Servicesoft, Baystone join for Web-based customer support

Companies and their customers who want speedy, accurate online customer service will benefit from a new deal that joins customer support software from Servicesoft and Baystone Software.

Using Baystone's BaySupport online support application and Servicesoft's Web Advisor intelligent interface, customers can pose queries and describe problems online. Both can be displayed via multimedia illustrations to convey otherwise difficult concepts. Customers can also click a button and ask support staff, who either reply personally or send via E-mail the URL of a Web Advisor page containing the best answer to their question. New problem resolutions are logged into the company's support knowledge base, as are the online customer interactions which don't require the help of support staff.

The combined solution answers customers' needs for "[a] customer management-focused support application coupled with a self-help interface for their web sites," said JT Sison, BayStone's director of channel marketing and business development. Joseph Goulette, Servicesoft's director of business development, adds that the combination "enables corporations to offer a whole new level of customer care both on their web sites and at their support call center."