Media Contact
Scott Blevins
LEWIS – Global Public Relations for InQuira, Inc.
415 992 4400
inquira@lewispr.com
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INQUIRA & KEY BUSINESS EXECUTIVES TO CO-PRESENT AT
TECHNOLOGY SERVICES WORLD SILICON VALLEY
Leading Security Companies Symantec, VeriSign and Blue Coat Systems to Join Panel Discussion on Measuring the Customer Web Self-Service Experience
SAN BRUNO, Calif., May 4, 2009—InQuira, Inc., a leading provider of enterprise knowledge solutions for web self-service, contact center support and knowledge intranets, today announced that Chris Hall, vice president of product marketing for InQuira, will moderate a panel at SSPA’s Technology Services World in Silicon Valley this week. The panel titled, “Measuring the Self-Service Experience” will explore how companies can measure the effectiveness of online self-service, and how community contributions can be utilized to improve self-service models. Executives from Symantec, VeriSign and Blue Coat Systems will join the panel to provide their first-hand experience of implementing effective web self-service for their customers.
| What: |
Panel Presentation: “Measuring the Self Service Experience” |
| When: |
Tuesday, May 5 at 11:30 a.m. PT |
| Where: |
Technology Services World, Santa Clara Convention Center |
| Moderator: |
Chris Hall, Vice President-Product Marketing, InQuira |
| Panelists: |
Bradford Smith, Senior Director Support Experience Team, Symantec
Judy Quinn, Processes and Tools Program Manager, VeriSign
Chuck Flood, Worldwide Support Infrastructure Manager, Blue Coat Systems
Nav Chakravarti, Vice President-Solutions, InQuira |
| Details: |
Smart companies know that an exceptional self service experience can shape a customer’s perception of the company, instill loyalty, and increase the propensity to recommend the company’s products or services to others, all of which are particularly important in today’s economy. While these things are essential, how do you measure the self service experience, determine if users are getting their answers, if users are successful or unsuccessful, and are cases being deflected? How do you measure the effectiveness of the content and recognize those internal or external users who have created the most valuable content for your organization? The audience will hear leading customer support executives share their insights and lessons learned from their own experiences. |
About Technology Services World 2009
The three leading professional associations of the services and support industry—AFSMI, SSPA, and TPSA—have collaborated to bring services industry experts together for what they anticipate to be the premier technology services conference of the year. Service and support experts will discover the traditional tactics to improve services efficiencies, and how to create breakthrough improvements in service economics while achieving high customer satisfaction and retention.
About InQuira
InQuira Inc. provides software applications for web self-service, collaboration, knowledge management, and agent-assisted support built from a common technology platform that makes it possible for companies to provide a consistent customer service experience across web, phone, and community channels. Featuring tight integration of search, content management, discussion forums, and analytics, the InQuira platform ensures companies can author and harvest knowledge, make it accessible to the right people at the right time, and measure its effectiveness at resolving customer problems. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel, and E*Trade. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at www.inquira.com.
