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CustomerSat Expands Multi-Language Online Survey Capabilities
eCEM™ System Supports Simultaneous Deployment of Unlimited Number of Languages for a Single Internet Survey
Mountain View, CA -- June 4, 2001 -- CustomerSat Inc., the
leader in measuring and managing the customer experience online,
today announced the addition of enhanced multi-language capabilities
in its Enterprise Customer Experience Management (eCEM™) System
4, expanding users' ability to invite and manage feedback
from a global, multi-language customer base.
This new functionality extends CustomerSat's existing multi-language
power allowing users to create surveys in different languages,
to now include an easy, single process to automatically deploy
every aspect of the online survey process -- email invitations,
online survey, reminder notices, etc. -- in an unlimited
number of different languages, including double-byte character
languages such as Japanese, Chinese, and Korean. This
feature allows a business to create one master survey, with
automatic deployment of the email invitation written in any
combination of languages. The email asks customers
to provide feedback through an online survey, which appears
to the customer in same language as the invitation.
All subsequent communications are also generated in this language.
“CustomerSat's eCEM System enabled us to very quickly deploy
a complex feedback program to our worldwide customer base
in 15 different languages, ranging from French and Spanish,
to different Chinese dialects,” explains Richard Jung, Vice
President, Marketing, Nortel Networks. “We continually
access and review the ongoing stream of customer data through
eCEM's online reporting capabilities, so we can proactively
address our customers' needs and drive improved satisfaction
and retention.
Customer data from all language versions is stored in one
aggregate file allowing for worldwide reporting and comprehensive
analysis both across and within languages.
“In today's global economy, large enterprises need real-time
feedback solutions that support all customers, languages and
dialects. Our hosted eCEM System empowers the Global 2000
to build customer satisfaction and loyalty worldwide,”says
John Chisholm, CEO, CustomerSat, Inc.
Key aspects of eCEM's enhanced global functionality include:
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Easy user interface to create
customized email invitations and surveys for a single
customer feedback survey in any number or combination
of different languages and/or dialects
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Single-step deployment of multiple-language
invitations and surveys
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Ability of customers to select
their preferred language, driving all subsequent feedback
communications
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Use existing customer data,
such as country code, to automatically specify and deploy
correct language versions of all survey components
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Further personalize communications
by allowing the creation of different messages in one
language delivered to customers based on key data in the
customer profile, such as product used, service level
agreement, region, etc.
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Comprehensive online reports
and analysis for all languages surveyed
About CustomerSat
CustomerSat is the leading provider of enterprise solutions
for measuring and managing the customer experience.
With advanced technologies and proven market research techniques,
CustomerSat solutions have helped companies such as Ariba,
Fidelity, Hilton, Lucent, Oracle, and VeriSign, to evaluate
and monitor customer satisfaction at every interaction point.
By delivering customer feedback in real-time, these
companies can take timely action to resolve issues and assure
high customer retention and profitability . CustomerSat
is headquartered in Mountain View, California. Recent
news releases, product demos, and other company information
can be found at www.CustomerSat.com
or call 1-800-372-7772.
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