Register.com Opens New State-of-the-Art Customer Care Center Providing
Smarter, More Responsive Customer Service
New Customer Care Center offers enhanced electronic tracking capability,
enlarged staff and a toll-free hotline
New York, NY – May 24, 2000 – Register.com (Nasdaq: RCOM), one of the
Internet’s leading domain name registrars, today announced the opening of
the company’s upgraded Customer Care Center, newly equipped to provide
enhanced customer service and tech support to register.com’s ever-growing
client base. Continuing to offer 24/7 service 365 days a year, the Customer
Care Center now offers an integrated online and telephone ticketing system,
a new toll-free call-in number, and a larger staff to ensure more targeted
customer support and quicker response time.
“Register.com has always understood that the initial registration of a
domain name is just the beginning of our relationship with our customers,
and the priority we place on providing fast and effective customer service
is what sets us apart from our competitors,” said Richard Forman, President
and CEO of register.com. “With our new Customer Care Center’s upgraded
technology, more contact options and increased staffing, our customers will
get both fast and specialized attention to their inquiries, regardless of
their level of technical sophistication.”
Technological upgrades at register.com’s new Customer Care Center include a
new Nortel Networks Automatic Call Distributor and unified messaging
platform, allowing register.com customer service representatives to provide
a comprehensive customer contact strategy. As a result, register.com’s
Customer Care Center can provide “skill-based routing” to deliver calls to
Customer Service Representatives based on their area of expertise.
Customers can contact the Customer Care Center through a toll-free customer
service hotline, 800-899-9702, as well as through fax, e-mail , and
web-based problem reporting.
“When you’re doing business online, there’s no such thing as “business
hours”, holidays or weekend breaks, so we realize how important it is for
our customers to get the help they need when they need it,” said Jack
Kerins, register.com’s Vice President of Customer Service. “The
register.com Customer Care Center provides around the clock customer
service, seven days a week, 365 days a year – without exception. In
addition to technological upgrades to our automated help systems, we’ve
increased our CSR staffing by 400% during the past eight months to help
ensure that our customers can always contact a live person.”
Register.com’s new Customer Care Center has expanded the number of voice T1
lines supporting toll free access in the USA and direct dial access
globally. As a result, as the company’s customer base continues to climb,
register.com can maintain its world-class call response time, currently
averaging less than 60 seconds wait time per call. To further aid
customers, register.com has made a comprehensive set of Frequently Asked
Questions (FAQs) available on the web site at www.register.com. These FAQs
are supported by an industry leading problem-reporting system that
customers can access directly via email.
Responses are delivered by register.com’s CSRs to the customer in “near”
real time.
To access register.com’s Customer Care Center, call 800-899-9702 or email
us through our Web site at www.register.com.
About register.com
Register.com, Inc. (www.register.com) provides domain name registration and
other Internet services for individuals and businesses that wish to have a
unique and branded identity on the Internet. Register.com was the first
registrar to compete in the domain registration market after the US
government deregulated the industry in 1999. In addition, the company was
selected as one of the first five “test bed” registrars accredited by
ICANN, the Internet Corporation for Assigned Names and Numbers.
Register.com was ranked among the top 100 Web sites by PC magazine in July
1999 and listed as one of Fortune Magazine’s 25 Products to Watch in
November 1999. Register.com was also ranked among the Top 25 Online
Merchants by Nextcard for January, February and March of 2000. The Company
was founded in 1994 and is based in New York City. For investor relations
information, visit our IR website at http://investor.register.com.
