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.
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.
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.
VP Sales & Marketing, AnswerDash