Press
Release
FOR IMMEDIATE RELEASE
DIGITAL RIVER'S CUSTOMER SERVICE
CENTER ON THE INTERNET'S LEADING EDGE
MINNEAPOLIS, Minn., May 25, 1999 -- Digital River (Nasdaq: DRIV), the leader in
Web-based commerce for digital products, leads the industry in customer service provided on behalf of its clients. The company recently purchased new integrated phone and e-mail management systems as part of its commitment to leadership in this area.
"91 percent of our clients' customers said they would purchase through Digital River again - and that's because their experience has been positive," said Joel Ronning, CEO of Digital River. "As we continue to grow, we will make sure that customer service is never compromised, and that is what makes Digital River unique."
The new Fujitsu phone system supplies calls to Digital River customer service representatives using a skills-based routing system that ensures a positive customer buying experience. The system also enables more accurate customer service reporting for Digital River's clients, including the number of calls received as well as the subject of the inquiries. This information can be used to help analyze a client's sales and service and the type of questions being raised.
"The new Kana e-mail system also uses skills-based routing and provides both automated and customized responses to customer questions.
In a recent customer service study, Jupiter Communications* found that 42 percent of top-ranked Web sites either didn't accept e-mail from customers, never replied to them or took longer than five days to answer. Further research published in The Industry Standard (5/17/99)** compared e-mail response times for several Internet retailers. The study found that response times varied and the quality of answers was inconsistent. This sampling of e-commerce sites showed some best-of-breed companies answering e-mails in 30 minutes, whereas others took up to eight days. Since the installation of the new systems, Digital River averages less than 30 seconds in responding to phone inquiries and less than one hour for e-mail responses.
"When compared to this new research, our response times demonstrate that the customer service support provided by Digital River on behalf of its clients is among the best in the industry, and we are setting standards for Web customer service performance," added Ronning. "Our customer service operation ensures a positive and efficient buying experience for consumers, and greatly enhances the ability to handle multiple customer requests for our growing client base of leading digital content publishers, CommerceBridge clients and online retailers. The customer service function is a significant benefit for our clients - especially for those who don't have the capabilities to offer 24/7 customer service."
About Digital River ***
Digital River, Inc. (Nasdaq: DRIV), based in Minneapolis, is the largest online source of software and a leading outsource provider of Web-based commerce solutions. The company provides more than 5,000 software publishers and online retailers with its proprietary technology for Internet delivery of more than 100,000 digital products, including 30,000 software products and applications. For more information, visit Digital River's Web site at http://www.digitalriver.com.
* Research results property of Jupiter Communications.
** Research findings published in The Industry Standard, 5/17/99 issue; "Customer Disservice," page 92.
*** Except for the historical information contained herein, this press release contains forward-looking statements, including statements containing the words, "believes," "anticipates," "expects" and similar words. Such forward-looking statements involve known and unknown risks, uncertainties and other factors which may cause the actual results, performance or achievements of the Company, or industry results, to be materially different from any future results, performance or achievements expressed or implied by such forward-looking statements. Such factors include, among others: the Company's limited operating history and variability of operating results; market acceptance of electronic software delivery; the Company's ability to maintain relationships with software publishers and online retailers; competition in the electronic commerce market; and other risk factors referenced in the Company's public filings with the Securities and Exchange Commission.
