Virtual Service Representatives Learn and Respond to Customer Preferences With Newest Release of NativeMinds' Software
New Open Standards Allow Easy Integration with CRM and Analytics Systems For Comprehensive Reporting and Sophisticated Trend Analysis
San Francisco, CA - 2002-01-22 - The wide adoption of CRM systems by Fortune 500 companies has enabled businesses to get smart about their customers, but when it comes to analyzing the effectiveness of customer interactions on the Web, many companies are in the dark. NativeMinds today announced NeuroServer 3.5, a new version of its flagship product for creating virtual customer service reps. The enhanced software enables virtual representatives to easily plug into companies' existing analytics platforms, enabling sophisticated profiling and analysis that helps companies tune in to customer trends. With NeuroServer 3.5, businesses can also integrate virtual representatives with their front and back office systems to offer more personalized Web self-service and gain more insight into customer relationships.
Businesses are increasingly turning to analytic applications to help them get closer to customers and identify new market opportunities. Aberdeen Group predicts that $1.3 billion will be spent on analytical CRM in 2002, a $175 million increase over 2001. With the release of NeuroServer 3.5, NativeMinds now offers a powerful way to combine and view online customer conversation data with existing customer data across departments for a broader range of analysis. Analyzing valuable customer conversation information along with customer data gathered from other widely-used enterprise CRM systems - including Siebel, Peoplesoft and Remedy- allows companies to closely measure the effectiveness of their online interactions with customers and boost the quality of Web customer service.
Organizations including Ford Motor Co., Miller Brewing and the Department of Defense are using NativeMinds virtual representatives, called vRepsTM, to provide 24x7 online customer support. vReps automatically answer customers' questions, preempting the need for more expensive human intervention and saving money in support costs. NeuroServer 3.5 features a new conversation database format dedicated to analysis and open integration with leading analytic tools so that customer service and Web site managers can easily perform queries and run trend reports while maintaining vRep performance on the Web.
Tuning in to customer needs and trends NeuroServer 3.5 offers companies a new way to quickly and effectively organize customer information and measure customer service success through 25 new standard reports. These reports can display anything from volume trends including the number of conversations and the frequency with which questions are resolved, to conversation topic reports that show the most popular questions customers are asking and the frequency with which they are being initiated.
Using new report tags, companies can now perform more sophisticated analysis by creating customized reports based on strategic business initiatives and indicators. Companies can personalize reports to reflect top initiatives such as new product information or purchasing questions. The ability to analyze these reports enables companies to identify topics that are not being answered effectively and focus on areas for improvement. Reports can also be used to determine a user's "mood" to better anticipate customers' reactions and preferences.
"The more you can learn about your customers' likes and dislikes, moods and patterns, the better you will be able to understand and nurture those relationships," said Walter Tackett chief executive officer and co-founder of NativeMinds. "NeuroServer's integration with popular CRM systems gives companies a more complete view of customer trends and a way to provide more proactive Web self-service. This new ability to combine conversation data with customer information collected from other departments gives companies a more accurate view of customer preferences and interests."
Availability
NeuroServer 3.5 is currently available. For more information about pricing, contact NativeMinds' sales department at 800-968-1002 or sales@nativeminds.com. To talk to a vRep directly, please visit Nicole at www.nativeminds.com.
About NativeMinds
NativeMinds Inc. is a pioneer in the development of software for creating automated online customer service agents, called vReps. vReps enhance the customer experience and lower support costs by emulating live customer service agents and deflecting inquiries from more expensive service channels such as call centers and e-mail responses. Leading NativeMinds customers include Ford Motor Company, Oracle, Convergys, Nissan, GlaxoSmithKline, Department of Defense, One 2 One (Deutsche Telekom), Miller Brewing Co. and Revlon. NativeMinds is a privately held corporation based in San Francisco.
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