Bell Atlantic Earns National 'Swift-E' Award
For Fast Response to Customer E-mail
Brightware, Inc. Puts 100 Large Companies to the Test,
Bell Atlantic Places Second
February 9, 2000
NEW YORK - Bell Atlantic's quick response to customer e-mail
inquiries ranks among the fastest nationwide, according to an independent
study announced today.
At a ceremony in San Francisco, Bell Atlantic received the "Swift-
E" Award from Brightware, Inc., for placing second among the
country's largest 100 companies. Brightware sent each company a sample
customer e-mail requesting information on how to contact the CEO, and
then tracked response times. Bell Atlantic answered the e-mail in 11
minutes and 22 seconds.
"I am pleased to accept this award on behalf of all Bell Atlantic
employees -- this award is another demonstration of the emphasis Bell
Atlantic puts on providing Customer Care," said Catherine Stanley,
Bell Atlantic Internet Marketing Director, who accepted the award.
"When customers call one of our business offices, send us a letter, or
an e-mail, we place a priority on making sure they have the answers they
need in a timely fashion."
Brightware, based in Northern California, is the leading provider of
eCustomer Assistance software for the Internet. For the past two years,
Brightware has commissioned a survey on how quickly large companies
respond to customer e-mail. The company hires a private firm to send the
test e-mails to companies.
"Providing quality customer assistance across all channels of
customer communication helps companies differentiate themselves from
the pack, and keep their customers happy," said Beverly Ulbrich,
senior vice president of marketing for Brightware. "Bell Atlantic's
commitment to ensuring fast, comprehensive customer service proves they
deserve this Swift-E award."
Bell Atlantic is at the forefront of the new communications and information
industry. With nearly 44 million telephone access lines and 12 million wireless
customers worldwide, Bell Atlantic companies are premier providers of advanced
wireline voice and data services, market leaders in wireless services and the
world's largest publishers of directory information. Bell Atlantic companies are
also among the world's largest investors in high-growth global communications
markets, with operations and investments in 23 countries.