Earthlink 2000 Annual Report Download - page 8

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registration, allowing both our novice and experienced customers to quickly set up access to the Internet.
Our business services consist of:
- Web hosting, the business of maintaining a customer's Internet Web site,
- Web page design,
- domain name registration, and
- e-commerce solutions.
In December 1999, we debuted our new access software and online interface, EarthLink 5.0. EarthLink 5.0 is designed to provide customers
with an intuitive, all-in-one Internet environment. It allows for customization and personalization, letting EarthLink customers take advantage
of the power, speed and scope of a direct Internet connection through one fully-integrated user interface. Customers need only click a button to
access the Web, email, chat or other Internet applications. In addition to a one-stop Internet environment, EarthLink 5.0's robust feature set
includes an intuitive multimedia-aided account setup process, full management of user profiles and locations, seamless setup and use of
broadband connections, and multiple personalization and productivity options.
In December 2000, we introduced the "EarthLink Everywhere" initiative in which we focus on enabling customers to access the Internet no
matter where they are; through both wired and wireless non-pc devices and appliances. Under the EarthLink Everywhere program we research
and select the most promising new technologies, and bring those access technologies to market.
CUSTOMER SERVICE AND TECHNICAL SUPPORT
We believe that reliable customer service and technical support are critical to retaining existing customers and attracting new ones. We provide
the following services:
- toll-free, live telephone assistance available seven days a week, 24 hours a day,
- email-based assistance available seven days a week, 24 hours a day,
- live chat support 5 days a week from 9 AM to 5 PM PST
- help sites and Internet guide files on the EarthLink Web site, and
- printed reference material.
We also provide support for businesses with dedicated access connections and web sites. In addition, we maintain newsgroups on the Internet
where subscribers can post requests for help and other subscribers, as well as our own support personnel, can respond.
We currently handle an average of over 55,000 customer service and technical support calls a day through our call centers located in Pasadena,
California; Sacramento, California; Rocklin, California; Atlanta, Georgia; Harrisburg, Pennsylvania; Phoenix, Arizona; Seattle, Washington;
San Jose, California; and Dallas, Texas. We also contract with call center services vendors whose EarthLink-trained employees provide
additional technical support assistance. We believe the call centers' technology and systems are scaleable to accommodate call volume growth.
We actively evaluate our call center facilities in order to deliver more effective and efficient services to our customers.
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