Services Fact Sheet

Company Description:

CyLynx Inc. is a global provider of outsourced customer support and e-business services. Led by five decades of technology expertise and armed with a sophisticated customer interaction staff, CyLynx functions as a highly-skilled, low-cost IT support department available on demand. CyLynx enables enterprises to improve customer satisfaction and boost profitability through IT cost savings of up to 50 percent. Businesses can focus on core objectives while CyLynx delivers customer service and technical support through 24 x 7 e-mail, live chat, and voice. Additionally, the company offers multi-channel sales support and advanced Web site and intranet development services. CyLynx services are ideal for companies that rely on round-the-clock, outsourced technical support. Web hosting is a particular focus for CyLynx, due to the fact that its executives have years of experience in this market. CyLynx is privately held and has offices throughout the United States and Southeast Asia.

Specialized Outsourced Services:

CyLynx specializes in providing support for customers of Web and application hosting companies, Internet Service Providers (ISPs), Internet start-up companies, and business-to-business (B2B) and business-to-commerce (B2C) e-commerce sites. Additional outsourced services include Web development, intranet development and sales support.

Service Features:

E-mail Support
CyLynx helps companies leverage the best qualities of e-mail and eliminate the potential drawbacks.

• Professional Support Engineers - Respond to customer e-mails in a friendly, professional, and personalized manner.
• Quick Response - CyLynx guarantees a personalized response to customers' e-mails within a mutually agreed upon amount of time. Additionally, each incoming email will trigger an auto-response to the customer that acknowledges the problem and describes how to track the incident online.
• Efficiently Routed E-mail - Incoming e-mail messages are routed to the proper recipients within CyLynx or the company. For example, support questions will remain with CyLynx, thank you letters can be forwarded to the customer's marketing department, and business proposals can be sent to the customer's business development team.
• Customer Retention - CyLynx can write e-mails as follow-up to customer cancellations. These e-mails are intended to uncover reasons for leaving and to help retain lost buyers. When customers express anger or frustration with a company, CyLynx can send personalized apologies for damage control and customer retention.
• Spam Control - CyLynx can filter out unwanted messages, mass e-mails, and other distractions.
• Seamless Support - E-mail messages contain the company's greetings and closings to ensure seamless integration with existing support mechanisms.

Live Chat Support
Well-implemented chat support has the potential to combine the best qualities of e-mail and voice. Live, cost-effective, and Web-enabled, CyLynx Chat Support gives customers a means to communicate over the Web 24 x 7.

• Improved Online Customer Support - With the click of a button, customers can text chat with a live CyLynx representative, without having to download any additional software. Live chat is a perfect means to immediate customer issue resolution.
• Chat With Netiquette - CyLynx's support engineers are trained in proper chat netiquette to meet the needs of each customer.
• Proactive Customer Assistance - Support engineers can push Web pages to a customer's browser, in order to help him/her locate useful or requested information. Additionally, engineers can monitor customer activity on a company's Web site. If a customer appears to be having difficulty with a particular technical support page, CyLynx can interrupt a user's session by offering to chat with them.
• Customer Personalization - When a customer triggers an interaction with a CyLynx support engineer, information about that customer appears on the engineer's screen, facilitating a more personalized, effective session.

Voice Support
Despite advances in Internet communications, most people still prefer to pick up the phone and call for support. Service companies must have efficient voice support in order to meet customer expectations.

• Rapid Response - Based on the Service Level Agreement (SLA), CyLynx will answer customer calls within an agreed upon amount of time.
• Toll-Free Phone Support - Allows customers to dial a toll-free number when they require assistance.
• Customer Convenience - Customers have the option to enter their name, telephone number, a brief description of their problem, and a convenient time to be reached, and support engineers will contact them accordingly.
• VoIP (Voice Over Internet Protocol) Support - If a customer prefers using their microphone and speaker versus their telephone, the customer can contact support engineers via the Internet.
• Customer Knowledge - When a customer triggers an interaction with a support engineer, information about that customer appears on the engineer's screen, facilitating a more personalized, effective session. With an integrated support system, customers do not have to repeat their issues if they have previously e-mailed, chatted, or called.
• Technology - CyLynx developed its proprietary customer relationship management (CRM) software after spending years working with other software products that were unable to successfully manage large volumes of support requests. The intelligent customer interaction system, which integrates voice, chat and e-mail communication, allows CyLynx to efficiently route, escalate, and respond to all types of support calls. Because of the proprietary nature of the software, CyLynx can customize the system to match customer needs and work with customers' existing tools.

Web Hosting Expertise