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SupportSoft Boosts BellSouth Customer Advantage with Knowledge-Enabled Self-Service
SupportSoft, Inc., a provider of Real-Time Service Management (RTSM™) software, announced that BellSouth has deployed the SupportSoft Knowledge Center SuiteÔ, enabling its customer service representatives to streamline resolution of billing issues for more than one million BellSouth broadband subscribers.
Specifically designed for service and support environments, the SupportSoft Knowledge Center Suite leverages patented personalization technology to automatically present only the most relevant answers to questions based on the customer’s account type. A key result is that BellSouth customer service representatives can more easily find the right answer to customer questions, helping to improve customer satisfaction as well as service representative productivity.
Specifically designed for service and support environments, the SupportSoft Knowledge Center Suite leverages patented personalization technology to automatically present only the most relevant answers to questions based on the customer’s account type. A key result is that BellSouth customer service representatives can more easily find the right answer to customer questions, helping to improve customer satisfaction as well as service representative productivity.
Moreover, using the Knowledge Center Suite, content authors can write new answers quickly, and easily contribute them to BellSouth’s knowledgebase, so every service representative has access to current information when responding to customer questions. BellSouth already uses the SupportSoft Service Automation SuiteÔ to automate both self-service and assisted technical support for its high-speed data subscribers.
“Billing questions are one of the most sensitive types of support calls. We needed an intelligent solution that could help us accurately deliver the requested information to our customers more easily and quickly than our tools enabled us to do in the past,” said Jackie Mickle, director of Next Generation eSupport for BellSouth. “The new knowledge solution BellSouth launched using SupportSoft technology provides the usability and effectiveness we needed. Agents have fully embraced the new tool which is why we have seen usage increase by several hundred percent.”
“We understand the importance that BellSouth places on great customer service,” said Chris Grejtak, chief marketing officer for SupportSoft. “Whether it’s helping resolve a billing question or a technical problem in real time, we are proud to provide BellSouth with solutions that help them to maintain its number one rating for customer satisfaction among U.S. telecommunication providers.”
Among its many customers worldwide, SupportSoft counts 7 out of the top 9 North American broadband service providers.
“Billing questions are one of the most sensitive types of support calls. We needed an intelligent solution that could help us accurately deliver the requested information to our customers more easily and quickly than our tools enabled us to do in the past,” said Jackie Mickle, director of Next Generation eSupport for BellSouth. “The new knowledge solution BellSouth launched using SupportSoft technology provides the usability and effectiveness we needed. Agents have fully embraced the new tool which is why we have seen usage increase by several hundred percent.”
“We understand the importance that BellSouth places on great customer service,” said Chris Grejtak, chief marketing officer for SupportSoft. “Whether it’s helping resolve a billing question or a technical problem in real time, we are proud to provide BellSouth with solutions that help them to maintain its number one rating for customer satisfaction among U.S. telecommunication providers.”
Among its many customers worldwide, SupportSoft counts 7 out of the top 9 North American broadband service providers.
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