ResponseTek Focuses on Web Self-service ROI and Customer Engagement in its Spring '10 Release

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New features include capability to serve targeted announcements and messages to customers interacting with the on-demand knowledge base

ResponseTek, the leading software vendor of Customer Experience Management (CEM) software, has extended its on demand voice of the customer software suite to include integrated announcements and promotions within its customer self-serve knowledge base component of the ResponseTek:CEM suite.

The ResponseTek:CEM suite is the industry's only platform that delivers a complete set of Customer Experience Management tools that integrates Feedback Management, Knowledge Management, Market Research, and Media Monitoring to provide a complete view of the voice of the customer. With the Spring '10 release, ResponseTek has extended the eKnowledge module to include integrated announcements and promotional capabilities. ResponseTek clients can now publish image or text-based announcements directly within the self-serve interface, serving targeted messages to customers who are searching the knowledge base. Features such as time-based controls ensure optimum relevance and impact on customers, such as warning of upcoming system maintenance or promoting an offer currently available to customers.

"Over the last year or so we've seen acceleration of companies implementing integrated customer self-service and feedback management programs driven by strategies to increase customer loyalty and defend against churn," explains Gord Elder, Product Group Director at ResponseTek. "The Spring '10 release, with its focus on generating rich cross-promotional messages for self-service customers, adds another weapon in their arsenal to maximize value from existing customers".

The Spring '10 release also includes new features in the ResponseTek:CEM reporting and analysis platform. ResponseTek Dashboards have been extended to provide role-based layouts and content, adding further flexibility to the most-used component of the application. Clients also have additional flexibility in pre-defining custom timeframe options to match client specific needs such as fiscal periods.

For more information on ResponseTek and the Spring '10 Release of ResponseTek:CEM, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek
ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including AAA, Aon Corporation, HSBC, and Sabre. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

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Gord Elder
ResponseTek
604-484-2900 ext. 239
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