USAccess Bank Launches New Customer Service Center

Louisville, KY/November 16, 2000
USAccess Bank, Inc. has partnered with RightNow Technologies to create a brand new Customer Service Center for USAccess Bank. The new center provides dramatic improvements for both customers and the Customer Service staff of USAccess Bank. USAccess Bank is utilizing the RightNow Web software, which allows for a fully integrated customer service product suite bringing effective customer service into the age of the Internet.

According to the RightNow Technologies’ website, http://www.rightnow.com, RightNow Web offers cutting edge self-service technology, email management and online chat capabilities. For customers of USAccess Bank, this means that their questions are answered quickly and to their satisfaction.

When customers enter the online Customer Service Center located at http://www.USAccessbank.com/custserv.asp, they have the choice of searching through comprehensive FAQs. These FAQs are not static but instead are located in a dynamic knowledge base that “learns” with each query. According to RightNow Technologies, 90% of all web site visitors quickly find answers themselves. If customers do not find their answers in the initial list of FAQs, they have the option of searching through all FAQs by multiple methods including Keywords and Natural Language queries.

If customers are unable to help themselves, USAccess Bank offers secure online chat from 8:30am to 6:30pm EST Monday through Friday. This allows customers to get answers without having to disconnect their Internet connection in order to use the telephone. Another contact avenue available to the customer is secure email through the Customer Service Center.

RightNow Web offers an integrated interface for Customer Service staff allowing a representative to participate in a chat session and answer an incoming email at the same time. With a single interface for all customer service functions, the ability to efficiently service customers will be maximized.

To read more about RightNow Technologies, visit their site at http://www.rightnow.com. To learn more about USAccess Bank, go to http://www.USAccessbank.com.