CustomerSat Adds 1-to-1 Marketing Functionality to WEBConnect; WEBConnect Now Allows eCommerce Companies to Personalize Offers and Messages based on Customer-Provided Data.

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Nov. 28, 2000

CustomerSat, Inc., specialists in measuring and managing the customer experience online, today announced the addition of automated personalization functionality to their WEBConnect(TM) solution. This new feature allows companies to automatically deliver one of many personalized offers or incentives to a Website visitor based on specific responses the visitor provided in a Pop!Up survey.

CustomerSat sees one immediate audience for this offering to be eCommerce companies selling products and services over the Internet -- including both dedicated eRetailers as well as "clicks & mortar" firms. WEBConnect has been allowing companies to gather real-time feedback from their Web visitor/customer concerning a specific page or the entire website since its release earlier this year. The new 1-to-1 functionality takes advantage of CustomerSat's sophisticated filtering capabilities; automatically matching specified visitor responses to one of many pre-determined offers and/or messages. This personalized message is presented immediately after the visitor submits the online survey. In this manner, a company can fit a specific offer to a visitor's indicated interest, demographic data, product preference, or any other data field included in the original survey.

"Personalization is a key element in developing a true one-to-one connection with customers and potential customers visiting your website," explained John Chisholm, CEO, CustomerSat. "Our technology has always been strong in gathering customer feedback for analysis. This added functionality now enables a company to deliver targeted incentives or offers to visitors based on actual survey data -- all in real-time."

All data provided by the visitor, including the specialized offer, can also incorporated into the customer's contact system record -- including CRM systems such as Vantive, Clarify, Onyx, and Siebel -- furthering the personalization process. Information is then available to a service representative should the customer call the service center.

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 user's CRM systems to capture support service interactions. CustomerSat principals have achieved numerous "firsts" in Internet survey research, including the first automated collection, reading, and tabulation of survey responses by e-mail, the first real-time calculation and display of cross-tabs on the Web, and the first positive identification of respondents to Web surveys. The company is headquartered in Mountain View, California. For more information, visit http://www.CustomerSat.com or call 800/372-7772.