MessageMedia Launches SupportView
Customer Intelligence Software Delivers Real-Time Customer Data for Businesses to Measure and Manage Support Center Performance, Customer Satisfaction
BOULDER, Colo.--(BUSINESS WIRE)--Nov. 18, 1999-- MessageMedia Inc. (Nasdaq: MESG), the leading provider of e-mail-based customer relationship management and direct marketing services, announced today it has launched SupportView, a real-time web-based customer survey and decision support system. SupportView leverages survey research, decision support and technology expertise to continuously solicit, collect, report and analyze feedback from customers about their interactions with a company's online customer service center. SupportView provides management with both qualitative and quantitative customer feedback on demand - enabling them to quickly adjust their business processes to better serve their customers.
SupportView's Benefits
SupportView users can integrate customer feedback gathered by the software with customer relationship management (CRM) tools and processes to:
-- Reduce customer churn and increase revenue
-- Reduce marketing and sales costs
-- Improve resource allocation
-- Reward and evaluate employee performance
-- Increase employee productivity.
How SupportView Works
With SupportView, user-defined customer actions such as inquiries or complaints trigger an e-mail invitation to a web survey hosted by MessageMedia. The survey data is then fed into a customer intelligence repository where it can be consolidated with transaction, productivity and other data from the company's customer relationship management system. MessageMedia's SupportView solution then provides immediate, actionable data back to company management in a web-based graphical display that is backed by a secure, project specific database.
''Since we've added SupportView to our customer management practices, we now have the flexibility and agility to adjust our business practices at a moment's notice, ensuring our customers that their individual feedback is accounted for and valued,'' said Metin Ozkuzey of PeopleSoft. ''These online capabilities allow us to more effectively manage, retain and grow our customer relationships.''
''We understand that today's managers require instant access to customer intelligence for successful, effective client service,'' said Jon Clark, director of product management for MessageMedia. ''The addition of SupportView to our current suite of products and services reflects MessageMedia's commitment to helping companies execute very rich e-messaging dialogs with their customers.''
About MessageMedia Inc.
MessageMedia (Nasdaq: MESG - news) is the leading provider of e-mail-based customer relationship management and direct marketing services. The Company offers a comprehensive suite of outsource messaging services for information delivery, e-commerce services, permission-based direct marketing, ongoing customer communications and real-time customer feedback solutions using industry standard Internet protocols. MessageMedia's customer portfolio includes clients from the financial services, publishing, direct marketing, retailing, software and electronic commerce industries. Clients include E*TRADE, AOL, Apple, Yahoo!, Microsoft, GeoCities, Intuit, CMP Media, Barclays Bank, EDS, CNBC, Universal Studios and Bertelsmann.
Investors in MessageMedia include SOFTBANK and its affiliates, which constitute the world's largest investors in the Internet and Pequot Capital Management, a Connecticut-based research-intensive investment firm.
''Safe Harbor'' Statement Under the Private Securities Litigation Reform Act: With the exception of the historical information contained in this release, the matters described herein contain forward-looking statements that involve risk and uncertainties. These risk factors include, but are not limited to, the integration of a new senior management team, MessageMedia's limited operating history, the integration of recent acquisitions, risks associated with pending and future acquisitions, the anticipated fluctuations in operating results, the uncertain acceptance of new services being offered, and undeveloped and rapidly changing market and other factors detailed in MessageMedia's filings with the Securities and Exchange Commission, including its Annual Report on Form 10-K for the year ended December 31, 1998 and its most recent Quarterly Report on Form 10-Q. All companies and product names are trademarks of their respective owners. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date hereof. MessageMedia undertakes no obligation to release publicly the result of any revisions to these forward-looking statements that may be made to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.
MessageMedia Inc. 6060 Spine Road, Boulder, Colo. 80301 Phone: (303) 440-7550; Fax: (303) 440-0303; messagemedia.com
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