Dell Online Service and Support: The Next Generation
Dell's New Offerings to Include Natural Language Search,
Spare Parts Ordering, Automatic File Notification,and a Virtual Help Desk.
Introduces Dudley to the WorldRound Rock, Texas, December 15, 1998
Dell Computer Corporation (Nasdaq:DELL), the world's leading direct computer
systems company, today announced a series of new service and support capabilities
that are available on the company's U.S. web site. The offerings include a natural
language search capability called Ask Dudley, a virtual help desk called HelpTech,
an automatic file notification service called FileWatch, and a spare parts ordering
system.
"The new suite of service and support tools makes it easier to troubleshoot PC problems
and find detailed, customized information about Dell systems," said
Richard Owen,vice president of Dell Online.
"This further extends Dell's leadership in providing online service and support to our
customers, enhances the customer experience on Dell.com, and provides yet another reason
to do business with Dell online."
Owen added that direct customer relationships give Dell an unmatched ability to anticipate,
understand, and address customer needs.
The Dell Advantage Continues . . . Ask Dudley
The Ask DudleyTM tool, http://support.dell.com/askdudley,
enables Dell customers to ask technical
service and support questions online in plain English and find instant answers. A question such
as "What's wrong with my modem?" will direct the customer to links that help determine what is
wrong with the component. The Ask Dudley technology is licensed from Berkeley, California - based
Ask Jeeves.
HelpTech Virtual Help Desk
HelpTech is a virtual help desk available to corporate MIS departments as part of Dell's Premier PagesTM service.
Premier Pages are customized web pages for Dell's corporate customers, and HelpTech assists corporate
customers troubleshooting their PCs by providing them with the same tools and applications used by
Dell's own technical support professionals. HelpTech includes technical specifications for Dell products,
comprehensive troubleshooting information, notification services for software updates and the ability to
order parts. Corporate customers can find out more information regarding Dell Premier Pages and HelpTech
by contacting their sales representative or by visiting Dell's website.
Filewatch Proactive Notification Service
Dell's new FileWatch Proactive Notification Service helps registered customers keep driver and
operating system software current by notifying them of software updates for their PCs. Users can
register for FileWatch and begin receiving email notifications at
http://support.dell.com/dellwatch/filewatch.asp.
Spare Parts Ordering
Dell customers can obtain information specific to their system about upgrade options,
replacement parts and pricing at www.dell.com. Dell.com guides users
step-by-step through the online ordering process, and upon completion of an order,
sends a confirmation notice verifying when an order has been received.
About Dell
Ranked No. 125 among the Fortune 500® companies and No. 363
in the Fortune Global 500, Dell Computer Corporation is the world's leading direct
computer systems company, based on revenues of $16.8 billion for the past four quarters.
Dell designs, manufactures and customizes products and services to customer requirements
and offers an extensive selection of software and peripherals. Information on Dell and its
products can be obtained through its toll-free number 1-800-388-8542 or by accessing the
Dell World Wide Web site at www.dell.com.
