CUPERTINO, Calif. - April 21, 2000 -- Symantec Corp. (Nasdaq: SYMC) today announced that it has been recognized by Supportgate.com, a web portal specifically designed for the unique needs of support professionals, with a WebStar award for its superior customer service website. The awards recognize e-tailers who excel and ultimately provide outstanding service to their online customers.
"Symantec is honored to receive this WebStar recognition for our service website," said Dana Siebert, executive vice president of Symantec’s worldwide sales, marketing and services. "We have to thank our consumers for making our web presence such a success. We have worked hard to keep our response time low and our knowledgeable customer service team on-track. Our goal is always to provide the best customer support available, and it is nice to be honored for our work."
Supportgate.com developed the WebStar awards to help consumers quickly identify which companies excel at meeting their customer service expectations on the Web. The program also helps superior companies differentiate themselves from others, and creates industry benchmarks for levels of customer service to be expected on the Web. Award applicants were judged based on their methods of interaction (online chat, multimedia tutorials, e-mail, phone, fax, FAQ’s, mail) and performance (availability, usability, responsiveness, courtesy/quality, outcome) and other criteria such as customer surveys, monitoring capabilities and graphical appearance.
"Symantec Corporation is an excellent example of Web-based service at its best," said Bill Rose, SSPA Founder/Executive Director. With a series of live chat, knowledge based access and online tutorials, Symantec responds to tens of thousands of service requests per month.
Supportgate.com also commended Symantec on its cutting-edge service, "In an age where even getting a phone number from a site to call and get service can be a challenge, Symantec has shown that they are way ahead of the pack in terms of the service and support." Supportgate.com also stated that Symantec’s Service Website was chosen because of its extremely low response time, its variety of ways to get service, and its user friendly ways of getting answers and solutions.
Eighty percent of Symantec’s customers choose online technical support as their method for obtaining technical assistance. These free online support services include discussion groups, where questions can be submitted and answered within 24 hours; a searchable knowledge base addressing technical support issues; answers to frequently asked questions; Fax-on-Demand documents, which allow customers to receive information directly to their fax machine; and email Support-on-Demand, which enables customers to receive an email response to their problems almost immediately. Symantec’s focus on online services makes it easier for technicians to give timely, accurate support to its customers.
Supportgate.com builds Internet service communities. Through these ‘gates’ you will find the individual organizations of Service Vendors Alliance, (SVA), Support Center Practices (SCP) certification, Technical Support Professionals Society (TSPSsm), Software Support Professionals Association (SSPA), and SSPA Europe.
The Supportgate.com web portal site is ‘home’ for service professionals and executives and features many opportunities such as Peer2Peer Connection Rooms; Member Showcases; Member2Member Information Exchange; Expert Connections; SupportBooks.com; Online Training and an industry specific Career Center. It also contains Conference and Events Calendars; a Virtual Tradeshow; Industry News; Surveys; SupportWeek.com and a Vendor Directory. Supportgate.com is the home for the Software Technical Assistance Recognition (STAR) Awards; the WebStar Awards; Support SuperStars Awards; SCP Site Certification and SSPA Individual Certification. For recent news releases and other information, see our Internet home page at www.supportgate.com.
Symantec is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at www.symantec.com.
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