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Eloqua Chooses Helpstream for Its Customer Central Community Portal
Helpstream Powers Customer Service Community for Marketing Automation Pioneer
| Source: Helpstream
MOUNTAIN VIEW, CA--(Marketwire - August 4, 2009) - Helpstream today announced that Eloqua,
the category leader in marketing automation, has implemented Helpstream's
community-driven customer service solution for its Customer Central
customer service portal. Eloqua's Customer Central community gives
customers a single online destination from inside the Eloqua application
where the customer can find answers to customer service and best-practices
related questions. Eloqua has also deployed Helpstream's enterprise mashup
with its Salesforce.com CRM system to provide a seamless interface for both
customers and service representatives.
Prior to Helpstream, Eloqua relied on an online FAQ system which was not
integrated with Salesforce.com's case management functionality. Using this
loosely coupled approach, the company experienced an "over-reliance" on
phone-based support, difficulties in sharing and managing knowledge with
agents and customers, and had a flood of documentation spread across
multiple systems. The information was available but inaccessible to
Eloqua's customers. Ultimately, Eloqua selected Helpstream for the
product's ability to help the company create a competitive advantage in
customer service delivery using an innovative customer service portal with
a fully featured customer community, an integrated knowledge base with
seamless integration and a single sign-on to Salesforce.com's customer
service functionality.
"Helpstream's integrated customer service community solution has allowed
Eloqua to leverage customer service to differentiate itself in a highly
competitive market space," said Jim Leitch, Global Director of Product
Support at Eloqua. "The mashup with Salesforce has really made a difference
for our team and we're seeing increased self-service adoption, clearly the
goal of any SaaS company today."
Additional results and benefits Eloqua experienced after bringing on
Helpstream included reduced time-to-agent productivity and accelerated
customer adoption of the discussion forum.
"Eloqua is a strong leader in its field and their embrace of community and
social Web technologies is a validation of the advancement we're seeing in
the marketing automation industry," said Bob Warfield, CEO of Helpstream.
"One of our main goals is to trim the process and clutter for agents at
Eloqua and other companies, so they can get to the important matters --
connecting with customers on the right issues with the help of social Web
technologies that are shaping the arc of customer communication."
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 200
customers and 500,000 users access Helpstream regularly to share
information and discover solutions to everyday customer service problems on
the Web. Helpstream is headquartered in Mountain View, Calif. For more
information, please visit www.helpstream.com or follow us on Twitter at
www.twitter.com/helpstream.