SOURCE: Helpstream

Helpstream

August 04, 2009 08:00 ET

Eloqua Chooses Helpstream for Its Customer Central Community Portal

Helpstream Powers Customer Service Community for Marketing Automation Pioneer

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.

Contact Information

  • Media Contact
    Jesse Odell
    LaunchSquad
    415.625.8555
    hstream(at)launchsquad(dot)com