(Toronto) November 21, 2008 – IntelliResponse, the Instant Answer Agent for enhancing multi-channel customer experiences, and JupiterResearch, a leading authority on the impact of the Internet and emerging consumer technologies on business,   today announced the results of a new study into the frustrations of corporate and informational web-site visitors who use web self- service and site search – and the dire consequences poor customer experience management  can have on many organizations.

The study, authored by JupiterResearch Vice President and Senior Analyst Peter Sargeant and leveraging Jupiter’s June 2008 survey of 2,165 Internet users, found that the inability to locate useful information has tremendous implications for the online conversion of new web site visitors, and for the loyalty and retention of existing customers.

According to the study, site visitors who are unable to locate the information they are looking for when arriving at a given Web site will quickly consider alternatives, or turn to high cost channels as a means of getting the information.  When asked, as many as 45 percent indicated they are less likely to visit the same site in the future.  Another 45 percent went so far as to say they would simply visit an online competitor.

“In most situations, site publishers have only one opportunity to properly service site visitors,” said Peter Sargeant, author of the study and Vice President at JupiterResearch.   “If these publishers cannot optimize the user experience for accessing key site content and information, they will suffer the consequences. “

The report goes on to indicate that in order to combat user frustration, site publishers must develop an optimal user experience that offers a simple and effective means for visitors to access a broad set of site content and information, and that web self-service tools can help enhance the user experience.

Understanding the limitations of traditional site search tools, JupiterResearch’s  consumer survey data indicates that there is an opportunity for sites to provide an online “service agent” as an effective compliment to search, particularly one that can offer a single answer to their questions.  Seeking such a tool to complement more traditional site search could prove effective in improving overall customer satisfaction and reducing early site abandonment rates.

“This report brings to light the importance of managing the customer experience across all customer touch points, and in particular on the web , a channel that has quickly become the first point of contact for many consumers in search of information,” said Mike Dufton, President and CEO of IntelliResponse.   “It’s  further evidence of the value that innovative self service options such as IntelliResponse’s Instant Answer Agent can provide to a wide variety of commercial and educational organizations interested in delivering world class customer experience.”

The IntelliResponse/JupiterResearch study on site visitor frustrations with web self service and search is available free of charge.

• Attend a  FREE Webinar on December 9, 2008 at 1pm EST and hear from the study’s  author,  JupiterResearch Vice President Peter    Sargeant, about how you can optimize your online customer experience capabilities. REGISTER NOW

About IntelliResponse

IntelliResponse  enhances the multi-channel customer experience capabilities of  hundreds of enterprise businesses and educational institutions via its Instant Answer Agent, an industry leading On Demand software platform that allows both consumers and contact center agents to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer- facing implementations answering  50 million+ questions with one right answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs  to IntelliResponse - including ING Direct, TD Canada Trust, Scotiabank, Penn State University, Ohio State University, University of British Columbia and Harvard University.

About JupiterResearch

JupiterResearch provides unbiased research, analysis and advice, backed by proprietary data, to help companies profit from the impact of the Internet and emerging consumer technologies on their business. The company helps online businesses make critical decisions about technology selection, spending, staffing, and Web site effectiveness; advises consumer-facing companies with online advertising, marketing, and customer service strategies to understand, attract, convert and retain customers; and guides technology vendors and service providers on market opportunity, positioning, product definition, and pricing. JupiterResearch is headquartered in New York City and has offices throughout the US and Europe. For more information, visit www.jupiterresearch.com.

Contact:

Mike Hennessy
IntelliResponse
416-214-9337 Ext. 224
mike.hennessy@intelliresponse.com