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CustomerSat, Inc. Offers Bundled Solution for eCommerce Businesses to Build Online Loyalty and Revenue
WEBConnect™ Advantage Fully Automates Website Visitor and Customer Feedback Programs
Mountain View, CA - December 14, 2000 -
CustomerSat, Inc. today announced the release of WEB Connect
Advantage, a bundled solution designed to help eRetail businesses
build and maintain online customer satisfaction. This complete,
hosted solution allows eBusinesses to implement an automated,
continuous feedback system for their website visitors and
customers at key interaction points.
Many research studies have pointed to the critical need for
eCommerce companies to significantly improve the online customer
experience in order to build a profitable eBusiness strategy.
Forrester Research found that "66% of online shopping carts
are abandoned for service-related reasons." Gartner Group
claimed that nearly a quarter of Web shoppers are extremely
dissatisfied with their buying experiences.
WEB Connect Advantage contains all elements to allow an eCommerce
firm to automate their customer feedback program, including:
design and deployment of two personalized surveys (Website
Visitor Survey and Service Fulfillment Survey); real-time
alerts attached to key survey questions; benchmark criteria;
customizable business rules; personalized customer email notices;
targeted 1to1 communications; and full access to real-time
analytics online.
"We looked at the impact a complete customer satisfaction
program could add to an eCommerce business and saw a market
with tremendous potential," explained John Chisholm, CEO,
CustomerSat., Inc. "With WEBConnect Advantage, businesses
can connect with their website visitors and customers, gather
feedback at critical transaction points -- from the point
they may abandon the shopping cart, through to the delivery
of a product -- and use real-time alerts or targeted communications
to proactively solve customer issues quickly. These are vital
aspects in building eCustomer loyalty."
WEB Connect Advantage features three primary components:
- Website Feedback: Pop!Up feedback forms
can be "attached" to any part of a website to measure satisfaction
at key transaction points. As a visitor moves through the
predetermined section, visitors are invited to give their
feedback through an online form. One example sees an eRetail
company gathering feedback as a visitor either completes
or abandons the online order process. Real-time alerts added
to key questions would notify specific employees who can
then take immediate, meaningful action.
- Order Fulfillment Feedback: To assure
complete satisfaction with the online order process, WEB
Connect Advantage sends customers an email shortly after
their order was scheduled to arrive inviting feedback. An
eRetail company could thus ask a customer to provide their
reaction to the actual delivery process - was the order
correct, did it arrive on time, do they need further assistance?
Real-time alerts assigned to specific questions will inform
the support staff when there is a problem, which could turn
customers who are possibly disgruntled into loyal advocates.
- 1to1 Targeted Communications: WEB Connect
Advantage has the ability to personalize messages based
on the customer/website visitor's actual feedback. Using
CustomerSat's real-time filtering capabilities, a specific
message is delivered to the customer after feedback is submitted.
Based on criteria selected in the questionnaire, an appropriate
message or incentive is immediately presented. For example,
an eRetail business, such as a computer supplier, could
offer an incentive to participate in the survey where the
respondent receives a coupon or discount on purchases. When
the survey is submitted, a "Thank You" page appears in the
form of a coupon including descriptions of appropriate products
such as a 17" flat panel monitor. This same functionality,
when applied to the fulfillment process, could deliver an
informational message regarding how to install the new monitor.
All data provided by the customer and website visitor can
be incorporated into the company's customer contact system,
furthering the personalization process.
About CustomerSat
CustomerSat is the leading provider of online solutions for
measuring and managing the customer experience at every interaction
point - using WEBConnect solutions to capture website interactions,
and CRMConnect to integrate with contact systems to capture
service and support interactions. The company is headquartered
in Mountain View, California. For more information, visit
www.CustomerSat.com
or call 1-800-372-7772.
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