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January 14, 2002 — (WEB HOST INDUSTRY REVIEW) — Primus Knowledge Solutions, Inc. (primus.com), IBM (ibm.com) and 3Com (3com.com) will present a Web self-service best practices Webinar on Wednesday, Jan. 16, 2002.
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The online seminar will feature a special profile on how 3Com saved more
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than $16 million automating its technical support operations using Primus
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products. Primus, a provider of knowledge application software for customer
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contact centers and portals, helped 3Com increase the number of technical
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inquiries solved via the Web.
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“Clients experiencing measurable ROI such as 3Com are committed to service
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excellence that goes well beyond simple search and FAQs,” said David Ridout,
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Primus vice president of worldwide business development. “It’s really about
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mirroring best practices from the call center on the Web. 3Com knowledgebase
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users ask questions in plain English and receive quick, clear, accurate
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responses. In this seminar, attendees will learn what IBM classifies as the
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critical Web self service success factors, and how 3Com met the needs of
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their customers and bottom line by delivering great service.”
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From the time 3COM introduced Web self service using Primus applications,
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their knowledge base has grown to contain more than 9,000 approved solutions
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for both current and discontinued products. Based on the number of times
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users were able to find the solutions without having to call a support
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engineer, 3Com was able to break even on the initial equipment and Primus
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software investment within six months. Over the past three years, the
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company estimates a total pre-tax return of 279 percent on its investment.
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The Webinar will be held Wednesday, Jan. 16, at 10 a.m. PST (1 p.m. EST),
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and can be accessed at primus.com/seminar/seminar.asp. Speakers include
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Mark Drake, manager of IBM customer support; Steve Olson, director of Web
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Enablement, 3Com customer support; Rohit Joshi, chief content officer,
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Primus Knowledge Solutions. The first 100 registrants receive a FREE $10
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Amazon.com gift certificate.
