Partnership to Offer Live Help Online

Los Angeles-based PeopleSupport has signed a deal with Metro-Goldwyn-Mayer to provide real-time online customer service on its Web site.

The service, which offers Internet users live, instant access to representatives around the clock without having to leave the Web site, hopes to address the growing concerns over the ability of online retailers to provide the customer service that people have come to expect from physical stores. The deal with MGM is the largest of four for PeopleSupport, which was founded three months ago.

MGM plans to expand its product offerings online to include videotapes and DVDs as well as film, television and logo-branded merchandise. By clicking on a PeopleSupport icon on the site, customers will be able to summon a customer service representative to answer questions on a live chat program.

“Having live help online today is like 800 telephone numbers were in the 1970s,” said Lance Rosenzweig, PeopleSupport chairman and president. “It was kind of weird to pay for calls at first, but eventually everyone had it and people came to expect it.”