The implementation of a hosted e-mail response solution provided by eSupportNow's eSP Platform will allow for a centralized and prioritized knowledgebase with integrated business rules for FairMarket's clients. By deploying the solution in a hosted multi-tenant environment, FairMarket's customer support representatives are able to respond to a larger volume of e-mails more rapidly and effectively.
eSupportNow's eSP Platform is available to clients in a fully hosted model which allows companies to use their own customer care representatives or in a co-sourced model which utilizes a combination of internal representatives and eSupportNow NowReps.
"The speed and reliability of our customer service team is a critical factor in the success of our clients' sites," said Matt Ackley, vice president of professional services for FairMarket. "We were looking to improve the core technology that our customer support representatives depend on to get their job done well. The enhanced technology offered by eSupportNow's hosted customer service platform enables us to better support our clients' end-users."
Boston-based eSupportNow specializes in implementing and supporting multi-channel eCRM solutions including live chat, email, Voice over IP (VOIP), Web callback, self-help and advanced teleservices.
FairMarket's proprietary dynamic pricing solutions include automatic markdown, auction, fixed price and merchandising tools as well as innovative network distribution and e-marketing services. Working with companies at any point along the demand chain, the solutions easily integrate with existing client sites and back office systems.