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"InQuira software will enable us to offer Yahoo! customers a world-class Web self-service experience that meets both customer and key Yahoo! business objectives."
—Vice President of Customer Care, Yahoo! |
Video: Yahoo! Customer Success Story (SWF Movie, MPEG-4 Movie)
Press Release: InQuira to Bolster and Unify Self Service |
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“InQuira will help our people spend less time finding information and more time helping the customer.”
—Vice President and Chief Financial Officer, Nationwide Financial
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Video: Nationwide Customer Success Story (SWF Movie, MPEG-4 Movie)
Webinar: Embracing Knowledge in the Call Center
Case Study: Nationwide Financial Embraces Knowledge
Management |
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"With the help of InQuira we can deliver a knowledge management tool that will better enable both customers and employees to get the information they want and need."
—Program Manager, R&D, 3M |
Press Release: 3M Chooses InQuira as Knowledge Management Software Provider |
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"Zebra selected InQuira for its best practice methodologies, strength in CRM partnerships, and proven success in providing a superior online partner service experience."
—CIO, Zebra Technologies Corporation |
Press Release: Zebra Technologies Selects InQuira to Enhance Partner Experience
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"With InQuira, we expect to halve the 65,000 calls we receive per month—for a cost savings of somewhere between half and three-quarters of a million pounds per year."
—Deputy CEO, The Ministry of Defence, PPPA (People, Pay, & Pension Agency) |
Video: Answers In One Click
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Key results:
- Decreased its threat of churn by over 20%—while that figure rose 7% industry wide.
- Increased its conversion rates through internal search by almost 60%.
- Improved cross-sell and up-sell conversions and decreased shopping cart abandonment rates.
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Webinar: Earn Life-Long Customers: Get Back to the Basics with Web Self-Service |
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"After evaluating several other solutions, we felt that InQuira's integrated KM and search solution offered us the best possible option for creating efficiencies in the call center and continuing to improve our interactions with our customers."
—Vice President, Customer Care, MTS Allstream |
Press Release: MTS Allstream Calls on InQuira to Improve Customer Service |
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"InQuira provides the robust natural language search and KM capabilities that help our customers quickly get answers to their questions.”
—Senior Vice President, Global Service and Support, Blue Coat Systems |
Press Release: InQuira Enhances Web Self Service and Contact Center Support for Blue Coat
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"We have over 1500 technicians worldwide, and any one of them can start a document and submit it to a global document flow process. You need a strong tool to facilitate that. That's why I'm excited about partnering with InQuira."
—Director, Global Online Services, McAfee
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Online Broadcast: The Evolution of the Automated Contact Center
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Key results:
- Saved $5.8 million in case deflection.
- Increased customer satisfaction.
- 4-time consecutive winner of the ASP Ten Best Web Support Sites (2006-2009).
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CRM Magazine Article: Juniper Networks Named to 2007 Service Elite
Webinar: Selecting the Right Knowledge Base |
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Key results:
- Increased resolution of customer service requests through online self service.
- Decreased support costs through call and email deflection.
- Company cost savings of over £300,000 (approximately $450,000) through email deflection alone.
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Webinar: How to Improve the Customer Experience Through Social Networks
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"Through the process of building a strong and diverse customer base, we have accumulated enormous amounts of customer, product, and partner data that can be difficult to manage, let alone use strategically. InQuira’s knowledge platform provides us with the in-house tools to efficiently leverage all of this information so we can strategically improve the entire customer service experience."
—Sr. Director of Client Services, Advent Software |
Article: CRM Magazine
Release: Advent Software Enhances Customer Experience with InQuira
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“When we evaluated our options, InQuira’s knowledge management solutions provided the flexibility, scalability, and quality of service that we needed. Its natural language search capabilities are intuitive and understand the intent of client queries, meaning our clients get the answers they’re looking for as quickly as possible.”
—Executive Vice President, Client Services, Harland Financial Solutions |
Video: Harland Customer Success Story (SWF Movie, MPEG-4 Movie)
Press Release: Harland Financial Selects InQuira for Knowledge-Centered Support
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"With InQuira, we can now deploy a centralized, multi-lingual knowledge management solution with sophisticated search and retrieval capabilities."
—Vice President of Product Support, Invensys |
Press Release: Invensys Chooses InQuira to Power Global Customer Support |
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Key results:
- Contact center representatives spend 50% less time searching for information.
- Less than 25% of Web self-service inquiries are escalated to call agents.
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Webinar: Achieving Service Excellence
KMWorld Article: Knowledge Management Best Practices |
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"InQuira has enabled us to elevate our customers’ experience via online self-service or agent-directed knowledge management, and we have already seen a dramatic decrease in inquiries to our contact centers”
—Vice President, Customer Care and Reservations, Choice Hotels |
Press Release: Choosing the Best: Choice Hotels International Selects InQuira to Enhance Customer Care
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"We focused on meeting a business user’s needs that could be easily solved online—billing questions, patches, set-up questions, etc. We’ve made a lot of changes in our system, and are expecting at least a 20 percent decrease in contact center enquiries this year."
—Vice President, Worldwide Support, Serena
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Case Study: Serena Transforms its Service Model with InQuira
Video: Better Search for Better Support
Article: A New Business Model Requires a New Service Model
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“After evaluating numerous
products, it became clear that only
InQuira offered the robust capabilities we needed. InQuira was
uniquely equipped to implement the
specific language of our industry,
and its implementation cycle was
much quicker because we could
use our existing document repositories, rather than having to convert
each document into a new format.”
—Knowledge Base Program Manager, IGT |
Case Study: IGT Leverages Knowledge to Improve the Customer Experience
Press Release: IGT Selects InQuira's Knowledge Management Solutions to Power World-Class Customer Support
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Key results:
- Search accuracy for agents improved from 28% to 85%.
- More consistent, effective customer service.
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Article: Foremost Implements InQuira in Call Center |
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"In our analysis, InQuira offered an answer-based approach to Web self service that stood out from the alternatives. With InQuira, we found a strong combination of search and knowledge management, which helped us both develop
the right content and make it easy for users to find."
—VP of Online Marketing, Avis Budget Group |
Case Study: InQuira Enhances Web Self Service for Avis
Press Release: Avis Europe Chooses InQuira to Optimize Online Car Rental Experience |
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