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SupportSoft Helps Cox Help Subs

Cox Communications Inc. launched SupportSoft's online help tool for high-speed subscribers as part of an overall portal redesign on Nov. 25. The new Web site provides answers to service issues, a list of frequently answered questions and a list of "how to" questions, as well as links to online customer service.

"We had a very static support site," said Cox Internet support applications director Keith Lindsay, director of Internet support applications — one that had essentially been inherited from the MSO's former Internet backbone provider, Excite@Home Corp.

"It was tough to navigate and it was time for use to make a design change," he said.

Cox had already begun using SupportSoft's chat functionality last year, and added more components with the redesign that debuted Nov. 25.

The new site features nine "click-to-fix" automated self-help solutions, Lindsay said. Another 16 are slated to be added soon.

The site also includes advanced search capabilities and a FAQ list that reorders itself in response to the number of inquiries about certain topics.

The site also allows Cox to alert consumers about breaking virus attacks and provides other real-time information on important topics. There is an enhanced chat feature for Cox's chat agents.

Cox has 100 chat agents spread through the country. Online chat help is available 24 hours a day, seven days a week, Lindsay said.