Clearly for customers

Designed to enhance customer support, partner management and e-support initiatives of Global 2000 organizations, Clerity has introduced Customer Support 2.0. The company reports the offering provides the infrastructure for a Web-based knowledge market that connects a company's customers, partners and employees, creating a self-service network in question-and-answer format.

The company calls Version 2.0 a quick-to-market solution that creates profitable customer relationships, complementing traditional e-support solutions by diverting support requests to the most appropriate expert(s) and improving customer support productivity.

Clerity reports key Customer Support features include:

• an enhanced skills repository for identifying community experts and their areas of expertise;

• LDAP support for integration with other applications and membership databases;

• Three methods for getting answers to questions--by searching the knowledgebase using an enhanced natural language search facility, identifying experts with specific areas of expertise to answer their questions or by posing a question to the community at large;

• personalized "MyPage" facilities for both requesters and experts; and

• support for open problem escalation to ensure a higher level ofcustomer service.