UMBC Institute for Global Electronic Commerce

ecTechWeb: Customer service and satisfaction

Complain.to 3
LivePerson 4 - "LivePerson is the leading provider of live
customer service and sales solutions for
Web sites. As the first in the industry to
utilize an outsourced application model,
we currently number over 90 clients
strong and growing."
WebLine Communications 3 - "WebLine Communications is the leading provider of enterprise
solutions for enabling interactive e-commerce and Internet
customer service. "
Public Eye 2 - Public Eye is an independent third party that monitors Internet merchants
for reliability, privacy and customer satisfaction.
BizRate.com 3 - BizRate.com is an online customer satisfaction rating site for thousands
of merchants.
FaceTime Communications 2 - Facetime provides products to put cutomers in touch with people via email and instant messaging.
e-BuyersGuide.com 2 - "As an independent data services organization, we accurately
collect, tally and provide data that acts as an audit gauging the
quality, service and value of products and/or services offered by
e-commerce companies. This data is sourced exclusively through e-consumer feedback,
reflecting their actual Internet shopping experiences."
eTetra.com - The One-Button Customer To Agent Connection Wizards 4 - iConnect from eTetra.com provides real-time sales and support to online customers. The
software enables customers who need assistance, while browsing a company's web site, to
send an instantaneous alert to a service representative with a simple click of a button. Once
alerted, iConnect allows the service representative to interact with the customer using
standard Internet browsers while simultaneously talking with the customer using the
telephone, chat or Voice-over-Internet. With iConnect, users can share HTML pages and
links, send graphics, transfer files, interactively fill out forms, navigate around the Internet (or
corporate intranet), or make a presentation. The service is available as a stand-alone product
or as a subscription service.
eShare Technologies, Inc. 2 - eShare has a suite of products -- NetAgent 3.0 which offer similar
services. Customer service agents can interact simultaneously with
multiple web visitors via e-mail or live interaction and supported by
an integrated knowledge-base that stores and remembers sales and
support scripts, as well as frequently used sayings, files and web
pages.
Feedback Direct: The Future of Customer Service 1 - Feedback Direct, based in Santa Monica, Calif., is creating a Web site that
will link users to the customer-service departments of thousands of
companies. The site will provide
visitors with free forms for filing complaints, compliments, questions,
requests and suggestions. The form will then be routed to the appropriate
company.

Comments and URL suggestions to ectech-owner@igec.umbc.edu. Hits in red. Who points to it?

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