|By Business Wire||
|May 12, 2014 05:35 PM EDT||
Radialpoint is proud to announce that it has received the Technology Services Industry Association’s (TSIA) Vision Award in the Innovative Commercial Companies category for 2014. Held on May 7 at the Santa Clara Convention Center, the award ceremony recognizes game-changing ideas in technology services that advance the industry and shape emerging trends. Over 700 peers voted live for the award winners, who said that Radialpoint Reveal is an outstanding example of how members contribute to their customers’ successes. “Radialpoint is honored to receive this award from our industry peers. We feel very pleased to have our work recognized in this way,” said Warren Levitan, CEO of Radialpoint.
TSIA is honoring members that advance the cause of delivering successful outcomes for customers. “Gone are the days of customers paying for high-priced, capital expenditure items; we are transitioning to a world where customers want to pay lower prices for cloud-based services, if they can successfully consume the business value of your product. It’s becoming a consumption or subscription-based economy. Relationships with customers now become month-to-month arrangements; every interaction with them is now a retention interaction. Each month the customers must experience positive outcomes and value or they will leave,” said Levitan.
At the same time, customers’ environments are becoming increasingly heterogeneous.
TSIA research indicates that “up to 73%” of support issues are multi-vendor issues (issues that involve multiple products from different vendors). Internal knowledge bases don’t normally cover other vendors’ products. It’s no longer realistic to just support your own product; you have to help your customers with whatever they have in their environment. This can be time-consuming.
Radialpoint’s research indicates that support agents use Google search more than half the time to find support resources. More than 90% of agents rank it as a “better or equal source of knowledge” than their internal knowledge bases. John Ragsdale, Vice President of Technology and Social Research for TSIA, said that his research found that agents check Google search before checking their own knowledge bases 62% of the time.
Radialpoint Reveal, a free browser add-on that requires no training to use, addresses these issues by arming support teams with the knowledge to solve all their customers’ technology problems. Radialpoint Reveal helps call center agents find the most trusted tech support knowledge on the web in mere seconds. When researching an issue with Google search, Radialpoint Reveal presents solutions recommended by agents around the world, or across the office. Users of Radialpoint Reveal can add their own recommendations to the collective knowledge at the click of a button, thereby improving the quality of results over time.
Technology professionals who would like to try Radialpoint Reveal in their organization can sign up at http://signup.radialpoint.com/reveal.
Whatever the device, whatever the platform, and whatever the problem, Radialpoint provides consumer technology companies with the solutions, processes and best practices required to cost-effectively solve their customers’ support issues with a measurably superior Customer Experience. Our solutions solve thousands of customer issues every day, relieving customer frustration, increasing loyalty and differentiating your technology products and services in the marketplace. For more information about Radialpoint, visit www.radialpoint.com.
Copyright © 2014 Radialpoint SafeCare Inc. All rights reserved. Radialpoint and Radialpoint Reveal are trademarks or registered trademarks of Radialpoint SafeCare Inc. Google is a registered trademark of Google Inc. All other marks are the property of their respective owners.
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