Telera, Visioneer and Telverse Select noHold's Instant Support™ for Web-Based Self-Service Customer Support

Technology companies expect to develop stronger customer loyalty and increase revenue by providing Instant Support on their Web sites.

Milpitas, Calif., USA - August 7, 2001 - noHold, Inc., the leading provider of Web-based self-service solutions, has entered agreements to provide Instant Support to three rapidly growing technology companies - Telera, a voice-Web infrastructure company; Visioneer, a maker of scanners and software; and Telverse Communications, a business communications services company. noHold Instant Support will enable all three companies to direct support inquiries to an interactive Web portal where customers can diagnose and solve their own technical problems immediately with the aid of noHold's proprietary query-and-response inferential engine.

"When companies improve their customer support efficiency and response times, it automatically raises customer satisfaction," said Diego Ventura, founder and CEO of noHold. "In turn, that increases revenue, creating a substantial improvement in a company's bottom line. Some analysts predict that 67 million customers will be seeking online support by 2005, so noHold is offering a great opportunity for companies that are serious about strengthening their competitive positions."

With Instant Support, companies can reduce overall customer support cost, improve customer retention, and increase revenue by simplifying and accelerating the means to solve problems and answer questions. Most solutions are delivered within three or four clicks, and companies can access real-time metrics about support sessions. Instant Support also can tap into a company's existing knowledge bases to access, make sense of, and integrate data into the Instant Support response.

According to some analysts, companies may be paying the accumulated costs of several channels to resolve a single issue. Typically, that's $33 for each telephone session, and $10 for each email, versus a little more than a dollar for knowledge-base sessions, such as Instant Support.

Aside from a lower cost per session, noHold Instant Support offers a significant advantage over traditional solutions, which typically require the user to perform manual research or to wait hours or days for a response. Instant Support users receive an immediate resolution, or if the problem is unique or complex, they can be escalated to an email, chat or telephone support agent, along with a summary of the online session.

Telverse, set to launch Instant Support in early September, expects its user base to increase significantly as the company grows. Executives wanted to implement an advanced, scalable system that would provide premiere support immediately.

Visioneer will implement a pilot program, starting with Instant Support for its Model 8100 scanner. The company's three-month goal is to achieve significant reductions in telephone and email support for this product line.

By the end of August, Instant Support will be packaged as a pilot program with Telera's DeVXchange Codecenter. The company expects to control escalation numbers by first directing customer support inquiries into self-help.

About noHold, Inc. noHold is the leader in Web-based self-service knowledge management solutions that diagnose and solve complex technical problems and provide information to users, 24x7. noHold Instant Support, the company's flagship product, is a virtual support agent designed for customer service, technical support, marketing and sales support, human resources, financial services, and other information-rich organizations to build profitable and labor-efficient relationships with their employees, customers, prospects and suppliers. With noHold Instant Support, users can resolve problems and obtain actionable information quickly, without waiting on hold.

noHold is a privately-held company established in 1999 and headquartered in Milpitas, Calif., USA (Silicon Valley). It has sales offices in San Diego, Calif., and Washington, DC. Its leading customers include AT&T Broadband, Cisco Systems, Logitech, and Aspect Communications. Additional information is available at www.nohold.com. Send e-mail to info@nohold.com, or phone 408-946-9200.