Live help no longer free from WebHelp.com??

[Sloan, Bernie]

Those of you who know me know that I tend to cite WebHelp.com as an example
of the potential demand for digital reference services. Basically, WebHelp
uses Web-based customer call center software to allow the general public to
ask "reference" questions live via the Web. This service has been available
for over a year, and about 10-12 months ago WebHelp claimed to be getting
250,000 "visits" per day. I even cited WebHelp during my "Live from DC"
presentation this past Saturday.

Well....it now looks like this "live help" service from WebHelp will no
longer be free. While WebHelp will continue to offer automated search
services for free on the WebHelp portal, folks now will have to pay to get a
real live person to answer their questions (see following note I received
earlier today).

Basically, when you go to the service, you are invited to "Ask your question
now". The results that first appear come from automated sources. On the
results page you'll find a "click here for a real person" icon. Click on
that and you'll get a page that notes "access to live help for members
only." You then have to sign up for their "Express Service".

The cost is not outrageous ($9.95 per month). And WebHelp has always had
this "express service" option. Just makes me wonder why the free live
service has been dropped??

Bernie Sloan

-----Original Message-----
From: Webhelp [mailto:webhelp_support at chtah.com]
Sent: Monday, January 15, 2001 11:39 AM
To: bernies at uillinois.edu
Subject: Message from the CEO


Greetings Valued Webhelp Customer,

Thank you for using Webhelp.com. Your patronage has made us one 
of the most powerful search utilities on the Internet. Our Web 
Wizards -- live human search experts -- have performed millions 
and millions of free searches to help you find the information 
most relevant to your needs. 
 
These searches have enabled us to create one of the best natural
language knowledge bases out there. We have incorporated this 
extensive knowledge base into a brand new search engine that 
delivers the information you need -- instantly. This means that 
when you search now, the answers to previously-asked questions 
instantly yield the information most relevant to you. You will 
continue to have free access to this Webhelp knowledge base, AND 
two industry leading search engines - Goto and Findwhat - in 
addition to the human compiled DMOZ directory.  

Our Web Wizards are available 24 hours a day / 7 days a week to 
answer your questions in real time, but your free trial has now 
expired. If you are an existing Express subscriber, your account 
and user information will still allow you access to our Web Wizards. 
However, all other free credits have now expired. 

We invite you to become an Express (fast) member and continue to 
use our live human-assisted search assistance. Please click on the 
link below, which will take you to our membership center.  

On behalf of the entire Webhelp Global Team, I would like to thank 
you for your continued support.

Best regards,



Kerry E. Adler
CEO 

Please follow this link: 
http://chtah.com/a/tA6YzF9AEMIqqAEMLYWAEMtaxEb/webh1 
For Webhelp Express.


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Bernie Sloan
Senior Library Information Systems Consultant
University of Illinois Office for Planning and Budgeting
338 Henry Administration Building
506 S. Wright Street
Urbana, IL  61801
Phone: (217) 333-4895
Fax:     (217) 265-0454
E-mail: bernies at uillinois.edu