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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.
About theWHIR.com
Since 2000, The Web Host Industry Review has made a name for itself as the foremost authority of the Web hosting industry providing reliable, insightful and comprehensive news, interviews and resources to the hosting community. TheWHIR is an iNET Interactive property. For more information on iNET Interactive, visit http://www.inetinteractive.com
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