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CustomerSat Enterprise 7 Extends Multi-Channel Support
Enterprise Customer Feedback Leader Delivers Support for Speech-Enabled IVR and Handheld Devices
Mountain View, CA – August 31, 2004 – CustomerSat, Inc.,
the leader in real-time feedback solutions for building customer
satisfaction and loyalty, today announced the general availability
of the CustomerSat Enterprise 7 survey and analytics system.
Enterprise 7 enables businesses to hear, analyze, and act
on the voice of the customer through multiple channels, including
speech-enabled Interactive Voice Response (IVR) and web, in
addition to traditional phone interviews and paper questionnaires.
CustomerSat’s support for these channels now extends to mobile
devices such as PDAs and cell phones.
“Multi-channel applications represent a tremendous opportunity
as our society becomes increasingly mobile,” said Geoff Walker,
mobile industry analyst and Technology Editor for Pen Computing
Magazine. “With Enterprise 7, CustomerSat is leading the
market research industry towards the improved response rates,
satisfaction and loyalty that multi-channel customer feedback
enables.”
Feedback Anytime, Anywhere
Enterprise 7 extends CustomerSat’s comprehensive, hosted
application to address the multi-channel feedback needs of
large enterprises. New support for wireless Palm, BlackBerry
and Windows Mobile-based devices enables companies to survey
customers on the road and employees in the field. A customer
can complete a survey immediately after a service experience,
for example, while riding in a taxi or waiting in line at
the airport after checking out of a hotel. One CustomerSat
client uses BlackBerry PDAs with CustomerSat Enterprise for
customer intercept interviews.
Speech-enabled IVR allows companies to automate many conventional
phone interviews and substantially reduce labor costs. It
also allows customers to respond to surveys at any time, not
just when interviewers call. When used with hands-free cell
phones, speech-enabled IVR allows customers to respond to
surveys even when driving to work or taking a stroll.
Speech-enabled IVR interprets and digitizes customers’ spoken
ratings and rankings, and records and stores customers’ verbatim
comments as audio (.wav) files. Customers may also provide
their responses through their telephone keypad. Audio file
storage and playback from within Enterprise 7 enables managers
to hear verbatim comments in a customer’s own words and tone
of voice. All survey results can use CustomerSat’s powerful
online analytics, dashboards, and Action Management along
with feedback gathered through other channels.
“Enterprises serious about customer loyalty gather feedback
by whatever means and at any time their customers wish,” explained
John Chisholm, Chairman and CEO, CustomerSat. “CustomerSat
Enterprise 7 enables companies to gather feedback from customers
anytime, anywhere. It also allows those organizations to
design and implement the most cost-effective feedback systems
overall and achieve the highest survey response rates.”
To maximize response rates, Enterprise 7 can automatically
escalate survey invitations across channels. For example,
customers who do not respond to online surveys within a certain
number of days can be transferred to call center agents for
phone interviewing.
Other New Enterprise 7 Features
Among other new features, CustomerSat Enterprise 7 allows
companies to access results within CustomerSat from a CRM
system, such as Salesforce.com or PeopleSoft, simply by clicking
a link. Enterprise 7 also delivers powerful analytics capabilities,
deeper email management features, faster data loading capabilities,
powerful security and performance, and increased international
capabilities.
About CustomerSat, Inc.
CustomerSat is the leading provider of enterprise solutions
for measuring, analyzing, and managing enterprise-wide action
responding to real-time customer feedback. With advanced technologies
and proven market research techniques, CustomerSat solutions
have helped companies such as AMD, Ariba, BellSouth, Canon,
Digital Insight, Honeywell, Salesforce.com, VeriSign, and
WebEx. Through its comprehensive Managed Service and Self
Service offerings, CustomerSat delivers feedback solutions
for service and support, sales and marketing, HR, channel
and partner management, IT , website operations
and e-commerce , supply chain management
and investor relations. CustomerSat is headquartered in Mountain
View, California, with offices in the UK. For news, product
demonstrations, and other company information, visit www.CustomerSat.com
or call 1.800.372.7772.
# # #
CustomerSat and CustomerSat Enterprise™ are trademarks of
CustomerSat, Inc.
Palm, BlackBerry, and Windows Mobile are trademarks of their
respective owners.
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