• Comprehensive Technology Platform Enables Global Brands and Companies Doing Business Outside North America to Assess Brand Impact and Improve Online Customer Experience
• WebEffective 4.0 International Evaluations Available in English, French, German, Japanese, Korean, Spanish, Simplified Chinese and Traditional Chinese
• As Use of Rich Internet Applications Increases, Need to Understand Customer Experience and Gain Competitive Intelligence in New Markets Increases
San Mateo, Calif., — February 2, 2006 — Keynote Systems (Nasdaq: KEYN), the worldwide leader in services that improve online business performance and communications technologies, underscored its global leadership position today with the launch of Keynote WebEffective™ 4.0. WebEffective 4.0 is a new version of Keynote`s Customer Experience Management testing service, which makes multi-lingual analysis of Web sites easier around the world. WebEffective 4.0 also unifies several underlying Keynote technologies for capturing data, which provides customers the broadest range of capabilities in a single platform.
The WebEffective comprehensive unified platform is the most innovative technology available for capturing the intent, behavior and attitude of real end users. Customers are able to create scripts in their native language and have participants receive surveys in those languages. WebEffective now supports single byte and double byte languages including English, French, German, Japanese, Korean, Spanish, Simplified Chinese and Traditional Chinese. Internationalization of WebEffective provides a seamless, customizable experience, which encourages panelists around the world to participate in the studies.
"Multi-national companies have spent tens of millions of dollars building their Web sites and related e-business infrastructure, and marketing to create brand recognition and loyalty," said Carol Carpenter, senior director of product management at Keynote. "Unless these companies understand what drives customers to their Web sites and what keeps them there, there is no assurance that these efforts are being directed where they will have the most impact."
"As the highly sought after Keynote China Search Study demonstrated, it is imperative to have an internationalized way to understand the real user experience of visitors coming to your site," continued Carpenter. "That can only be done by setting up tests in the native languages they use. Keynote consistently moves forward to provide the capabilities our global customers demand and now provides Customer Experience Management solutions internationally with WebEffective 4.0 and Keynote`s global services."
A recent report from Forrester states, "Online retailers expect international sales to fuel their next stage of growth. But international expansion requires tremendous brand, marketing, and technology investment, making this endeavor not for the faint of heart. Those retailers that do decide to expand should centralize site management, engage in usability testing in foreign markets, and determine the most cost-effective logistics strategy: on-the-ground operations or outsourcing."
WebEffective gives companies the ability to conduct in-depth customer experience and market research studies anywhere in the world with real people on individual Web sites or across sites in an entire industry. Using WebEffective 4.0, researchers have a single portal for self-service scripting of tests from end to end. Evaluations give e-business managers insight into the quality of experience as perceived by real users in many countries, and they quickly identify Web site effectiveness problems. WebEffective shows not only how but also why users behave the way they do.
"WebEffective allows us to get actionable insight into what aspects of the user interface are driving a positive experience," said Michelle Fulcher, Manager, Design Research, Search and Marketplace at Yahoo! "For example when we look at how 200 people perform a task we are able to segment those users into those that use a particular feature versus those that do not. We look at metrics like satisfaction, likelihood to return, and ease of use to see if there are any differences between the two segments of users. This helps us determine whether the feature improves the overall user experience or not and gives us insight into promotion and prominence for the feature."
As the Internet becomes more complex and interactive, it is vital that companies understand the effect of these rich applications on user perceptions of Web sites. The ways to study customer experience are equally complex, and WebEffective supports more customer experience research methodologies than any other service available. These include:
• Multi-lingual testing
• Assigned task testing
• Participant self-directed testing
• Multi-property open Web research
• Competitive testing
• Surveys
• Remote usability
The broad scope of the platform enables companies to investigate all aspects of their e-business including customer segmentation, marketing effectiveness, competitive threats and Web site execution. And, companies can test their Web sites at all phases of development so issues are caught early, when they are most correctable.
Availability and Pricing
WebEffective 4.0 is currently available as a hosted technology subscription. Engagement-based pricing and Professional Services are also available.
For more information about WebEffective, or to speak to a Keynote sales representative go to http://www.keynote.com/solutions/webeffective4.html or email sales@keynote.com.
About Keynote
Founded in 1995, Keynote Systems (Nasdaq "KEYN") is the worldwide leader in services that improve online business performance and communications technologies. Keynote helps approximately 2,300 corporate customers and 13,000 individual subscribers become "the best of the best" online. The business premise supporting Keynote`s mission is: "Online businesses can`t manage what they don`t measure." As an independent and trusted third-party, Keynote provides IT and marketing executives with unbiased benchmarking data, competitive analysis and operational metrics from the customer perspective. This data measures service levels and customer experience of Web sites, broadband services and mobile communications.
Known as The Internet Performance Authority®, Keynote manages a market-leading infrastructure of 1,600+ measurement computers and mobile devices in over 114 locations and 66+ metropolitan areas worldwide that assess service levels and a panel of over 160,000 consumers who participate in interactive Web site tests that assess user experience. These online user experience tests capture customer attitude and behavior to answer the critical "why" behind the "what." Keynote`s geographically distributed measurement services, on-site monitoring appliances, competitive intelligence and custom studies ensure that its customers outpace their competitors in online service levels and overall user experience.
Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at www.keynote.com or by phone in the U.S. at 650-403-2400.
Keynote, The Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2006 Keynote Systems, Inc.
Editorial Contacts:
Della Lowe, Keynote Systems, (650) 403-3233 dlowe@keynote.com
Dan Berkowitz, Keynote, (650) 403-3305 dan.berkowitz@keynote.com
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