StepOne Launches Care Profiler -- The World’s First Diagnostics Tool for Customer Support

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New SaaS tool provides companies with high definition view into the quality of their entire customer support library for the first time

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“The insights that used to take an in-house data science team months to derive are now being delivered in real-time by Care Profiler," said Alex Mitchell, StepOne president and co-founder.

StepOne, Inc., the smarter self service company, today announced the release of their new product, StepOne Care Profiler. Care Profiler is the world’s first diagnostic tool specifically designed for customer support, providing analytics for enterprise customer support operations and giving unprecedented insights and intelligence on the effectiveness of their support efforts.

According to Temkin Group, 63% of companies increased spending on customer experience in 2014. But before companies can begin improving their customer experience, they need to fully understand the existing issues within their support ecosystem. Care Profiler analyzes customer support assets within the context of customer data and company KPIs to diagnose the root cause of problems, and highlight what unexpected opportunities are available to make major performance gains.

“We have diagnostic tools and analytics in virtually every corner of the modern enterprise, but none that are purpose-built for customer support,” said Alex Mitchell, StepOne president and co-founder. “The insights that used to take an in-house data science team months to derive are now being delivered in real-time by Care Profiler. Businesses that have been struggling to improve their customer experience can now do so with a crystal clear understanding of which investments will drive the most value.”

Care Profiler’s analyses are designed to identify the root causes of customers’ problems, and provide meaningful insights around issues like what problems frequently go unsolved, risks and opportunities around companies’ customer care KPIs, and effectiveness of interactions with support content. Furthermore, Care Profiler’s real-time dashboards offer intuitive at-a-glance reports on an organization’s support performance, giving managers the ability to confidently steer the ship.

“Care Profiler is the single best way for enterprises to plan and proof their 2015 customer experience investments,” said Bill Gravette, StepOne VP of Services and Operations. “For a billion dollar company, the ROI of improved customer experience can translate to as much as $500M in revenue over three years. Care Profiler shines a light on the most direct path to that ROI.”

Key features of Care Profiler include:

  • Data-driven customer journey maps that indicate what series of experiences drive key process indicator outcomes
  • Customer base micro-segmentation across hundreds of data attributes to understand support needs at a very granular level
  • Content-to-customer data analyzers that predict how well existing content addresses customer needs in each micro-segment
  • Flexible data pipeline and adapters that make it easy to upload your existing customer data and index your existing content library
  • Secure, hosted environment with no software or hardware to install and manage
  • Proven analytics pipeline that means no ambiguous “Big Data” project to manage
  • Results that plug into Contextual Care platform to prescribe better customer service through your existing Self-Help websites and apps

Care Profiler is a SaaS product with no long-term licenses or contracts and is available for purchase today.

For more information, please visit

About StepOne, Inc.

StepOne is the smarter self service company. Our technology makes it easy for your customers to resolve their issues by diagnosing the weak points in your support ecosystem and delivering personalized, contextually relevant support content in the right place, at the right time.

The StepOne team has over seven decades of combined experience helping large enterprises drive down the operational costs of customer service and create compelling customer experiences that grow their business. The company was founded in 2011 and is based in Austin, Texas. For more information visit

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John Robert Reed
Jones-Dilworth, Inc.
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