Confirmed by Small Businesses as the Leading Provider of Service And
Support(1), Gateway Delivers New Web-Based Support Tools and Creates
The Framework for Future Capabilities That Will Help Clients Better Manager
Their Technology Infrastructure
SAN DIEGO, Oct. 17 /PRNewswire/ -- Gateway Inc. (NYSE: GTW) today enhances
its technical support Web site for business, education and government clients
with Gateway(SM) eSupport. Gateway lays the foundation for a host of
capabilities that will help clients better manage their technology
infrastructure, giving clients new tools that make it faster and easier to
obtain service information and technical support. Gateway eSupport now
includes self-healing tools, live interactive Web-based technical support, and
an intuitive interface for accessing technical assistance, training and
customer service information.
"Our new Web-based technical support and customer service tools exemplify
Gateway's philosophy that people are the most important driving factor behind
technology," said Nemo Azamian, vice president of Client Care Services,
Gateway Business. "While we're using the Web to expedite support for our
business clients, we're also providing them with a direct link to live
technicians who can offer guidance and assistance when needed. These new
capabilities are just the first step in a range of services we'll offer
clients through Gateway eSupport."
Gateway's Assisted Service feature allows technicians to connect to
clients and their systems via live Internet chat sessions, diagnose problems
and provide automatic solutions. This method expedites technical support
resolution by eliminating the need for customers to provide serial numbers,
system configurations and answer basic questions about their system since the
information is captured automatically through the Gateway Assisted Service
module. Clients can engage a chat session while on the road, catch a flight
and re-engage to find a solution upon their return. Because Gateway's
Assisted Service and all other Gateway eSupport are fully Web-based, both
existing and new Gateway clients can take advantage of all the features
free-of-charge, 24 hours a day.
Gateway eSupport also delivers self-healing tools that allow clients to
run diagnostics on their system and often solve problems without engaging a
technician. For many issues, Gateway eSupport provides active content that
will automatically fix a problem if clients don't want to execute the required
steps on their own. If the automated trouble-shooting process doesn't
identify a solution, the client's information will be sent to a technician who
can assist them over the telephone or via an online chat session.
The intuitive Gateway eSupport interface makes it easier for clients to
navigate all the support options available to them. Essential knowledge,
tools and support information is mapped directly to an individual user's
hardware configuration. The site also provides quick links to hundreds of
Gateway online training courses, service and support news, frequently asked
questions, troubleshooting guides, updated drivers, and common issues and
solutions. Clients can also send emails to customer service and technical
support to inquire about shipping and billing information and technical
issues.
Gateway eSupport will continue to evolve in the coming months with
enhanced features to ease the technical support and customer service process.
Gateway's business, education and government clients can access Gateway
eSupport at http://www.gatewayatwork.com/support.
About Gateway
Gateway (NYSE: GTW), a Fortune 250 company founded in 1985, focuses on
building lifelong relationships with consumers and businesses through complete
technology personalization. Gateway ranked number one in U.S. consumer PC
revenue in 1999(2) and was rated among the top ten best corporate reputations
in America according to a survey conducted in August of 1999 by Harris
Interactive and the Reputation Institute and published in The Wall Street
Journal. In 1999, Gateway was seventh in total return to shareholders among
Fortune 500 companies and tenth in total shareholder returns over the past
five years.(3) Gateway employees worldwide provide clients with services and
built-to-order computers that consistently win top awards from leading
industry publications. Gateway had total global revenue of $8.65 billion in
1999. For more information, visit our Web site at http://www.gateway.com.
(1) According to small business research from AMI-Partners.
(2) According to GartnerGroup/Dataquest US PC Quarterly statistics.
(3) According to Fortune Magazine, April 17, 2000.
Gateway and the Gateway stylized logo are trademarks of Gateway, Inc.
SOURCE Gateway Inc.
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Related links:
http://www.gateway.com
CONTACT:
Lisa Emard, Gateway Business, 949-609-4496,
lisa.emard@gateway.com
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