eShare Technologies delivered its NetAgent
Re:sponse e-mail management system that integrates with its eShare NetAgent
customer service chat application.
Both NetAgent Re:sponse and the NetAgent real-time suite share the same user
interface and technology architecture, making it easy for online customer
service agents to
simultaneously serve customers via chat and/or e-mail, the company said. Both
products share a unified reporting structure.
eShare NetAgent clients include 1-800-Flowers, America Online and AT&T.
“Early on in the product development stage, eShare analyzed the needs of
e-retailers and their customers,” said Jim Tito, eShare’s chairman and CEO.
“What we found is that customers want to choose how they interact with online
stores when they have questions to ask and online stores want to work with a
single vendor that has an integrated chat/e-mail solution. The tight
integration between NetAgent Re:sponse and the full NetAgent suite meets both
NetAgent Re:sponse uses automatic routing and response technologies to give
customer service representatives (CSRs) and call center agents the ability to
answer both routine and specialized customer e-mails. Price points were not