Customer Support客户支持

Imagine a customer visiting your website for the first time.He’s on the verge of buying a product or using a service when something on your site confuses him.He doesn’t know how to proceed.Sure,he can get help via email or a list of answers to frequently asked questions,but he wants a live person to assist him.If you don’t provide this option,you’ll likely lose that customer.And a toll-free telephone number often won’t do the trick,because the typical customer has only one home phone line,accesses the Web through it,and won’t gladly log off Internet to call for help.
想象一下,一个客户第一次访问你的网站。当你的网站上的某些东西让他感到困惑时,他就快要买到产品或使用服务了。他不知道该怎么做。当然,他可以通过电子邮件或一系列常见问题的答案来获得帮助,但他想要一个活生生的人来帮助他。如果你不提供这个选项,你很可能会失去那个客户。而且,免费电话号码通常不会起作用,因为典型的客户只有一个家庭电话线路,通过它访问网络,而且不会高兴地注销互联网来寻求帮助。
on the verge of:接近于,濒临与
do the trick:解决问题,奏效
log off:网络登出,下线

Many companies are enhancing their sites with support features that allow real-time communication over the Internet.The tools available range from text chat to page pushing,Voice over IP(VoIP),shared browsing,call-back technology,or a combination.In most cases,you needn’t install a new set of servers to handle these solutions.Several vendors offer these tools as hosted services,for which you pay a monthly fee,and add a few lines of HTML to the code for your site.
许多公司都在用支持功能来增强他们的网站,这些功能允许在互联网上进行实时通信。这些工具的范围从文本聊天到页面推送,网络电话,共享浏览,回呼技术,或者是这些的组合。在大多数情况下,您不需要安装一组新的服务器来处理这些解决方案。有几个供应商提供这些工具作为托管服务,您可以按月支付费用,并为您的站点添加几行HTML。
enhance v.提高;增进;增强;
feature n.特色;特征;特点;v.以……为特色;由……主演;
real-time communication:实时交流
page pushing:网页推送
Voice over IP(VoIP):即Voice over Internet protocol,网络电话
combination n.集合体;组合体;联合体;结合;联合;组合;混合;数码组合;字码组合;
in most cases:多数情况下

Text Chat and Page Pushing文本聊天和页面推送

At zapdata.com,a site specializing in sales and marketing data,customers can contact the company in real time via text-chat software hosted by LivePerson.Customers using zapdata.com who need a question answered can just click on a text-chat button and the site launches a new window.Visitors can type questions and continue to browse while a zapdata support rep answers.Erik Ekwurzel,the zapdata.com director of operations,says,”About 60 percent of the people who need support or have questions gravitate to that chat engine…Under 10 percent use the phone.”
在zapdata.com,一个专注于销售和营销数据的网站,客户可以通过LivePerson托管的文本聊天软件实时联系该公司。使用zapdata.com的客户需要一个问题的答案,只需点击一个文本聊天按钮,网站就会启动一个新窗口。访问者可以输入问题,并在zapdata支持代表回答时继续浏览。zapdata.com的运营总监Erik Ekwurzel说:“大约有60%的人需要支持或者有问题,他们会被这个聊天引擎吸引。不到10%的人使用电话。”
specializing in 专注于
gravitate v.被吸引到;受吸引而参加;

Ekwurzel’s team had originally decided to install an engine on zapdata.com’s own servers,but this proved expensive and impractical.With LivePerson,zapdata.com paid a one-time start-up fee of $500 and now pays $250 per month for each zapdata.com service rep using the LinvePerson service doesn’t create a new demand for IT services.
Ekwurzel的团队最初决定在zapdata.com的服务器上安装一个引擎,但事实证明这是昂贵且不切实际的。对于LivePerson,zapdata.com一次性支付了500美元的启动费用,现在每个月支付250美元,每个zapdata.com服务代表使用LinvePerson服务并不会对IT服务产生新的需求。
originally adv.原来;起初;
prove v.证明;证实;后来被发现是;最终显现为;展现;展示;显示;过去分词为:proved
impractical adj.不明智的;不现实的;手不灵巧的;
one-time start-up fee:一次性启动费
demand n.(坚决)要求;所需之务;要求;需要;v.强烈要求;需要;

With LivePerson,your service reps can also push pages to customers.The user will ask a question,such as “How do I get VPs of marketing from your database?” If after the rep answers and the customer still can’t find the information,the rep can simply send the customer the page.
有了LivePerson,你的服务代表也可以向客户推送页面。用户会问一个问题,比如“我如何从你的数据库中获得营销的VPs?”如果客服代表回答了问题,而客户仍然无法找到信息,那么代表就可以简单地将页面发送给客户。
post pages to a customer’s Web browser:将页面张贴到顾客的网络浏览器上

Voice over IP网络电话

With Voice over IP engines,such as the ones that are provided by Lipstream Networks,customers can literally speak to support reps without a telephone.As with text-chat solutions,the leading VoIP engines are hosted services and ,to integrate with your site,simply require you to add a few lines of code.When a customer clicks a button on your site,a small voice client auto-installs into the customer’s browser.Through that client,users can have verbal conversations with support reps.
通过网络电话引擎,比如由Lipstream网络提供的引擎,客户可以在没有电话的情况下,向支持代表讲话。与文本聊天解决方案一样,领先的网络电话引擎是托管服务,与您的站点集成,只需要您添加几行代码。当客户在你的网站上点击一个按钮时,一个小型的语音客户端会自动安装到客户的浏览器中。通过该客户端,用户可以与支持人员进行口头对话。
literally adv.字面上;按字面;(强调事实可能令人惊讶)真正地;确实地;简直;
verbal adj.文字的;言语的;词语的;口头的;动词的;
conversation n.(非正式的)交谈,谈话;

Of course,Voice over IP may not be an option for every site.Accordingly,Lipstream has chosen to offer its service direct and throught partners selling other Web-based customer-support solutions.
当然,网络电话可能不是每个网站的选项。因此,Lipstream选择提供其服务的直接和服务伙伴销售其他基于web的客户支持解决方案。

Shared Browsing and More共享浏览等功能

Shared browsing,from such companies as Hipbone,enables a support rep to post pages to a customer’s Web browser and type information into those pages as well.As with page pushing,shared browsing can text chat,VoIP,or telephone support.While explaining a task,a support rep can literally show the customer how that task is performed.
共享浏览,来自Hipbone这样的公司,使支持代表能够将页面发布到客户的Web浏览器中,并将信息输入到这些页面中。与页面推送一样,共享浏览可以文本聊天、网络电话或电话支持。在解释一项任务时,支持代表可以向客户展示该任务是如何执行的。
explain v.解释;说明;阐明;说明……原因;解释……的理由;
task n.(尤指艰巨或令人厌烦的)任务,工作;活动;v.交给某人(任务);派给某人(工作);
perform v.履行;做;执行;演出;表演;工作;运转;

Like LivePerson,Hipbone provides a hosted service for a small start-up fee and $750 per year for each support rep.Because the service is best used in tandem with some other form of real-time communication,Hipbone partners with several other customer-support vendors,including LivePerson,son that Hipbone can provide more complete solutions.
和LivePerson一样,Hipbone为每个支持服务提供了一个托管服务,每年为每个支持服务提供750美元,因为该服务最好与其他形式的实时通信一起使用,Hipbone与其他几个客户支持供应商,包括LivePerson,Hipbone可以提供更完整的解决方案。
in tandem:协同地,联合地

An alternative to using text chat or VoIP is call-back technology from one of Hipbone’s other partners,Net2Phone.When a customer clicks on a Net2Phone call-back button,the service presents a window that lets the customer ask a support rep to phone immediately or to schedule another,more convenient time.Hipbone offers its shared-browsing service with Net2Phone call-back technology for $1500 per seat per year.
使用文本聊天或网络电话的另一种选择是来自Hipbone的另一个合作伙伴Net2Phone的回调技术。当客户点击一个Net2Phone回调按钮时,该服务会提供一个窗口,让客户立即要求客服代表立即打电话或安排另一个更方便的时间。Hipbone提供其共享浏览服务,使用Net2Phone回调技术,每坐席每年1500美元。
alternative n.可供选择的事务;adj.可供替代的;非传统的;另类的;
present adj.现存的;当前的;出现;在场;出席;存在;n.礼物;礼品;目前;在线;v.把……交给;颁发;授予;提出;提交;(以某种方式)展现,显示,表现;
immediately adv.立即,马上;即刻;紧接;附近;紧接地;直接地;conj.一……就;即刻;
schedule n.工作计划;日程安排;节目表;一览表;明细表;清单;v.安排;为……安排时间;预订;列入;进入(正式目录、清单等)
convenient adj.实用的;便利的;方便的;省事的;附近的;近便的;容易到达的;

Multiapplication Solutions多应用解决方案

If having one from of live support is good,having many to choose from is better.Those with deep enough pockets may want to purchase support tools from unified-software-platform players such as Cisco Systems or eGain communications Corp.
如果有一个来自现场支持的人是好的,有很多选择的更好。那些财力雄厚的人可能想要从思科系统或eGain通信公司等统一软件平台的公司购买支持工具。
pocket n.钱财,财力,资金;衣袋,口袋,兜;(附在车门上,提包内的)小口袋,小容器 v.把……放进衣袋;攫取;揩油;中饱私囊;挣;赚下
unified-software-platform 统一软件平台

Having recently acquired WebLine Communications Corp.and GeoTel Communications corp.,Cisco currently offers text chat,shared browsing,call-back technology,email management,and VoIP from a single platform.Cisco won’t host these services,but serveral of its primary customers will,or you can use your own servers.You can load eGain’s software on your own servers,or eGain will host its services for you beginning at $3000 per month.This may seem expensive,but the cost may be worthwhile in the long run.”Most customers who come in want to have an integrated collaboration framework,as opposed to trying just one subset of it,”says Ashu Roy,cofounder and CEO of eGain.”They might start with one,but very quickly they need everything else.The efficiency of collaboration goes up with multiple touch points.”
思科最近收购了WebLine通信公司和GeoTel通信公司,目前在一个平台上提供文本聊天、共享浏览、回调技术、电子邮件管理和网络电话。思科不会托管这些服务,但其主要客户的服务器将会,或者你可以使用自己的服务器。你可以在自己的服务器上加载eGain的软件,或者eGain将以每月3000美元的价格为你提供服务。这可能看起来很昂贵,但从长远来看,成本可能是值得的。eGain联合创始人兼首席执行官阿斯胡罗伊表示:“大多数来这里的客户都希望有一个完整的协作框架,而不是只尝试其中的一个子集。”他们可能从一个开始,但很快他们就需要其他的东西。”协作的效率会随着多点触控点而上升。”
recently adv.不久前;最近;
acquire v.(通过努力、能力、行为表现)获得;购得;得到;
currently adv.现时;目前;当前;时下;
worthwhile adj.重要的;令人愉快的;有趣的;值得花钱的(或花时间、努力等)
in the long run:从长远来看
as opposed to:与……对照之下,而非
cofounder n.创始人;共同创办人;共同发起人;
efficiency n.效率;效能;功效;功率;提高功效的方法;
collaboration n.合作;协作;合作成果(或作品);通敌;勾结敌人;
multiple touch points 多触控点

on the verge of:接近于,濒临与
do the trick:解决问题,奏效
log off:网络登出,下线
in tandem:协同地,联合地
in the long run:从长远来看
as opposed to:与……对照之下,而非

customer support:用户支持
frequently asked questions:常见问题(常常被缩写为FAQ)
real-time communication:实时交流
page pushing:网页推送
Voice over IP(VoIP):即Voice over Internet protocol,网络电话
in most cases:多数情况下
one-time start-up fee:一次性启动费
client:也作client application/programme,客户应用程序,客户程序
post pages to a customer’s Web browser:将页面张贴到顾客的网络浏览器上
primary customers:主要客户