We're pleased to be named a Cool Vendor by Gartner and view this as further validation of our innovative community-driven approach to customer service
Mountain View, Calif. (PRWEB) March 16, 2009
Helpstream, the leading provider of fully integrated Community-Driven Customer Service solutions, today announced that it has been recognized in Gartner, Inc.'s Cool Vendors in Customer Service Strategies, 2009 by Michael Maoz and Johan Jacobs. This follows a year of rapid growth for Helpstream. Since launching in January, 2008, the company has signed over 150 customers who are using the Helpstream solution to deliver support to more than 300,000 users.
According to the report, "The growing momentum of community-created Web content is beginning to affect the customer service function. Consumers increasingly expect to participate in the creation, ranking, rating and search for answers to common problems that arise with products and services offered by businesses."
"We're pleased to be named a Cool Vendor by Gartner and view this as further validation of our innovative community-driven approach to customer service," said Anthony Nemelka, CEO of Helpstream. "Our customers are driving compelling ROI by embracing our integrated community to improve customer retention while also driving down service desk costs."
With Helpstream, customers, partners and service representatives participate in on-line conversations and share access to information to solve support problems. They leverage expertise in the community by asking questions and submitting answers that other community members might find useful. Regardless of where relevant user generated content is created (e.g., Q & A thread, knowledge base article, case history), it can be easily located through Helpstream's federated search capability. In the background, the innovative Helpstream service waterfall report tracks all requests for support from creation to resolution so service executives can understand and measure the ROI the community is delivering.
As a result of deploying Helpstream, many companies have found that customer satisfaction improves significantly. As customers are more quickly able to find the right answers to their support questions and to engage more directly in the support process, they report a better customer support experience. In addition, enabling customers to self-serve in a community can reduce agent case load by over 50%.
About Gartner's Cool Vendors Selection Process
Gartner's listing does not constitute an exhaustive list of vendors in any given technology area, but rather is designed to highlight interesting, new and innovative vendors, products and services. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness of a particular purpose.
Gartner defines a cool vendor as a company that offers technologies or solutions that are: Innovative, enable users to do things they couldn't do before; Impactful, have, or will have, business impact (not just technology for the sake of technology); Intriguing, have caught Gartner's interest or curiosity in approximately the past six months.
Helpstream's fully integrated Community-Driven Customer Service system helps companies reduce overall customer support costs while increasing customer satisfaction and retention. Helpstream integrates social Web technologies with modern customer service and collaboration processes to drive effective customer and partner engagement across all business functions. Helpstream's SaaS design makes it fast to deploy, easy to use and affordable. It can be deployed as a complete customer service system or as an integrated self-service and community case resolution complement to existing Customer Relationship Management (CRM) systems. Over 150 customers and over 300,000 users access Helpstream regularly to share information and discover solutions to everyday customer service problems over the Web. Helpstream is headquartered in Mountain View, California. For more information, please visit http://www.helpstream.com.