Customer Service Chasm' that exists on today's web. Benefits of the services include improved customer satisfaction, increase online sales, lower costs and greater customer loyalty.

The initial service launch, dubbed as Live - Help, will focus on real-time, person-to-person interaction to facilitate instant online customer service to frustrated web site browsers or shoppers. Consumers browsing Live - Help enabled web sites can now receive assistance from a human being with the click of a button. Live - Help capabilities will include chat, web page & image push, interactive form sharing plus more.

Recognizing the importance of convenience, WebSiteHelp.com live interaction solutions will concentrate on simplicity and compatibility for consumers. "Internet users come in all shapes and sizes", said Dan Scheunert, Managing Director of WebSiteHelp.com. "It's important to understand that skill levels vary - not every user has the knowledge, patience or inclination to configure and troubleshoot their PC to facilitate a web based help session. To be successful, web-based customer service must be widely compatible with different computing platforms, operating systems and browsers types. Does the average user understand or care if their browser supports Java? Probably not. Live - Help will not require special components or configuration to access assistance - plus they will be platform and browser independent."

Live - Help will automatically route and queue incoming inquires to the most appropriate service representatives for quick and accurate response times. Live - Help session requests will also be prioritized to ensure fast and consistent service quality.

"Statistics definitely support the need for web-based customer service - particularly for eCommerce sites.", said Martin Johnson, Managing Director of WebSiteHelp.com. "Experts agree - eBusinesses that ignore customer service and allow customer pleas for assistance to go unanswered will fail. Those who recognize the role of customer service in maximizing repeat business, customer satisfaction and customer loyalty will succeed and thrive."

About CTS

Since 1992, CTS has provided Customer Interaction and Relationship Management solutions to business, corporations and governments throughout North America using leading edge web-based technologies, plus outsourced call center customer care services. CTS' focus on the customer experience has helped numerous companies to achieve success. Clients include the Government of Canada, Cognos Corporation, QNX Software and DY4 Systems. http://www.ctsnet.com

Contacts

Dave Potter
Tel (613) 564-6565
Fax (613) 842-4150
dpotter@ctsnet.com