Conversive Customer Satisfaction Highest in Online Self-Service Industry

MALIBU, Calif.--March 20, 2006--The latest Jupiter Research Report on the Customer Self-Service industry found that "Conversive ranked highest in satisfaction among customers."

Jupiter Research has just published a comprehensive report analyzing the current state of Online Customer Self-Service. They surveyed consumers, as well as the principals and customers of the leading companies in the Online Self-Service industry -- such as Conversive, Inquira, RightNow, Talisma, Kana and eGain.

According to Conversive President and CEO Rob Rappaport, "The Jupiter Report provides some valuable insights into the current state of Online Customer Self-service." He added, "We're beginning to see more and more consumers turning to the Internet as their first choice in resolving customer service issues. The Jupiter Report confirms our belief that the most important factor in providing Online Customer Self-Service is resolution, not merely call deflection," said Rappaport.

Major Customer Self-Service issues addressed by the report include the following excerpts and quotes:

Consumer Demand

"While overall service contacts will grow almost seven percent year over year through 2010, online contacts alone will grow 21 percent year over year. Most overall growth in online service contacts will come from increased self-service use among consumers."

Cost Savings

Deflecting customer service calls through Online Self-Service is a top priority for almost all large customer service centers, Jupiter Research found, with cost savings being the single most important driver.

Strategic Opportunity

Jupiter Research continues to believe that Online Customer Self-service is a critical strategic opportunity for customer service departments to stay competitive, and that, in fact, "the moment a user's hand moves from mouse to keyboard to express interest, desire, or intent in actual language represents the strongest opportunity to learn from -- and influence -- visitor behavior."

Limitations of Current Technology

Despite the important risks and rewards of resolving consumer inquiries online, Jupiter found that most companies still rely largely on static FAQ's, usually bolstered by a basic search technology. Search technologies often will not increase consumer satisfaction, Jupiter found, because "consumers believe search results lack relevance and accuracy."

The Conversive Solution

Based on Conversive's leading customer satisfaction rating, as well as the high level of technical compatibility of Conversive's customer service solutions, Jupiter Research advised that "... companies seeking highly engaging automated customer service should consider Conversive as a complementary solution to their existing online service offerings."

The Jupiter Research Online Self-Service Report is available from the Conversive web site at www.conversive.com in the Resources section under "Whitepapers."

About Conversive

Conversive(R) is the leading provider of conversational self-service solutions. Conversive's "Start the Dialog(SM)" strategy provides self-service solutions which complement all types of organizations, clients, current applications and budgets. For more information about Conversive, Inc., please visit www.conversive.com.