Sideware Unveils Real-Time Customer Service Tool for IBM E-Commerce Systems

Canadian software developer Sideware Systems Inc. (VSE:SYD) has announced a new customer service tool that enables online merchants to interact with shoppers in real-time over the Internet.

The new product appears to consumers as a Java-based whimsical avatar named Dr. Bean. It can interact with online shoppers, and allow a customer service representative (CSR) to respond to shoppers’ questions on a real-time basis. Dr. Bean can also guide customers to various pages in the merchant’s online store, using a technology for “screen synchronization” between the customer service representative and the online shopper’s Web browser.

Dr. Bean is a value-added product that can be integrated with IBM middleware products like DB2, Net.Commerce and Websphere, to create e-commerce solutions.

Other applications of Sideware’s new technology include allowing a customer service representative to suggest alternative products for out-of-stock items, promote add-ons, discuss sales specials, or assist shoppers with trouble-shooting.

According to Owen Jones, president of Sideware Systems, “Dr. Bean fills the void that exists in e-Business customer service by providing companies the ability to deliver live, personalized customer service right over the Internet.”

Additional Product Features

Some of Dr. Bean’s other features include CSR lead/follow browser synchronization, same-time chat contextual to Web pages, customer call-queuing and prioritization, and vendor CSR call-escalation.

The new product also provides capabilities for product support, tracking of customer activity and buying history, push content prompted by customer profile, up-selling and cross-selling, all of which contribute to increased sales, profits and greater customer loyalty. Written in pure JAVA, Dr. Bean requires no download or storing of additional software on customers’ PCs.

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