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Leading Analyst Firm Positions Helpstream in CRM Customer Service Contact Center Magic Quadrant Report
Recognition Based on Completeness of Vision and Ability to Execute
| Source: Helpstream
MOUNTAIN VIEW, CA--(Marketwire - April 15, 2009) - Helpstream, the leading provider of
fully integrated community-driven customer service solutions,
today announced they have been included in Gartner, Inc.'s "CRM Customer
Service Contact Centers"(1) Magic Quadrant report by Michael Maoz, Research
Vice President and Distinguished Analyst. Gartner's Q209 Magic Quadrant
looks at "contact center desktop software for customer service and support
that is best-suited for different economic situations. Leading vendors are
showing how their solutions can lower costs while driving customer loyalty."
As business executives focus on customer service to retain
customers in the current economic climate, more companies are looking at
ways to leverage web-based customer communities to lower support costs while
simultaneously improving customer loyalty.
Helpstream's innovative solution tightly integrates robust community-based
self-service capabilities with traditional knowledge base and case
management functionality. This unique integration delivers a modern,
web-based customer service system that transforms the customer service
experience and reduces overall support costs.
"The negative shift in the economic picture has elevated this focus because
customer retention requires greater scrutiny," wrote Michael Maoz in the
Gartner report. "The loss of a profitable customer, or a potentially
profitable customer, is expensive and preventable. The contact center,
which integrates and synchronizes post-sale customer interactions, is the
most-critical flashpoint for the customer relationship."
"The days of the traditional contact center are numbered. Customers no
longer look first to company staffed support representatives for help --
they look first to the web and they look for others just like themselves to
help them answer questions and solve problems," said Anthony Nemelka,
president and CEO of Helpstream. "We believe placement in the Gartner Magic
Quadrant reflects how the changing demographics of consumers is
fundamentally changing the way companies need to be delivering customer
service. Our community-driven customer service approach is uniquely
positioned to take advantage of this paradigm shift in the market."
About the Magic Quadrant
The Magic Quadrant is copyrighted April 2009 by Gartner, Inc. and is reused
with permission. The Magic Quadrant is a graphical representation of a
marketplace at and for a specific time period. It depicts Gartner's
analysis of how certain vendors measure against criteria for that
marketplace, as defined by Gartner. Gartner does not endorse any vendor,
product or service depicted in the Magic Quadrant, and does not advise
technology users to select only those vendors placed in the "Leaders"
quadrant. The Magic Quadrant is intended solely as a research tool, and is
not meant to be a specific guide to action. Gartner disclaims all
warranties, express or implied, with respect to this research, including
any warranties of merchantability or fitness for a particular purpose.
About Helpstream
Helpstream's fully integrated community-driven customer service system
helps companies reduce overall customer support costs while increasing
customer satisfaction and retention. Helpstream integrates social web
technologies with modern customer service and collaboration processes to
drive effective customer and partner engagement across all business
functions. Helpstream's SaaS design makes it fast to deploy, easy to use
and affordable. It can be deployed as a complete customer service system or
as an integrated self-service and community case resolution complement to
existing Customer Relationship Management (CRM) systems. More than 150
customers and 300,000 users access Helpstream regularly to share
information and discover solutions to everyday customer service problems on
the web. Helpstream is headquartered in Mountain View, California. For more
information, please visit: www.helpstream.com.
(1) Gartner, Inc., "Magic Quadrant for CRM Customer Service Contact
Centers" by Michael Maoz, April 3, 2009.