Fairmont Hotels & Resorts Extends Agreement With Responsetek

ResponseTek unveils eKnowledge to extend the breadth of proven Experience Based Management solution suite

Vancouver, BC Canada – ResponseTek announced today the launch of eKnowledge, a knowledgebase solution that captures everyday customer experiences and makes this information accessible and useable across any complex organization.

eKnowledge promotes user self-help and business intelligence while eliminating the amount of redundant requests an organization receives. Unlike an FAQ system, eKnowledge is built on current day-to-day experiences that organizations are dealing with on the front-lines and offers an organic and easily maintained self-service resource for any corporate website, Intranet or Extranet. eKnowledge provides a quick and easy method for customers or employees to learn about the company and provides companies an avenue to see things from the customer viewpoint.

"According to Gartner Group, it costs 24 cents for a customer to self-serve via the Web versus $5.50 to serve a customer on the telephone," stated Syed Hasan, President and CEO of ResponseTek. "We built eKnowledge so companies can take advantage of the significant cost savings in customer service as well as facilitate fast and reliable customer service. As the Forum Corp. reports, 69 percent of customer defections are because of poor service or sales interaction. With eKnowledge, front-line employees can now provide better service with access to a comprehensive library of existing customer issues and resolutions. They can find the precise, relevant information they need to serve one customer and move on to help the next."

Availability

eKnowledge is available immediately. eKnowledge is fully integratable with the Experience Based Management (EBM) solution suite and can be implemented with no hardware, software or IT support. To see eKnowledge in action, go to the ResponseTek website and click on "ResponseTek Q&A" from the menu bar on the left.

For information on eKnowledge features and benefits, visit www.responsetek.com. For pricing information and a product demonstration, please contact the sales department at 604.484.2900 or send an email to sales@responsetek.com.

ABOUT RESPONSETEK

ResponseTek (www.responsetek.com) interconnects businesses with their customers, vendors and employees. Companies use ResponseTek’s Experience Based Management (EBM) solutions to enhance loyalty by driving business improvements based on the needs of their stakeholders. Clients include industry leaders such as Abbey, Aon, British Telecom, Fairmont Hotels & Resorts, NTL, T-Mobile, TELUS, WestJet, and Xerox.

ResponseTek – "Experience Excellence"

For more information

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