HERNDON, Va., -- Aug. 9, 2005 -- Network Solutions, a leading provider of Web solutions, today re-launched its brand and Web site with a new focus on providing a one-stop shop to help small businesses get online easily and inexpensively. A recent survey conducted by Harris Interactive for Network Solutions found that 71 percent of Americans have dreamed of starting their own business. Network Solutions is the small business expert on the Internet because they work with the largest small business customer base of anyone in the industry.
"Based on talking with our customers and other small business owners, we have a firm understanding of what they want to accomplish online and now fulfill those needs by offering individual client consultation to let them determine the best solution," said Champ Mitchell, chairman and CEO of Network Solutions. "Our customer service consultants are available to answer any questions and provide guidance to customers who may not have the expertise, resources or time to determine what Web solution is going to best meet their business needs."
With more than 26 years of experience and four million customers, Network Solutions provides the easiest way for small business owners to pick a Web address, create their own Web site, market their business and sell online. By providing a full spectrum of products and services backed by 24/7, Real-Person Customer Service(TM) consultants, Network Solutions provides guidance in tailoring Web solutions to meet customers' needs. The company plans to continue to expand its small business portfolio with competitive products such as communications, security and business solutions.
Web Site and Brand Renovation: "How Can We Help You Today?"
"The Network Solutions of old was not a customer friendly place," said Mitchell. "We had to reinvent attitude, not just reinvigorate the brand. Network Solutions today is about creating relationships first, and selling products and services second."
The newly revamped Network Solutions® Web site, http://www.networksolutions.com, is an example of its new customer focus. With a "How Can We Help You Today?" drop down menu prominently positioned on the home page, customers can easily navigate through the Web site to find the solutions they need.
"We are passionate about understanding our customer, and tailoring the solution we recommend to that customer's needs and not ours," continued Mitchell.
On its new Web site, Network Solutions has introduced the Learning Wizard tool to help customers choose the solution that best fits their business needs by asking a series of thoughtful questions. An in-depth glossary of terms is always available to clarify terms in basic "non-tech" language.
For the more technical oriented customers who know what they want, Network Solutions' new Web site features products and services section that highlights all products and services and gives Web experts the details they want to make the right decision to meet their business needs.
In the past year, Network Solutions has distinguished itself by moving its customer service organization from a basic trouble shooting and order taking function to providing highly skilled, friendly and knowledgeable customer service consultants, available 24/7 to work with customers whether they are newcomers or experts.
"We have revamped the entire organization and incorporated an intensive six-week training program for all customer consultants, creating a top-notch organization," said Shelley Rawlings, vice president of Customer Service Operations and Support. "Only about half of all applicants are even selected to get into this rigorous program, ensuring they we have the most technically trained, friendly and knowledgeable consultants in the Web solutions industry."
The customer consultants often "down sell" customers rather than try to sell a product the customer may not truly need. This attitude of "buy what you really need and can use" is why, on average, first-time Network Solutions customers rely on our consultants' advice three times in their first month.
"The decisions we make in the customer service organization are filtered with the question 'will this result in satisfaction with every customer interaction?'" added Rawlings.
The Customer Service Team at Network Solutions was recently honored to be named a finalist in the Best Customer Service Organization category in the third annual American Business Awards 2005.
About Network Solutions
Network Solutions, a leading provider of Web solutions and the pioneer of the domain name registration service, offers a full range of Web-related services, including Web site hosting, Web sites, online marketing, e-mail and domain name registration services. Network Solutions draws on 26 years of experience to make it simple and affordable for customers to build and manage an online presence through a one-stop Web Solutions provider. Additional information about Network Solutions' offerings is available at http://www.networksolutions.com.
