AnswerDash Listed as Top Seattle Startup to Watch

Intelligent Internet Marketing Company, Epic Presence Highlights AnswerDash on their 25 Seattle Startups to Watch

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SEATTLE – June 16, 2017 --AnswerDash, a leading provider of SaaS self-service support solutions, announced today they have been named on Epic Presence's list of 25 Seattle startups to watch. Check out the 25 Seattle startups that continue to do great work to improve their industries and the communities they serve.

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in native mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, increasing sales conversions by 10 to 30 percent and dramatically improving customer satisfaction.  AnswerDash integrates with the most popular knowledge bases and ticketing systems, including those from Freshdesk, Salesforce.com and Zendesk to bring knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as inContact, LiveChat, Olark, SnapEngage and Zopim.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more atwww.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388  

AnswerDash CEO Earns Owler 2017 Top Rated CEO Award

Crowdsourced Competitive Intelligence Platform, Owler Selects Bill Colleran as One of the Top Rated CEOs in Seattle

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SEATTLE – June 1, 2017 -- AnswerDash,a leading provider of SaaS self-service support solutions, announced today that Bill Colleran was named one of Owler's Top Rated CEOs in Seattle. 

The launch of Owler’s inaugural Top Rated CEO Awardsprovides a true market view of the best-loved leaders across 50 cities and 25 industries worldwide. They looked at 167,000 CEOs on Owler to identify the top 1,000. As one of the awardees, Bill Colleran is among the top 1% of executives on Owler, putting AnswerDash at the pinnacle of business leadership.

To view AnswerDash’s company profile on Owler, go to AnswerDash's Company Profile.

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in native mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, increasing sales conversions by 10 to 30 percent and dramatically improving customer satisfaction.  AnswerDash integrates with the most popular knowledge bases and ticketing systems, including those from Freshdesk, Salesforce.com and Zendesk to bring knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as inContact, LiveChat, Olark, SnapEngage and Zopim.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com.

About Owler

Owler is the crowdsourced competitive intelligence platform that business professionals use to outsmart their competition, gain competitive insights, and uncover the latest industry news and alerts. Owler is powered by an active community of 800K business professionals that contribute unique business insights such as competitors, private company revenue, and CEO ratings. From startups all the way to large enterprises (including 96% of the Fortune 500), CEOs, salespeople, marketers, product managers, and all types of business professionals use Owler daily. Launched in 2014, and funded by Norwest Venture Partners and Trinity Ventures, Owler is headquartered in San Mateo, CA with offices in Coimbatore, India.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388 

AnswerDash Unveils ‘Trending Topics’ Capability to Identify Gaps in Knowledge Base Content

AI-Powered Feature Analyzes Search Queries to Enhance Self-Service Support

SEATTLE, May 3, 2017 -- AnswerDash, a leading provider of SaaS self-service support solutions, announced today it’s ‘Trending Topics’ feature which employs machine learning algorithms to extract common topics from aggregated user queries. Trending Topics provides AnswerDash’s customers with insights into users’ questions, empowering enterprises to remedy content gaps on their websites, in their mobile apps and in their knowledge bases, thereby reducing support tickets and cost.

“Before Trending Topics, our customers couldn’t easily evaluate large volumes of unstructured user queries or identify gaps in knowledge base content,” explained Bill Colleran, President and CEO of AnswerDash. “With Trending Topics, that ambiguity disappears. By identifying trends in users’ queries, our customers can pinpoint areas of confusion, ambiguity or heightened interest. Empowered with this information, our customers can now easily fill gaps in content. Trending Topics is a game-changer.”

AnswerDash’s Trending Topics feature utilizes proprietary machine learning algorithms to identify common attributes from unstructured customer queries -- those questions typed into the AnswerDash search bar. The tool then clusters similar queries into categories, enabling easy identification of those questions which occur most frequently.  Trending Topics includes a visualization tool to simplify selection of Q&A pairs for publication to AnswerDash’s customers’ knowledge bases.

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in native mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, increasing sales conversions by 10 to 30 percent and dramatically improving customer satisfaction.  AnswerDash integrates with the most popular knowledge bases and ticketing systems, including those from Freshdesk, Salesforce.com and Zendesk to bring knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as inContact, LiveChat, Olark, SnapEngage and Zopim.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388    

AnswerDash Enhances Self-Service Customer Support Offering to Include Chinese, Japanese and Korean Languages

Development Allows AnswerDash Customers to Expand International Presence

SEATTLE, April 27, 2017 -- AnswerDash, a leading provider of SaaS self-service customer support solutions, announced today availability in three additional languages, Chinese, Japanese and Korean, increasing the total number of supported languages to 24. With this enhancement, enterprise customers can now leverage AnswerDash’s predictive Q&A engine to present questions and answers in the newly supported languages on web pages, in mobile apps and via chatbot on Facebook Messenger. End users can utilize all of AnswerDash’s functionality, including text search, in the new languages while enjoying a user experience that automatically matches the underlying web page or app, regardless of language.

 

“Many of AnswerDash’s customers, especially in the travel and hospitality segment, operate globally and must provide a self-service experience that is intuitive, dynamic and consistent across multiple languages,” said Bill Colleran, CEO of AnswerDash. “Enhancing our SaaS tools to support Chinese, Japanese and Korean is a huge step toward supporting markets worldwide.”

AnswerDash customers can easily implement any supported language via a web-based administrative portal. The tool administrator can add languages, update content and modify translation labels with a simple point-and-click interface, ensuring that the AnswerDash pop-up Q&A tab uses the desired terminology on their web site and in mobile apps.

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, increasing sales conversions by 10 to 30 percent and dramatically improving customer satisfaction.  AnswerDash integrates with the most popular knowledge bases and ticketing systems, including those from Freshdesk, Salesforce.com and Zendesk to bring knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as inContact, LiveChat, Olark, SnapEngage and Zopim.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388   

AnswerDash Winner of FinancesOnline "Rising Star" and "Great User Experience" 2017 Awards

AnswerDash is proud to announce that we have been awarded the Rising Star and Great User Experience Awards for 2017 by online software review site FinancesOnline! Not only that, but we received a user satisfaction score of 100%, and placed in the top 100 customer support software products with an 8.0 rating.

AnswerDash is proud to announce that we have been awarded the Rising Star and Great User Experience Awards for 2017 by online software review site FinancesOnline! Not only that, but we received a user satisfaction score of 100%, and placed in the top 100 customer support software products with an 8.0 rating.

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FinanacesOnline is one the top B2B & Saas review platforms out there, with over 820,000 monthly readers, and AnswerDash is incredibly excited to be receiving these awards from a top software business directory. 

To read FinancesOnline's full review of AnswerDash, click here

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience to dramatically cut support costs, increase sales conversions and improve customer satisfaction. AnswerDash integrates with the most popular knowledge bases and ticketing systems from Salesforce.com, Zendesk and Freshdesk, bringing knowledge base content directly to the point of need.

About FinancesOnline

FinancesOnline is the fastest growing independent review platform for B2B, SaaS and financial solutions. Our mission is to help business owners find the best solution or product to fit their needs and to provide vendors with an effective way to find potential clients.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388 

AnswerDash Announces Technology Integrations and Marketing Partnerships with Freshdesk and inContact

SEATTLE, Feb. 28, 2017 /PRNewswire/ -- AnswerDash, a leading provider of SaaS, self-service support solutions, announced today partnerships with Freshdesk and inContact, enabling their customers to easily add the AnswerDash service through their partner app stores. By integrating with FreshDesk and inContact, AnswerDash delivers predictive self-service first with a seamless escalation to live chat when necessary, all without requiring enterprises to change their existing customer support processes.

 

According to Capterra, 75% of consumers want to solve product and service issues on their own, and up to 90% expect brands to offer dynamic, self-service customer support.

AnswerDash's integration with Freshdesk leverages knowledge base and ticketing system APIs to ensure that content is available and synchronized across all systems. "The AnswerDash-Freshdesk integration fully optimizes the online self-service experience and complements Freshdesk's powerful services thereby enabling online businesses to deliver the most efficient and complete customer support to companies, agents and end users," said Ganesh Ram Natarajan, Sr. Director at Freshdesk.

inContact provides on-demand software for call centers to engage and support their customers. AnswerDash's integration with inContact enables users to escalate to inContact's live chat offering when interaction with a human agent is necessary.

AnswerDash CEO, Bill Colleran, noted that "these new integrations and marketing partnerships are part of AnswerDash's ongoing effort to work with the most innovative platforms to dramatically reduce support costs even while improving the customer experience." 

AnswerDash will be exhibiting and presenting at the Customer Success Summit held in San Francisco February 27-28.

About AnswerDash

AnswerDash's Predictive Q&A Engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, increasing sales conversions by 10 to 30 percent and dramatically improving customer satisfaction. AnswerDash integrates with the most popular knowledge bases and ticketing systems, including those from Freshdesk, Salesforce.com and Zendesk to bring knowledge base content directly to the point of need. AnswerDash also integrates with leading live chat providers such as inContact, LiveChat, Olark, SnapEngage andZopim. Learn more at www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

AnswerDash Named Owler ‘HOT in 2016’ Winner in Seattle

Crowdsourced Competitive Intelligence Platform Honors 4,500 Winning Companies Out of 15 Million Profiles

SEATTLE– Dec. 16, 2016 -- AnswerDash,a leading provider of SaaS self-service support solutions, announced today it was named an Owler HOT in 2016 winner in Seattle. 

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Owler recognizes the top trending companies in cities aroun

d the world. They filtered through more than 15 million companies and picked 4,500 award winners across 600 cities worldwide. Recipients were chosen based on several different metrics, including number of followers on Owler, insights collected from our community, social media followers, and blog posts over the past year.

“We’ve sorted through database of millions of contribu

tions from our community and landed on the top trending companies from around the world,” said Jim Fowler, CEO at Owler. “Being Hot In 2016 is an accomplishment to be proud of.”

To see AnswerDash’s company profile on Owler, go to AnswerDash's Company Profile

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience to dramatically cut support costs, increase sales conversions and improve customer satisfaction. AnswerDash integrates with the most popular knowledge bases and ticketing systems from Salesforce.com, Zendesk and Freshdesk, bringing knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as Olark, Zopim, LiveChat, inContact, and SnapEngage.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com

About Owler

Owler is the crowdsourced competitive intelligence platform that business professionals use to outsmart their competition, gain competitive insights, and uncover the latest industry news and alerts. Owler is powered by an active community of 800K business professionals that contribute unique business insights such as competitors, private company revenue, and CEO ratings. From startups all the way to large enterprises (including 96% of the Fortune 500), CEOs, salespeople, marketers, product managers, and all types of business professionals use Owler daily. Launched in 2014, and funded by Norwest Venture Partners and Trinity Ventures, Owler is headquartered in San Mateo, CA with offices in Coimbatore, India.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

AnswerDash Delivers Predictive Self-Service Customer Support to Fixed-Wireless Leader Rise Broadband

SEATTLE, Dec. 13, 2016 /PRNewswire/ --AnswerDash, a leading provider of SaaS self-service support solutions, announces its agreement with Rise Broadband, the nation's largest fixed wireless internet and digital phone provider. Under the agreement, Rise uses AnswerDash's predictive Q&A engine on its website to deliver questions and answers in context, thereby improving the customer experience.

AnswerDash provides this support by overlaying a dynamic Q&A tab on each page on the Rise site. When clicked by visitors, the tab pops out and displays the most commonly asked questions which are relevant to that page.  By clicking on one of the common questions, a visitor receives an instant answer without having to leave the page to search a static FAQ or formulate a search query. The system leverages a company's existing knowledge base and determines the optimum questions to present using AnswerDash's predictive Q&A engine based on proprietary natural language processing (NLP) algorithms.

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AnswerDash Delivers Predictive Self-Service Customer Support to Fixed-Wireless Leader Rise Broadband

"We are excited to work with Rise Broadband," said Bill Colleran, CEO at AnswerDash. "Rise provides exceptional service and is continuing to lead the way in the fixed wireless industry by implementing the latest customer support technology."

Rise Broadband utilizes AnswerDash's simple, intuitive interface to efficiently handle commonly-asked questions. Visitors can also view other questions, search for different topics, submit a new question and provide feedback as to whether the answers were helpful. Rise continues to offer live chat and customer service agents when additional support is desired.

"Rise is dedicated to providing a positive experience for our website visitors by answering questions quickly, accurately and efficiently," said Kim Whitehead, Vice President of Marketing at Rise Broadband. "AnswerDash seamlessly delivers content to our customers, enabling us to effectively assist them 24 hours a day."

Because AnswerDash enables web site visitors to get predictive self-service help, organizations can improve their customer satisfaction while reducing customer support costs. Similarly, because AnswerDash provides assistance that is faster, more intuitive and simpler to access, visitors to AnswerDash-enabled web sites tend to achieve their objectives more often, resulting in higher conversions including downloads, registrations and purchases.

About AnswerDash

AnswerDash's predictive Q&A engine enables companies to empower their users with the right information in the right place at the right time, whether on websites, in mobile apps or via chatbots. With AnswerDash, businesses can transform their digital user experience to dramatically cut support costs, increase sales conversions and improve customer satisfaction. AnswerDash integrates with the most popular knowledge bases and ticketing systems from Salesforce.com, Zendesk and Freshdesk, bringing knowledge base content directly to the point of need. AnswerDash also integrates with live chat solutions from leading providers such as Olark, Zopim, LiveChat, inContact, and SnapEngage.  Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com

About Rise Broadband  

Rise Broadband is the nation's largest fixed wireless internet service provider; offering affordable high-speed broadband (internet and phone) services in 16 states. Established in 2005 as JAB Wireless, Inc., Rise serves nearly 200,000 residential/commercial accounts in rural and suburban areas throughout the Midwest, Rocky Mountain and Southwest regions. The company also offers DISH and Direct TV service as well as PC Care; a one-stop resource for residential tech assistance. Rise is headquartered in metro Denver and more information can be found at RiseBroadband.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

The Huffington Post Profiles AnswerDash Founder Jacob O. Wobbrock

Meet Jacob O. Wobbrock | An Entrepreneur Focused On Interactive Solutions That Improve The User And Customer Experience

SEATTLE, Dec. 6, 2016 -- This weeks founder profile features Jacob O. Wobbrock, Co-founder & Chief Experience Officer of AnswerDash

Jacob O. Wobbrock, Ph.D. is a technology professor and entrepreneur focused on interactive solutions that improve the user and customer experience. AnswerDash is a startup company he co-founded that came out of research at the University of Washington Information School.

From September 2012 - May 2015, he was the founding CEO of AnswerDash, a VC-backed SaaS company that enables online businesses to provide instant context-sensitive answers to their website visitors, reducing their customer support costs, increasing their sales, and giving them insights into their customers’ needs. 

1. Determination

Q: What are some challenges you faced when developing your venture?     

What aren’t challenges when commercializing university research? We had a prototype system built to explore the possibility of a new means of providing website self-service, and it was just that: a prototype. It ran fine but lacked the robustness, scalability, security, and refinement of a commercial product. The gap between research projects and commercial products is a big one, and that’s because the goals of research and the goals of commercialization are different. Research is seeking to explore a possible future by building early-stage prototypes and trying to figure out what’s important, what’s not, and where the interesting problems lie. Commercialization better already have answers to such early-stage questions or whatever’s being commercialized is not going to get very far. So we had a lot of product work to do. Our first customer pitches were based on videos of our research prototype. The key was, however, that customers, even seeing a rough prototype, could imagine the rest, and were so excited to have it that we knew we were onto something.

Q: Was there any point when you thought it was over? That you were going to fail? 

Nope! I’m an optimist, and I figured whatever challenges we faced we could overcome through smarts, grit, and rapid iteration. We had a strong team inspired by the technology and vision right from the start, and together I knew we could find our way through the forest when it became a little dark.

2. Flexibility

Q: As an entrepreneur how important has flexibility been in developing your venture?  

Startups of all kinds must be flexible, able to bend without breaking when conditions require it. Nobody has all the answers, including and perhaps especially the founders, and a team that can react quickly, stay hungry, and move together as a unit can outperform any “lone genius” convinced of his own correctness. A key to flexibility is to be able to admit your own mistakes and mistake-prone-tendencies, and to patch up your own shortcomings with the best skills from those around you. It prevents rigidity because you can’t be rigid if you’re aware you don’t have all the answers.

Q: Delegation? 

Nobody gets very far doing all the work alone. Professor-founders like myself often are used to being high-performing individual contributors in their research and teaching work, and so it can be hard to learn to delegate and trust others. I grew a lot in this capacity and I knew I had to. I’m sure I still have a long way to go.

3. Imagination

Q: What was was your spark, where did it come from?  

Research! Most people who have never seen behind the scenes in a top-tier research university probably aren’t aware of what really goes on there. But professors at such places, if they are worth their salt, are hard at work “making knowledge.” The stuff that’s in the textbooks that every undergraduate reads had to come from somewhere. It came from years, even decades, of careful research, which includes asking provocative questions and having the skills to pursue answers that can, ideally, generalize. In our case, the question was, “How can we make user interfaces more understandable and easier to use?” and the idea for embedding answers right into an interface emerged as a possible answer. From there, we saw that we could use a search-based approach, which made our solution new and flexible, and that Q&A was a good form for this information to take. It could grow over time, be rich with multimedia, and produce analytics of interest. More possibilities emerged. It was like we’d passed through a small cave entrance and wound up in a huge cavern of possibilities.

4. Rebelliousness  

Innovation of any kind requires a certain kind of rebelliousness, if rebelliousness can be taken to mean, “questioning the way we do things now and imagining better possible futures.” This might not be smoking in junior high beneath the bleachers but it is an innovator’s rebelliousness, to be sure.

5. Friendship

I co-founded AnswerDash with a colleague and fellow professor, Andy Ko, and with our Ph.D. advisee at the time, Parmit Chilana, now a professor in her own right. I consider them both to be my friends, and I think they would say the same. I also hired people into AnswerDash that were my friends in the early days. Friendship in this context is a double-edged sword. Some founders swear by it, others swear against it. The benefits are obvious, but so are the downsides, and both are real. AnswerDash had good luck with friendships in this way, but the more important friendships at AnswerDash have been those developed by AnswerDashers themselves, those who didn’t know each other beforehand but by pursuing the AnswerDash vision together, they became friends.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

AnswerDash Unveils Predictive Q&A Chatbot For Facebook Messenger

New ‘AnswerBot’ Enables Companies to Provide an Instant Self-service User Experience Without Losing Personal Touch

SEATTLE, Nov. 15, 2016 — AnswerDash, a Seattle SaaS company that enables online businesses to provide instant contextual answers to their website, mobile and app visitors has launched AnswerBot. With this release, AnswerDash expands upon their AI-powered Predictive Q&A Engine to bring instant answers and contextual support in real-time to Facebook Messenger users.Facebook Messenger is rapidly becoming one of the most important points of contact that customers use to interact with your company. Since the Facebook chatbot platform launched in April, more than 11,000 bots have been added to Messenger, Facebook vice president of messaging products David Marcus wrote in a Facebook post.  

Facebook Messenger opens a direct channel with your customers, but it usually requires a delayed chat exchange with a Customer Service Representative. AnswerBot allows customers to have a self-service solution for this channel - and access to the customer's entire knowledge base - while delivering answers instantly. With AnswerBot, users can easily glide from self-service to assisted service as needed.

“Self-service continues to evolve across all channels and chatbots are the next big form of communication. AnswerBot leverages our AI-powered Predictive Q&A Engine to augment the Facebook Messenger experience, providing customers with access to a complete knowledge base of instant answers.”  said Bill Colleran, CEO, AnswerDash. "Whether web, mobile, or interactive messaging such as Facebook Messenger, AnswerDash delivers a dynamic and consistent self-service experience across your brand's touchpoints."

For those already using AnswerDash on the web, AnswerBot has been a seamless addition to their customer experience toolset. A select number of AnswerDash clients have already begun using AnswerBot to enhance Facebook Messenger, reduce their customer support costs, increase their sales conversions, and gain insights into their customers' needs. Setup is easy allowing users to go live within hours.

“The number one priority for me is to ensure that we get our customers the answers they are looking for no matter where they are in the digital experience,” said Michael Luna, Operations and Customer Support Manager at PeoplePerHour. “AnswerDash’s chatbot makes our entire knowledge base accesible and searchable, allowing us to provide instant answers to our users within Facebook Messenger.”

About AnswerDash

AnswerDash’s Predictive Q&A Engine empowers companies to give their website and app users the right information in the right place at the right time. With AnswerDash, businesses can transform their digital user experience, while cutting support costs by 30 to 50 percent, improving sales conversions by 10 to 30 percent and increasing customer satisfaction. AnswerDash integrates with the most popular ticketing systems including Zendesk, Salesforce Desk, and Freshdesk to “contextualize” knowledge base content, bringing it directly to the point of need. AnswerDash also integrates with leading live chat providers such as Olark, Zopim, LiveChat and SnapEngage.  

Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

MOO and AnswerDash at Your Service

Collaboration Nets Globally Recognized ICMI Award for Best Use of Technology

London, UK and Seattle, May 12, 2016 – Much-loved digital print company MOO and self-service support solution-provider AnswerDash announced today that the International Customer Management Institute (ICMI) honored the companies with the Global Contact Center Award for Best Use of Technology, which ICMI presents to the contact center that most successfully leverages technology to improve the customer experience.

 

To improve the experience for its customers, MOO implemented AnswerDash’s Predictive Q&A solution, which simply and elegantly delivers a far improved customer journey. The integrated solution allows customers to find quick, relevant answers to commonly asked questions, without leaving their current webpage. The new solution has allowed customers to spend less time searching for help and made the purchase experience more enjoyable.

After an extensive search, both internally and externally, to identify the best solution for its customers, MOO selected AnswerDash for their excellent and easy-to-implement solution, as well as their outstanding support team. Results have been excellent with an improved experience for MOO’s customers and new cost efficiencies in the contact center.

“We’re honored to be recognized alongside AnswerDash as one of the leading companies in customer management,” said Dan Moross, Director of Customer Experience at MOO. “We pride ourselves in always putting customers first, and this is another example of all the hard work we do behind the scenes to ensure a great experience on our site and beyond.”

“We are excited to work with such a beloved brand as MOO”, said Bill Colleran, CEO at AnswerDash. “MOO provides an exceptional customer experience, and helping companies delight their customers is our passion.”

ICMI is the leading global provider of comprehensive resources for customer management professionals looking to improve customer experiences and increase efficiencies at every level of the contact center.

About MOO

MOO is a design, technology and manufacturing company. Launched in 2006, MOO aims to disrupt the trillion-dollar global print industry by combining the values of professional design with accessibility and reach of the web: making great design available to everyone, everywhere. MOO focuses on helping its customers create, share or promote their professional identity and has subsequently become one of the fastest growing print businesses in the world, with over a million businesses served in more than countries in the last 2 years. For more information visit www.moo.com.

About AnswerDash

AnswerDash’s Predictive Q&A Engine empowers companies to give their website and app users the right information in the right place at the right time. With AnswerDash, businesses cut support tickets by 30 to 50 percent while improving online customer satisfaction. Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report. Learn more at www.answerdash.com.

Media Contacts

Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

AnswerDash Appoints Don Davidge as Vice President of Sales and Marketing

Company Expands Executive Team to Drive Growth, Delivering Ground-Breaking Predictive Self-Service Customer Support for Enterprises

SEATTLE, March 30, 2016 /Marketwired/ -- Seattle-based AnswerDash, the world's leading provider of predictive Q&A customer support for websites and apps, today announced the appointment of Don Davidge as vice president of sales and marketing. In this role, Davidge will drive revenue and capitalize on AnswerDash's pioneering position in online contextual self-service support.



Davidge is uniquely suited to lead AnswerDash’s sales and marketing efforts, bringing over 25 years of experience as an entrepreneur, co-founder and brand builder in the technology industry. His arrival enables AnswerDash to accelerate growth in customer acquisition, revenue and customer success.

This addition to AnswerDash's executive team follows the May 2015 hiring of CEO William Colleran, former Impinj and Innovent Systems CEO.

“Top-flight sales and marketing execution is critical as we accelerate growth,” said Colleran. “Don’s experience, enthusiasm and insights boost these capabilities tremendously, and we’re fortunate to have him.”

Davidge co-founded Melodeo, an early, digital-streaming music service, where he led the company through dramatic growth contributing to the company’s acquisition by Hewlett Packard. Davidge was also a key executive at Tegic, developer of the T9 predictive text input system for mobile devices, which was acquired by AOL and has now shipped on over 10 billion devices. Both companies were backed by Voyager Capital.

“We're pleased to be working with Don again at AnswerDash after two successful exits with Tegic and Melodeo,” said Bill McAleer, managing director at Voyager Capital. “AnswerDash has a great offering, and Don has tremendous go-to-market experience for this stage in a company's development.”

Davidge also served as a corporate advisor to Swype and Voice Signal, both of which were acquired by Nuance. Most recently, he served at Hewlett Packard as head of business development for mobile enterprise web services—formerly HP Palm webOS, where he led business development activities for web and cloud services, including SaaS, PaaS and IaaS.

“As an experienced tech entrepreneur, I understand the large opportunity for predictive customer service and am impressed by the elegant solution AnswerDash offers,” said Davidge. “This company enjoys the support of a passionate team and enthusiastic, experienced investors, and I look forward to working alongside both to deliver a market-leading solution to our customers.”

About AnswerDash

AnswerDash’s Predictive Q&A Engine empowers companies to give their website and app users the right information in the right place at the right time. With AnswerDash, businesses cut support tickets by 30 to 50 percent while improving online customer satisfaction. Founded by experts in human-computer interaction at the University of Washington, AnswerDash was named a Cool Vendor in Gartner's 2015 CRM Customer Service Report and is backed by leading venture investors. Learn more at www.answerdash.com

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388  

AnswerDash Raises $2.9 Million to Enhance SaaS Offering, Expand Sales and Marketing Efforts

Funding Helps Scale Company That Dramatically Reduces Customer Support Costs for Enterprises

SEATTLE, Sept. 14, 2015 /Marketwired/ -- AnswerDash, the world's leading provider of website contextual help, today announced a seed investment of $2.9 million led by venture firm Voyager Capital. With this funding, the company will accelerate growth by expanding its sales and marketing teams and continuing to enhance its SaaS product offering. WRF Capital,Summit Capitalthe W Fund and Arnold Venture Group also participated in this financing round.

 

This funding comes shortly after AnswerDash's selectionas a 2015 Cool Vendor by Gartner, Inc., which recognized the company's SaaS solution as innovative, impactful and intriguing in the report entitled "CRM Customer Service and Support, 2015." AnswerDash also recently appointed Dr. William Colleran as CEO to accelerate growth, leveraging the company's pioneering position in online contextual self-service.

"AnswerDash has created a new category of self-service help that can deliver significant value to any company with a web or mobile presence by dramatically reducing customer support costs and increasing sales conversion rates," said Bill McAleer, partner at Voyager Capital. "We're very excited by AnswerDash's prospects because they have a unique and compelling value proposition, a first-mover advantage in a huge, untapped market and the powerful economics of a SaaS business model."

Dozens of companies have selected AnswerDash's powerful, contextual help solution to improve customer satisfaction, reduce support costs and increase conversion rates on their websites. The company's innovative offering enables enterprises to support their customers far more effectively than by using costly assisted-service channels, like live chat, phone and email.

"At AnswerDash, we're revolutionizing how businesses support their customers online," said Dr. Colleran. "Our website self-service product enables companies to cut customer support costs in half while increasing customer satisfaction. Savings like that are almost unheard of. This funding will greatly accelerate our growth, and we appreciate all of our investors for their support and vote of confidence in our company."

About AnswerDash
AnswerDash, the world's leading provider of contextual, self-service help for websites and web applications, offers businesses tools to improve their online customer experience. AnswerDash's SaaS offering provides instant, context-sensitive help on websites, reducing customer support costs, increasing sales and providing valuable insights into customers' needs. AnswerDash empowers web users on both desktop and mobile platforms with the right information, at the right time, in the right place. For more information, visit:www.answerdash.com.

About Voyager Capital
Voyager Capital is a leading West Coast information technology venture firm that provides entrepreneurs with the resources, experience and connections to build successful companies. Voyager invests in early stage digital media, software and digital marketing companies. Voyager Capital has over $420 million under management in four funds with offices in Seattle, Washington; Portland, Oregon; and Menlo Park, California. For more information, visit:www.voyagercapital.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

Gartner Names AnswerDash a "Cool Vendor" in CRM Customer Service and Support, 2015

AnswerDash Recognized for Being Innovative, Impactful and Intriguing

 SEATTLE, July 9, 2015 /Marketwired/ -- AnswerDash, the world's leading provider of self-service, contextual help technology for the web, today announced its selection as a "Cool Vendor." This prestigious designation by Gartner, Inc., a leading global independent information technology research and advisory company, appeared in its recently-issued report entitled "Cool Vendors in CRM Customer Service and Support, 2015."

According to Gartner, IT organizations "overinvest in analyzing and predicting their customers' engagement preferences and underinvest in asking customers directly what they want." AnswerDash's contextual self-service solution allows users to ask questions and find answers directly on any webpage, without resorting to a siloed FAQ, separate knowledge base or a call agent. The solution helps unveil users' questions early and often, allowing online businesses to answer questions and propel the user along the path to successfully using websites and web applications.

"We're delighted with Gartner's selection, which we believe reflects AnswerDash's ability to truly improve our customers' bottom lines," said William Colleran, CEO of AnswerDash. "By delivering instant, contextual answers after just one click, AnswerDash helps users resolve issues quickly and easily, enabling them to achieve their goals online."

AnswerDash's selection as a Gartner "Cool Vendor" follows February's announcement that AnswerDash's customers see dramatic reductions -- typically by about half -- in their customer support requests. In addition to reducing customer support requests and their associated costs, AnswerDash also increases sales conversion rates on transactional websites. For example, an A/B test showed an 11.5 percent increase in revenue per visitor on TireBuyer.com. Surprised by the strength of this result, TireBuyer re-ran the A/B test several months later, finding a 13 percent increase in revenue per visitor, confirming AnswerDash's ability to lift sales by giving online users instant contextual answers.

AnswerDash also dramatically cuts support costs. "We have already seen a 51 percent reduction in repetitive customer support tickets in just three weeks after launching AnswerDash," said Martin Sachs, VP of Operations at PipelineDeals, a SaaS application for maximizing sales productivity. "We have also seen our live chat customer tickets go from 150 per week to just 20 per week. Based on these results, it's evident that AnswerDash is a game changer in online customer support."

"Marketing and customer support have traditionally been worlds apart inside companies, but website users make no such distinctions," said Jake Wobbrock, co-founder and chief scientist of AnswerDash. "Web visitors and app users simply want to achieve their goals online, and if they can't do so easily, they'll go elsewhere. Instant, contextual answers both increase sales and reduce customer support costs for online businesses," said Wobbrock.

"Cool Vendors in CRM Customer Service and Support, 2015" was released April 9 by Gartner analysts Olive Huang, Jenny Sussin, Steve Blood, Brian Manusama, Jim Davies, Michael Maoz and Drew Kraus. The report is available here.

Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About AnswerDash
AnswerDash, the world's leading provider of contextual, self-service help for websites and web applications, offers businesses tools to improve their online customer experience. AnswerDash's SaaS offering provides instant, context-sensitive help on websites, reducing customer support costs, increasing sales and providing valuable insights into customers' needs. For web users on both desktop and mobile platforms, AnswerDash delivers answers exactly where needed, turning more visitors into satisfied customers. For more information, please visit: www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

AnswerDash Appoints William Colleran as New Chief Executive Officer

Former Impinj and Innovent CEO Will Drive Scale and Help AnswerDash Provide Breakthrough Online Contextual Help and Analytics to Enterprises

SEATTLE, June 3, 2015 /Marketwired/ -- AnswerDash, the world's leading provider of contextual help technology for the web, today announced the appointment of William Colleran, Ph.D. as its new chief executive officer, effective immediately. In his role at AnswerDash, Dr. Colleran will help fulfill the company's vision by driving revenue and capitalizing on AnswerDash's pioneering position in online contextual help for desktop and mobile websites.

This deepening of AnswerDash's executive team follows January's hiring of former vice president of product at Chef, Kevin Knoepp, as vice president of engineering, and February's announcement that AnswerDash's customers see 60% reductions in their support requests following adoption. Dr. Colleran's arrival enables AnswerDash to accelerate growth in all aspects of its business, including customer acquisition, revenue, infrastructure and scope of product.

Dr. Colleran brings over twenty years of experience in business leadership, marketing, finance and technology development to his role as CEO at AnswerDash. Most recently, he served for 14 years as CEO at Impinj, Inc., joining shortly after its founding and growing the company into the world's preeminent provider of ultra-high frequency RFID solutions. Prior to Impinj, Dr. Colleran was CEO at Innovent Systems, the leading provider of Bluetooth chips, which he sold to Broadcom Corporation in 2000 for $500 million.

"At AnswerDash, I see tremendous opportunity in helping businesses to dramatically improve their online customer engagement," said Colleran. "No other company has successfully delivered effective, online, self-service help with a cost-effective, scalable solution that is rich with analytics. I'm impressed with how much Jake, Andy and their team have accomplished so far, and I'm excited to work with them to make AnswerDash a huge success."

In his new role as chief scientist, co-founder and former CEO Jake Wobbrock, Ph.D. will drive product strategy and adoption of AnswerDash's service among new customers. Dr. Wobbrock co-founded AnswerDash with Dr. Andy Ko and Dr. Parmit Chilana out of research they conducted at the University of Washington Information School, where Dr. Wobbrock and Dr. Ko are tenured professors.

"Bill brings invaluable experience to the AnswerDash team," said Wobbrock. "He has a proven track record of dramatically growing companies and is well-positioned to help AnswerDash fulfill its mission of making interactive technologies more useful and usable. Bill's leadership will ensure we deliver the highest quality service to our customers and promote continued growth into new verticals. I'm excited to collaborate with Bill as we lead AnswerDash in its next phase of growth."

About AnswerDash

AnswerDash, the world's leading provider of contextual, self-service help for desktop and mobile websites, offers businesses tools to improve their online customer experience. AnswerDash's SaaS offering enables businesses to provide instant, context-sensitive help on their websites, reducing customer support costs, increasing sales and providing valuable insights into customers' needs. For web users on both desktop and mobile platforms, AnswerDash provides answers exactly where needed, turning more visitors into satisfied customers. For more information, please visit: www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

IRS.gov, Comcast.com and CenturyLink.com are 2014's Most Frustrating Websites, According to AnswerDash's Website Usability Survey

Findings Highlight Generational Differences in Online Preferences With 75% of Millennials Abandoning Unhelpful Websites Within Two Minutes

SAN FRANCISCO, Nov. 7, 2014 /UserConf 2014/ /Marketwired/ -- AnswerDash, the world's leading provider of contextual FAQ technology for websites and web applications, today announced the results of its inaugural website survey, revealing Comcast.com, IRS.gov and CenturyLink.com as this year's most frustrating websites for consumers. Conversely, Amazon.com, Facebook.com and Apple.com yielded the highest scores in terms of website usability among survey respondents. The survey was fielded nationally in order to reveal consumer website preferences, website abandonment trends and the online customer service tools users find most helpful.In addition to highlighting user experience trends across different websites, the survey also revealed generational differences in website abandonment. Among 18-24-year-olds, 75 percent will abandon a website within two minutes if they cannot find what they need. 57 percent of consumers who are 55-years or older abandon a website in two minutes or less, with 28 percent indicating that they would spend only 4 minutes trying to accomplish their task on a website before leaving.

While millennials are more likely to abandon a website quickly, there was a low tolerance for confusing websites across all demographics, with an average abandonment time of 90 seconds.

High-level survey findings include:

  • More than half of consumers (59 percent) selected Comcast.com as this year's most frustrating website.
  • While consumers indicated that The IRS's and CenturyLink's websites were also difficult to use, they both performed better than Comcast, at 37 percent and 35 percent disapproval, respectively.
  • Amazon, Facebook, and Apple have the most intuitive websites, according to consumers, with over 70 percent of consumers approving of Amazon's ease-of-use, compared to 49 percent approval of Facebook and 43 percent approval of Apple.com.
  • Consumers indicated that Microsoft's website is more difficult to use than Apple's, with 20 percent of consumers stating that Microsoft's website is confusing, compared with only 6 percent regarding Apple's website.
  • Across social media sites, Facebook was ranked as the easiest to use, with Meetup.com as the least intuitive.
  • Across government websites, the IRS's website was the most frustrating, with Healthcare.gov surprisingly ranked as the easiest to use, edging out the Department of Motor Vehicles' sites.
  • Among e-commerce sites, including Zappos, Amazon, and more, consumers found Target's website to be the most difficult to use, with 16 percent of consumers selecting Target as the most frustrating website.

Research Analysis

  • With only 6 percent of consumers staying on a website for 5 minutes or longer if they cannot accomplish a task or find what they need, website abandonment for Comcast, CenturyLink and Target may pose a threat to their revenue in 2015.
  • According to Forrester, online shopping revenue in the U.S. is expected to reach $278.9 billion in 2015, with an annual compound growth rate of 10 percent. With e-commerce slated for such substantial growth, companies looking to reduce website abandonment and improve the customer experience of their websites may wish to implement additional website customer service tools.
  • The survey also illuminated a number of key demographic differences with customer service tools, with consumers over 44-years-old nearly 20 percent more likely to call a company when they cannot find what they need versus younger age groups. Among 18-34-year-olds, only 9 percent of respondents indicated that the phone was a helpful customer service tool.
  • Across all demographics, the most helpful tools for website customer service according to respondents are Live Chat and Contextual FAQs, with over half of respondents (51 percent) preferring one or both of these customer service tools to improve online customer experience and reduce abandonment. This may indicate a greater need for these tools.

"As e-commerce grows, and particularly in the light of the upcoming holiday season, delivering an excellent online user experience is imperative to helping propel consumers along the path to purchase," said AnswerDash CEO Jake Wobbrock. "We conducted this survey to provide companies with actionable insights around website usability, and the results are telling. Companies face a huge opportunity to provide an intuitive online experience by including website support tools, such as Contextual FAQs, that reduce abandonment through improved user experience."

About AnswerDash

AnswerDash, the world's leading provider of contextual FAQs for websites and web apps, offers businesses tools to improve the customer experience of websites or web applications. AnswerDash enables companies to deliver instant contextual Q&A to their customers right where they need them, without switching pages, whether on desktop or mobile platforms. By providing quick contextual answers, AnswerDash increases sales, reduces support costs, and provides valuable insights to online businesses. For more information, please visit:www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388

AnswerDash Customer Analytics Provides Instant Insight into Web Users' Behaviors

Website and Web App Customer Self-Service Technology Enables Companies to Improve User Experience and Increase Online Conversions Using its Analytics Service

SEATTLE, April 23, 2015 /Marketwired/ -- AnswerDash, the world's leading provider of contextual point-and-click answer technology for websites and web apps, today announced the launch of powerful analytics features that provide instant insights into users' behaviors. AnswerDash analytics is the first tool of its kind to highlight customers' actual questions in context on a site or app, allowing businesses to leverage user data to improve user experience and optimize conversation rates.

Websites and apps can effectively use AnswerDash analytics to gain access into consumers' actual behaviors and drive user-centered improvements that are proven to reduce abandonment. By illuminating users' questions, where and when users seek help on websites and apps, and which customer service answers are most effective in driving conversions, AnswerDash analytics provides its customers with unprecedented real-time insights into user behaviors.

"AnswerDash analytics provide a full view of the user in context on the website, right where interactions happen," said Jake Wobbrock, co-founder and CEO of AnswerDash. "Instead of guessing why users abandon, AnswerDash empowers businesses with data around where and when users encounter roadblocks, allowing UX designers to double down where they are winning and make powerful design improvements where they are not. Understanding and responding to online user behavior is a huge competitive differentiator for multiple verticals from SaaS to e-commerce."

"We're excited about leveraging contextual analytics from a platform like AnswerDash to make meaningful improvements to our website in collaboration with our marketing department," said Megan Ritchie Saffitz, Director of Leed Support at the U.S. Green Building Council. "With a better understanding of the 'why' behind our users' behavior on our site, we get actionable data on how to improve our online experience without guessing. We use other analytics tools to learn what our users are doing; our contextual customer self-service platform, AnswerDash, tells us why."

AnswerDash Analytics Explore the "Why" Behind Users' Behavior

Key AnswerDash analytics include:

  • AnswerDash HotSpots™ - Provides an at-a-glance view of exactly where on web pages users have critical and popular questions so companies can spot trends and problem areas, respond to issues more quickly and proactively improve the user experience.
  • AnswerDash Answer Paths™ - Shows exact navigation patterns of users before and after viewing questions and answers, including where and when they make a purchase or leave a site. Companies can improve help content at points of abandonment to increase conversions.
  • Benefits Data - Evaluates the helpfulness of question and answer content through customer satisfaction ratings and highlights the value of AnswerDash self-service in terms of saved ticket resolution time and saved support costs.
  • Usage Data - Reveals which questions in AnswerDash have the highest views to learn what users are most confused about. Also shows how many people are using AnswerDash on a site and benefiting from instant self-service answers instead of using costly assisted-service channels like live chat, phone, and email support.

For more information on how AnswerDash works, including interactive demos and previews of analytics features, visit www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388 

AnswerDash Customers Experience an Average Savings of $20K/Year in Customer Support Costs

Website and Web App Self-Service Technology Increases Sales Conversion Rates up to 85% and Reduces Customer Support Ticket Volume by 60%

SEATTLE, Feb. 12, 2105 /Marketwired/ -- AnswerDash, the world's leading provider of contextual point-and-click answer technology for websites and web apps, today released key performance metrics from its early customers, revealing that AnswerDash provides an average cost savings of $20K a year for customer support and an average ROI of $17K per year. The company also revealed a mean conversion rate increase of 41.5 percent and a maximum of 85 percent. AnswerDash provides a first line of defense for handling customer questions to reduce the volume of incoming support inquiries requiring human assistance and allowing customers to get answers at their point-of-action where they are most likely to complete a purchase.

"We calculated AnswerDash's impact on support ticket reduction across our early customer base and examined the average support cost savings, revealing a substantial $20K average cost reduction across all verticals. AnswerDash provides the biggest impact for SaaS customers, with a $32K average cost reduction," said Jake Wobbrock, founder and CEO of AnswerDash. "By answering common and frequently asked questions, AnswerDash reduces support ticket volume by up to 60 percent, allowing businesses to grow without a huge support investment."

Online Self-Service Increases Sales Conversions

According to a separate analysis across eight customers including TireBuyerRedAwning,Apptentive and PetHub, companies that implemented AnswerDash witnessed double-digit increases in sales conversion rates, averaging around 30 percent increases. In particular, PetHub experienced a 24.9 percent increase in sales conversion rate and also a 67 percent reduction in customer support tickets. RedAwning saw a 30.8 percent conversion rate increase, while Apptentive witnessed a massive 53.5 percent increase. After implementing AnswerDash, TireBuyer saw a 13 percent increase in revenue per visitor by deploying AnswerDash in the checkout process. The eight companies who employed the AnswerDash software collected the conversion uplift figures by using A/B testing over a four to eight week time period. The only difference between the A and B variations was whether AnswerDash was visible to web visitors, not whether visitors interacted with the tool. Therefore, the results represent those from a true experiment.

"AnswerDash provides us with a simple-to-use solution to help visitors quickly find the information they need on our website," said Tim Choate, CEO of RedAwning. "AnswerDash proved its worth quickly, too. Using its A/B testing tool, we saw a significant increase in conversion rates. For RedAwning, this means our vacation rental bookings increased by more than 30 percent."

For more information on how AnswerDash works, including interactive demos for SaaS apps and e-commerce stores, visit www.answerdash.com.

About AnswerDash
AnswerDash, the world's leading provider of point-and-click contextual question-and-answer technology, offers businesses tools to improve the online customer experience of websites and web applications. AnswerDash enables companies to deliver instant contextual answers to their customers right where they need them, without typing or switching pages, whether on desktop or mobile platforms. By providing instant self-service answers, AnswerDash increases sales, reduces support costs, and provides valuable customer and product insights for online businesses.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388    

AnswerDash Announces New Hire Kevin Knoepp as Vice President of Engineering

Former VP of Product at Chef Joins AnswerDash to Grow Its Engineering Team and Scale AnswerDash's Contextual Answer Technology for Websites and Apps

SEATTLE, Jan. 22, 2015 /Marketwired/ -- AnswerDash, the world's leading provider of contextual answer technology for websites, today announced Kevin Knoepp as its new vice president of engineering, effective immediately. In his role at AnswerDash, Knoepp will bring his extensive experience to grow the AnswerDash engineering team, scale its contextual answer technology and assist in sales to enterprise clients by developing elegant custom integrations."Kevin is an incredibly talented engineer, with immense experience in core business functions from product development to sales and operations," said AnswerDash's CEO Jake Wobbrock. "He has the invaluable ability to understand both the technical side of a product as well as its overall sales strategy. Kevin is uniquely positioned to help scale AnswerDash's product while leveraging existing partnerships, including our recent integrations with Zendesk and Desk.com. Having an accomplished business leader and engineer on our team serves as further validation of our technology as we continue to deliver value to our customers."

Knoepp brings more than twenty years of experience in engineering, product development, and scaling internet-based systems to his role at AnswerDash. Knoepp comes to AnswerDash from Chef, where he served as vice president of product and managed the client and cloud engineering teams. At Chef, he helped ship products to clients like Facebook and Yahoo as well as scale Chef across cloud partners including Microsoft, Google, Amazon and OpenStack. Prior to Chef, Knoepp served as the CTO of InstantService where he led engineering and product development of the world's highest volume chat and email system, serving customers like REI, Nordstrom, Intuit, Sony, United Airlines and T-Mobile. Knoepp was instrumental in InstantService's successful acquisition by ATG, itself acquired by Oracle.

"I saw a lot of parallels between my experience building InstantService and the challenges that AnswerDash faces today. It's a very similar set of technical and market issues. I am excited to join the AnswerDash team and shake up the online customer service market," said Knoepp.

About AnswerDash
AnswerDash, the world's leading provider of point-and-click contextual Q&A for websites and web applications, offers businesses tools to improve their online customer experience. AnswerDash enables companies to deliver point-and-click contextual Q&A to their customers right where they need it, without typing or switching pages, whether on desktop or mobile platforms. By providing instant self-service answers, AnswerDash increases sales, reduces support costs, and provides valuable customer and product insights to online businesses. For more information, please visit: www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388  

AnswerDash Zendesk Integration Transforms Help Center into Contextual Self-Service Platform

Leading Web Contextual Q&A Solution Now Automatically Syncs With Zendesk Help Center to Reveal Answers on Websites Right Where Users Need Them

SEATTLE, Dec. 18, 2014 /Marketwired/ -- AnswerDash the world's leading provider of contextual answer technology for websites, today announced a significant technology integration with Zendesk Help Center to further customer self-service initiatives for Zendesk clients. The integration makes it easy for websites to display help content from Zendesk Help Center as contextual Q&A that appear on relevant objects on a web page. The effect is that website users have access to Help Center content wherever they have questions, with just a click of the mouse and without typing search queries. Links from revealed content connect users back to Help Center, making it easy to directly access full Help Center articles.AnswerDash also makes it easy to transform Zendesk tickets into new AnswerDash contextual Q&A via a new app that plugs into Zendesk's popular customer service platform. Customer service agents can respond directly to support tickets and now also convert those tickets into self-service Q&A to head off similar support requests in the future.

"For most online businesses, 80 percent of support ticket volume is due to just 20 percent of the most frequently-asked questions, leading to customer service agent fatigue and inability for support teams to cost-effectively scale," said Jake Wobbrock, CEO and co-founder of AnswerDash. "Our integration with Zendesk helps transform traditional assisted customer service into highly-efficient customer self-service, reducing the number of help tickets and enabling support teams to scale."

AnswerDash's self-service technologies allow users to get answers to their commonly asked questions in the context of existing webpages, without having to visit separate knowledge bases. When users have a question about something they see on a website, they can simply click on that object and AnswerDash performs an "object search" to bring forth relevant Q&A, including Zendesk Help Center articles. Making knowledge accessible at the user's point-of-action prevents users from abandoning websites when they can't find the answers they need.

Key features of AnswerDash's integration with Zendesk include:

  • Bring Zendesk Help Center Articles to Users' Point-of-Action--Customer service teams now can sync their Zendesk Help Center articles into AnswerDash's point-and-click contextual answer service, providing users with instant access to Help Center content on relevant objects on websites. Syncing occurs every ten minutes to ensure that AnswerDash surfaces the most up-to-date Help Center content.
     
  • Answer Commonly Asked Questions Once--The AnswerDash app that plugs into Zendesk allows customer service teams to turn frequently-asked Zendesk tickets into AnswerDash contextual Q&A for all future visitors to see. By enabling common questions to appear in the interface as contextual Q&A, those questions see a 60% reduction in turning into support tickets. By empowering customers to self-serve, redundant questions are deflected and support agents are freed to focus on valuable high-touch customers with more personalized needs.
     
  • Deliver New AnswerDash Questions as Zendesk Tickets--New questions asked via AnswerDash are delivered as Zendesk tickets. As each ticket turns into AnswerDash self-service Q&A, ticket volumes decline for the most common questions on a site.

For more information about how to integrate AnswerDash with Zendesk, please visit: https://www.zendesk.com/apps/answerdash/.

About AnswerDash
AnswerDash, the world's leading provider of point-and-click contextual Q&A for websites and web applications, offers businesses tools to improve their online customer experience. AnswerDash enables companies to deliver point-and-click contextual Q&A to their customers right where they need it, without typing or switching pages, whether on desktop or mobile platforms. By providing instant self-service answers, AnswerDash increases sales, reduces support costs, and provides valuable customer and product insights to online businesses. For more information, please visit: www.answerdash.com.

Media Contact:    
Don Davidge
VP Sales & Marketing, AnswerDash
don@answerdash.com
+1-206- 369-6388