CustomerSat, Inc. Offers Bundled Solution for eCommerce Businesses to Build Online Loyalty and Revenue.

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Dec. 14, 2000

WEBConnect(TM) Advantage Fully Automates Website

Visitor and Customer Feedback Programs

CustomerSat, Inc. today announced the release of WEBConnect Advantage, a bundled solution designed to help eRetail businesses build and maintain online customer satisfaction.

This complete, hosted solution allows eBusinesses to implement an automated, continuous feedback system for their website visitors and customers at key interaction points.

Many research studies have pointed to the critical need for eCommerce companies to significantly improve the online customer experience in order to build a profitable eBusiness strategy. Forrester Research found that "66% of online shopping carts are abandoned for service-related reasons." Gartner Group claimed that nearly a quarter of Web shoppers are extremely dissatisfied with their buying experiences.

WEBConnect Advantage contains all elements to allow an eCommerce firm to automate their customer feedback program, including: design and deployment of two personalized surveys (Website Visitor Survey and Service Fulfillment Survey); real-time alerts attached to key survey questions; benchmark criteria; customizable business rules; personalized customer email notices; targeted 1to1 communications; and full access to real-time analytics online.

"We looked at the impact a complete customer satisfaction program could add to an eCommerce business and saw a market with tremendous potential," explained John Chisholm, CEO, CustomerSat, Inc. "With WEBConnect Advantage, businesses can connect with their website visitors and customers, gather feedback at critical transaction points -- from the point they may abandon the shopping cart, through to the delivery of a product -- and use real-time alerts or targeted communications to proactively solve customer issues quickly. These are vital aspects in building eCustomer loyalty."

WEBConnect Advantage features three primary components:

-- Website Feedback: Pop!Up feedback forms can be "attached" to any part of a
website to measure satisfaction at key transaction points. As a visitor moves
through the predetermined section, visitors are invited to give their feedback
through an online form. One example sees an eRetail company gathering feedback
as a visitor either completes or abandons the online order process. Real-time
alerts added to key questions would notify specific employees who can then take
immediate, meaningful action.

-- Order Fulfillment Feedback: To assure complete satisfaction with the online
order process, WEBConnect Advantage sends customers an email shortly after
their order was scheduled to arrive inviting feedback. An eRetail company could
thus ask a customer to provide their reaction to the actual delivery process --
was the order correct, did it arrive on time, do they need further assistance?
Real-time alerts assigned to specific questions will inform the support staff
when there is a problem, which could turn customers who are possibly
disgruntled into loyal advocates.

-- 1to1 Targeted Communications: WEBConnect Advantage has the ability to
personalize messages based on the customer/website visitor's actual feedback.
Using CustomerSat's real-time filtering capabilities, a specific message is
delivered to the customer after feedback is submitted. Based on criteria
selected in the questionnaire, an appropriate message or incentive is
immediately presented. For example, an eRetail business, such as a computer
supplier, could offer an incentive to participate in the survey where the
respondent receives a coupon or discount on purchases. When the survey is
submitted, a "Thank You" page appears in the form of a coupon including
descriptions of appropriate products such as a 17" flat panel monitor. This
same functionality, when applied to the fulfillment process, could deliver an
informational message regarding how to install the new monitor.

All data provided by the customer and website visitor can be incorporated into the company's customer contact system, furthering the personalization process.

About CustomerSat

CustomerSat is the leading provider of online solutions for measuring and managing the customer experience at every interaction point -- using WEBConnect solutions to capture website interactions, and CRMConnect to integrate with contact systems to capture service and support interactions. The company is headquartered in Mountain View, Calif. For more information, visit http://www.CustomerSat.com or call 800/372-7772.