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CUSTOMER EXPERIENCE STUDY REVEALS THAT IMPROVING WEB-BASED SUPPORT IS CRUCIAL TO GOOD CUSTOMER SERVICE Quality Content is Major Gripe for Consumers; Priority for Companies SAN BRUNO, Calif. — March 4, 2008 — InQuira Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, today announced the publication of a study it sponsored from independent research firm ServiceXRG that examines the current state of online shopping and customer service. The study, entitled "Influencing the Online Experience," reveals that in order to maintain customer mindshare and loyalty, companies must improve available content and provide a superior web-based service experience. "Consumer feedback around their web-based customer service expectations illustrates the phenomenal impact the Web has on shaping customer experiences, and the new challenges introduced as companies move more customer interactions online," said Tom Sweeny, Principal and Co-founder, ServiceXRG. "As self-service transactions replace personal interactions, the ability to shape customer experience depends on the online tools and content provided. Solutions such as InQuira that address the entire customer experience spectrum become increasingly important in this competitive environment." ServiceXRG surveyed nearly 1,000 companies and online shoppers to gain insights from both the consumption and supply sides of the online experience to learn how the web is changing the way businesses engage with customers, and in turn how it impacts consumer perceptions of companies. Specifically, ServiceXRG examined how consumers use search for online support, conduct product research and engage in shopping activities; and then explored the investments, tools and resources the "supply side" provides to encourage Web use, drive successful online transaction and deliver a positive customer experience. Key findings from the study include:
To discuss the findings and hear ServiceXRG's nine steps for improving the customer experience, Mr. Sweeny will join InQuira's vice president of corporate marketing, Jason Hekl, for a webinar on Thursday, March 6, 2008 at 11:00 a.m. PT/2:00 p.m. ET. To register for this free event, visit http://www.inquira.com/webcasts/onlineexperience.htm. "Companies of all sizes are seeking ways to improve customer experience, but aren't always sure where to start," said Mike Murphy, CEO of InQuira. "The results of ServiceXRG's study reinforce our philosophy that a good customer experience boils down to the basics – providing quality information and easy-to-use, intuitive tools to help consumers access it." To access the full report, please visit http://www.inquira.com/resources/onlineexperience.htm. About ServiceXRG ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit www.servicexrg.com. About InQuira |