My spin: While companies are pushing more and more of their companies to use online support – it’s important that they make online support WORK!!!
Independent Industry Study Credits Gateway’s Use of iPhrase One Step for Perfect Score on Relevancy and Superior Customer Experience
POWAY, Calif., Jan. 27 /PRNewswire-FirstCall/ — Gateway (NYSE: GTW) today announced that its online customer self-service function, powered by the iPhrase One Step search and navigation solution, was awarded a perfect score for relevancy and was identified as one of the top sites overall in an independent study of the search capabilities for leading retail sites. The study was conducted by the Allen Bonde Group, Inc. (ABG), a leading market research and management consulting firm, during the holiday shopping season and tracked the search and navigation capabilities of 57 leading retail Web sites.
“It’s a great honor to be recognized by the Allen Bonde Group. Gateway’s foundation was built on our ability to provide customers with the very best in customer support,” said Nemo Azamian, Gateway’s senior vice president of customer service and support. “With the help of iPhrase, we have been able to offer that same level of customer intimacy online.”
Allen Bonde Group’s analysis focused on the state of Web self-service, and centered on a key aspect of the online experience: how well retail sites handled questions from Web users as they went about their holiday shopping. Results of the survey illustrate what ABG has dubbed the “self-service paradox,” or the difference between how well retailers market their sites and how poorly customers are served once on them. This remains true despite the widely cited cost benefits of customer service via the online channel.
Specific findings of the ABG study include:
— Only 13 of the 57 sites surveyed were able to provide a relevant response to the query “what is your return policy?”
— Only 10 were able to provide a relevant response to the query “how do I contact customer service?”
— Only 8 were able to provide a relevant response to the question “do you sell gift certificates for less than $50?”
“We are seeing a growing number of high-profile companies view Web self-service as a top priority, yet as our study illustrates, many sites still have a long way to go,” said Allen Bonde, president and lead analyst at Allen Bonde Group. “Gateway is clearly an exception, and is one of the few retail sites we examined that not only stood out because of its excellent search performance but also its overall focus on optimizing the online experience.”
Gateway provided relevant answers to all of the study’s test questions through the use of iPhrase One Step, the industry’s leading search and navigation software for self-service applications. One Step allows Gateway’s customers to ask questions in everyday conversational language, as though speaking with another person. The system interprets the true underlying meaning of the request, retrieves the most relevant content available from multiple sources, and takes the user directly to an existing page or creates a
logically organized and easy-to-read results page personalized to the user’s request. iPhrase One Step is extremely tolerant to language, spelling and usage, and provides a feedback loop that tells the user how the question was interpreted. For example, users of Gateway.com’s eSupport web site can ask the iPhrase search and navigation software questions like:
— “What is my order status?”
— “I need video drivers for Microsoft Windows XP”
— “How do I install a hard drive?”
— “How do I contact Gateway?”
By gathering and comparing information that exists in many different data sources, the iPhrase search capability gives users an efficient, intuitive way to receive the product support and services information they need instantly, saving users hours of research time.
“Gateway is an innovator that understands the value of providing superior customer self-service while reducing costs and improving customer satisfaction,” said Andre Pino, senior vice president of marketing, iPhrase Technologies. “We’re thrilled to have supplied the self-service search solution that helped Gateway receive recognition from Allen Bonde Group as one of the top retail sites when it comes to online customer service. It’s a strong validation of the iPhrase technology and its immense value to our
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