Speakers:
David Daniels, Research Director, JupiterResearch
Paula Hughes, Director of Customer Service, Cloudmark
Roy Rodenstein, Senior Product Manager, iPhrase Technologies

How long does it take you to respond to your customer's e-mail inquiries?

If you're not responding within 24 hours you could be losing money and customer confidence.

In today's multi-channel environment, e-mail has become a critical support channel relied upon by many customers. In fact, most e-mail traffic in online systems is generated by users submitting questions from and organization's Web site. Unfortunately, lengthy response times and poor response quality can cause decreased customer satisfaction. In fact, 90% of customers will turn to an alternative customer service channel if they don't receive an email response within 24 hours – at a higher cost to you.

In this Webcast, JupiterResearch presents an understanding of consumer customer servicing behaviors and attitudes. Research Director David Daniels will present information that solidifies the relationship of customer service performance to customer satisfaction and retention. Cloudmark's Director of Customer Service, Paula Hughes, will present a case study on the solution that they current have in place and Roy Rodenstein, Senior Product Manager at iPhrase Technologies, will discuss current e-mail deflection solutions and how they are helping companies see a significant decrease in the volume of inbound emails to the support center - in most cases up to 40%.

Attend this Webcast and learn:

• How to lower service and support costs by intercepting e-mails before they touch the queue
• How to increase customer satisfaction and retention by accurately auto-responding to common e-mail requests, reducing user frustration
• Steps for continuous improvement through summarized, actionable reports that quantify ROI

About iPhrase Technologies

iPhrase is a leading provider of innovative search and customer interaction solutions that help companies with complex offerings automate their sales, service, and support operations. Our solutions convert each customer encounter into a measurable business outcome by leveraging a real-time understanding of users' needs, corporate objectives, and available resources to deliver the best possible online experience. Over 150 companies including Charles Schwab, Countrywide Financial, Gateway Computer, National Semiconductor, Neiman Marcus and RadioShack use iPhrase powered solutions to add millions to their bottom line by reducing costs, increasing revenue, and improving satisfaction among customers, partners, and employees.