HostedSupport.com Announces Partnership with eBay ProStores to Distribute
ezSupport Pro and ezSupport for eBay by Steve Hartert
LOS ANGELES, Calif., August 28, 2006 - With more people using the Internet as a
shopping mall, it has become the first stop for the Internet savvy consumer.
However, the convenience of online shopping brings a new challenge for all
online sellers and merchants: email overload.
To help overcome this, eBay's ProStores has entered a partnership with
HostedSupport to distribute ezSupport Pro and ezSupport for eBay. ProStores
retailers can sign up at www.hostedsupport.com/prostores.
ezSupport Pro includes a FREE 30-day trial. Following this trial period, eBay
ProStores customers can purchase ezSupport Pro for $24.95 per support rep per
month (a savings from the regular price of $79.95). ProStores customers can
also save $100 if they want a customized and branded customer support
interface. Instead of the normal $199, the cost is $99 for ProStores customers.
ezSupport for eBay costs $9.95 per support rep per month and offers unlimited
questions and answers in the knowledgebase, which can be shared with any
ezSupport Pro knowledgebase to save time and maintain consistent questions and
answers across multiple websites.
"We work closely with many online retailers and companies with a strong web
presence, "explained Steve Hartert, HostedSupport vice president of marketing.
"We have a deep understanding of the pain point created by the huge volume of
repetitive customer email. I'm confident that we can help other online
merchants by providing them with an easy-to-use and inexpensive solution to
what is usually one the other most challenging and time consuming activities -
answering customer email."
"An alarming number of frustrated business owners are looking for a simple
solution to their customer support problem," said Hartert. "They need a
solution that is fast, easy to implement and low risk. The answer to that
problem is our ezSupport products. In 20 minutes they're up and running and one
major pain-point of their growing business is solved."
The reality that companies are facing is that consumers are demanding more and
higher levels of service from a business. Business owners must be able to
resolve customer issues quickly and effectively and they are faced with large
volumes of email questions that are repetitive and can be easily answered. As
the volume of email grows, the time devoted to responding to these repetitive
questions hinders the ability to focus on the needs of the business. The
ezSupport products address the growing requirement for automated responses to
repetitive email questions by automatically answering 80 percent of incoming
questions.
About ezSupport Pro Developed for traditional ecommerce and informational
websites, ezSupport Pro is a web-based hosted solution that requires only a web
browser and an Internet connection to use. A set up wizard walks the user
through the installation that takes less than 20 minutes to complete. ezSupport
Pro provides the user with an unlimited knowledgebase of questions and answers
that can be customized based on the needs of their business, and the types of
questions they regularly receive, and maintains a complete customer contact
history.
To build the knowledgebase, the set up wizard asks a series of questions, and
the user provides the answers. This includes topics such as exchange and refund
policies, shipping information and how to check an order's status. The user can
change the answers as often as needed.
When a customer submits a question, it is routed through the user's ezSupport
knowledgebase. It's then analyzed by the knowledgebase and the correct answer
is instantly sent back to the customer. If the question cannot be answered, the
user is alerted and can personally provide a response.
"Our objective is to introduce customers to the advantages of an automated
customer support solution through by giving them a free 30-day trial period,"
added Hartert. "Our research shows that 80 percent of all emails are answered
automatically by our ezSupport products."
About ezSupport for eBay ezSupport for eBay is a web-based, hosted solution
with no special software or hardware to purchase. So how does it work? The
seller registers for ezSupport for eBay at HostedSupport's website
(www.HostedSupport.com). A step-by-step "wizard" takes the seller through the
registration process and where the seller completes series of common eBay
questions and answers. This process builds a knowledgebase of questions and
answers. Typical questions might include inquiries on shipping policies, sales
tax polices, as well as product-specific questions such as sizes or colors. All
of these question types can be handled by ezSupport for eBay. The entire set up
process usually takes less than 20 minutes to complete.
In addition, the ezSupport for eBay knowledgebase is integrated with eBay's
"Ask seller a question." When a buyer asks the seller a question, the buyer's
question is compared to that seller's knowledgebase of questions and answers.
Typically, over 80 percent of buyer questions can be automatically answered by
the knowledgebase, which sends the answer via email to the buyer. If the
knowledgebase can not answer the question, then these questions go to an inbox
where they can be reviewed and answered by support reps.
Using ezSupport for eBay, eBay sellers can manage more auction listings and
rest assured that they will not be negatively impacted by an onslaught of email
questions from potential buyers. ezSupport for eBay will ensure that buyers
automatically get their questions answered quickly and accurately, and only a
small fraction of emails will require a manual reply from the seller.
ezSupport for eBay costs $9.95 per support rep per month and offers unlimited
questions and answers in the knowledgebase. HostedSupport products are
compatible with Internet Explorer, Mozilla, Firefox, and Safari web browsers,
and works with Windows and Macintosh computers.
About HostedSupport.com HostedSupport.com is a leading provider of affordable
customer support automation for web businesses. Its easy-to-use system can be
set up in 20 minutes and eliminates many of the support "pains" involved in
answering and tracking customer questions and problem tickets. Businesses using
HostedSupport.com's products eliminate most of their manual, time-consuming
customer support tasks while improving customer support and retention.
HostedSupport.com is headquartered in Los Angeles, California. Its clients and
partners include: eBay, PCMall, E! Online, TicketWeb, NetMagazines.com,
Salesnet, Yahoo! Search Marketing, BrandMuscle, MyGolfBallStore, eBoz, Roving,
Bravenet, and ePublicEye.
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