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ISLAND DATA RELEASES RESPONSE FUSION™ AND NEW QUERY PROFILING TECHNOLOGIES– New technology organically grows support knowledge and pinpoints sales opportunities and customer retention risks –CARLSBAD, Calif. – October 2, 2001– Island Data Corporation, an online customer service solutions provider, launches a new release of its award-winning Express ResponseTM web self-help and email response solution. Express Response 6.0 substantially cuts customer service costs by automating the creation of support knowledge with its Response FusionTM technology. It also helps companies accelerate revenue growth through the use of advanced query profiling to quickly identify new sales opportunities and increase customer retention.“Express Response 6.0 widens the already significant cost savings achieved by Island Data’s clients who have helped their customers successfully find answers to as many as 85 percent of their questions online, without the assistance of a customer service representative,” said Dale Hazel, senior vice president of marketing and business development at Island Data. “The new query profiles for sales opportunities and retention risks build on Island Data’s extensive production experience over the past year in profiling millions of online customer inquires to determine customers’ emotional state, including positive or negative tone, urgency and dissatisfaction.” With Express Response 6.0, companies can rapidly deploy pre-defined query profiles identifying potential sales opportunities as well as potential customer retention risks from customers’ web self-help and email inquiries. These profiles can also be customized to fit a particular client’s business and maximize the incremental revenue generated, such as those used by RealNetworks®, Inc. "Island Data's new query profiles are helping us identify leads for product sales based on our customers' e-mail to RealNetworks that note specific needs. In addition, this helps us identify emerging trends within our customer base, allowing us to react more quickly with dynamic sales, support, or marketing events," said Dave Hardwick, director of customer relations at RealNetworks. Query profiling information includes insights such as whether the retention of the customer is at risk, or whether the customer is a candidate for cross-sell or up-sell. This query profile, combined with additional information such as customer profitability, can determine critical actions required by contact center personnel, in much the same way a human customer service representative listens to and responds to a live interaction with a customer. Response Fusion technology is an innovative solution to the problem facing most corporations today to quickly and inexpensively answer emerging customer inquiries that can not be answered by existing support knowledge. Response Fusion automatically re-uses new responses created “on the fly” by contact center agents as the core self-help knowledge that addresses previously unanswerable questions through the automatic identification, creation, capture and re-use of knowledge. Customer satisfaction is also improved because consistent and accurate answers to emerging inquiries are rapidly deployed to thousands of customers. In addition, the patent-pending Response Fusion software scans all customer inquiries to identify each inquiry’s critical concept. Clusters of common unanswerable inquiry concepts are developed, with each cluster being identified as a knowledge gap that must be filled. These gaps, along with customer feedback, can then be automatically tasked to customer service operations personnel to be addressed. Response Fusion also contains a Response Manager module that provides easy-to- use tools for the creation, review, approval and publishing of support knowledge. "With the implementation of Response Manager, we get a secure and controlled workflow system for creating new knowledge in our customer support knowledge base,” Hardwick added. “And the fact that it provides multiple access levels for various knowledge creators and reviewers, as well as full-version control, is a great productivity enhancer for our support operations." About Island Data Island Data Corporation provides the most advanced web self-help and email response solution in the marketplace today through Express Response, which is supported in over 15 languages and can be implemented in as little as one day. Express Response allows companies to quickly web-enable and email-enable their customer service processes while reducing costs by at least 50%. Island Data integrates all electronic communication channels, interprets unstructured inquiries and leverages companies’ existing business knowledge to automatically deliver personalized responses to online user inquiries in seconds. Island Data’s customers include Canon, Compaq, Dialpad, Juno Online and RealNetworks. For more information, contact Mark Tucker, marketing director, at (760) 517-4161 or mtucker@islanddata.com, or visit Island Data’s Web site at www.islanddata.com. Editorial Contact: Alyssa Eggum The Townsend Agency 858 457 4888 aeggum@townsendagency.com top of page |
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