ESET SELECTS INQUIRA TO ENHANCE GLOBAL ONLINE SUPPORT Antivirus Vendor Expects to Raise the Bar in Customer Service for the IT Security Industry SAN BRUNO, Calif., December 22, 2008—InQuira, Inc., a provider of integrated software applications for web self-help, agent-assisted support and enterprise knowledge management, today announced that ESET, the leader in proactive threat protection, has selected InQuira to enhance its global customer service infrastructure. ESET will use InQuira’s recently announced InQuira v8.1 with Multilingual Dictionary (MLD), a Knowledge Management platform that enables users to author and access content across multiple languages, including using cross-lingual natural language search, to power its global web self-service, agent-assisted support and website search. InQuira’s cross-lingual capabilities are particularly relevant to the implementation, as ESET is consolidating its separate international websites into a single ESET.com property to serve the needs of all customers, partners and employees, regardless of geographic location. ESET is one of the fastest growing companies in the security software space, offering proactive threat protection from viruses, spyware, adware, worms, trojans, rootkits and other malware for businesses and consumers through a vast distribution network in more than 160 countries. With production headquarters in Bratislava, Slovakia and distribution headquarters in San Diego, California, ESET was looking for a Knowledge Management platform that could easily integrate into their global system. InQuira 8.1 with MLD enables users to search and retrieve information across multiple languages, and have it automatically translate into their designated dialect. The first phase of the project will offer support for English and Slovak; ESET plans to add additional languages to support their high volume distributors. “As a global company in an extremely fast-paced and competitive market, we require cohesive customer service experience for both our consumer and business audiences with a feature rich self-service offering,” said Lance Smith, director of customer care at ESET. “To maintain our exceptionally high customer retention rate, we aim to address any support inquiry as quickly and accurately as possible, regardless of channel or geographic location. InQuira’s multilingual and natural language capabilities will help us insure that we continue to deliver superior online and agent-assisted support.” “Support inquiries in the antivirus industry often carry a higher degree of urgency, so online and call center support become even more of a competitive differentiator,” said Mike Murphy, CEO of InQuira. “ESET’s global initiative is raising the bar for the industry standard of service, and we look forward to working with them in the coming months to consolidate their international support into one global support powerhouse.”
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