iPhrase Offers Comprehensive Site Search Analysis Report for Customer-Facing Web Applications
Free Analysis Identifies Areas of Improvement and Details How Advanced Search and Navigation Technology Can Reduce Customer Service and Support Costs
CAMBRIDGE, Mass., October 8, 2003 - iPhrase® Technologies, Inc., the leading provider of self-service search and navigation software, today announced a comprehensive Site Search Impact Report aimed at pinpointing usability issues and improving the experience of customer-facing Web sites. This free service involves several hours of detailed site search analysis performed by iPhrase`s professional services team. The iPhrase search and navigation experts will review the current self-service technology, evaluate its performance and document their findings for the organization.
iPhrase and industry analysts find that many organizations do not receive the expected return on investment from their self-service systems, as the implementations and technology fall short of user expectations. Poor site search obstructs usability, impedes revenues and drives higher customer support costs.
"The true requirements of site search are to aid in navigation, translate customer language, and help site operators learn from and ultimately influence visitor behavior," said David Daniels, research director-CRM with Jupiter Research. "In the next three years, savvy search operators will replace today`s basic search/find model with the subtler and more effective methodology of discovery and managed dialogue." The methodology used in this search analysis will identify those areas of opportunity for improving information retrieval, navigation and managing the dialogue with customers.
The iPhrase Search Impact Report applies the best practices derived from enhancing the information discovery and managed dialogue for industry leaders such as Charles Schwab, Neiman Marcus, National Semiconductor, Lexis Nexis and others. Once completed, iPhrase will provide the organization with recommendations to enhance the effectiveness of the online self-service system; provide ideas for maximizing cost savings and user satisfaction; and give advice on leveraging the information and resources that already exist even further.
iPhrase search technology experts will evaluate each site in four key areas:
• Content coverage - how well is all of the site`s content and data exposed
• User Understanding - how well does the site understand the user`s true intents and needs
• Relevancy - how relevant and specific are the results of the request
• Presentation of results - how intuitively are the results presented
"There isn`t a more knowledgeable resource that organizations can tap into when they want to know exactly how well their customer self-service applications are working for them," said André Pino, senior vice president of marketing, iPhrase Technologies. "This is a complete review of a site`s self-service capabilities, performed by the leading professional services team in the search and navigation industry. We`re finding that many organizations are unaware of the negative impact their current search technology is having on their self-service goals. This report provides a detailed accounting of the major areas that have to be addressed in order to realize greater customer loyalty and an increased return on investment in self-service systems."
Enterprises interested in discussing the state of their current self-service application needs, and scheduling a free Site Search Analysis Report can contact iPhrase directly by calling 617-577-4352, or via the Web at www.iphrase.com/searchanalysis..
About iPhrase
iPhrase is a leading provider of self-service search and navigation software. iPhrase offers the patent-pending One Step platform, which combines natural language processing, multi-source retrieval, dynamic presentation and in-depth analytics to simplify access to high-value information. Through superior relevancy and usability, iPhrase One Step provides a powerful return on investment in critical applications at leading companies such as Charles Schwab & Co., U.S. Robotics, Staples, Neiman Marcus, LexisNexis, Lycos and TD Waterhouse.
iPhrase`s investors include Charles River Ventures, Greylock, Reed Elsevier Ventures, Sequoia Capital, TD Capital Technology Ventures and Bain Capital. Founded by former MIT researchers and business leaders, iPhrase has offices in Cambridge, MA and San Mateo, CA. For more information, please visit www.iphrase.com or call 617/577-4300.
iPhrase is a registered trademark and One Step is a trademark of iPhrase Technologies, Inc.
Back...
