SOURCE: Helpstream

Helpstream

June 09, 2009 08:00 ET

Helpstream Introduces Spring Release 2009 With New Community Networking Functionality and First True Enterprise Application Mashup

New ActivityStream and CRM Mashup Help Companies Stop Wasting Customers

MOUNTAIN VIEW, CA--(Marketwire - June 9, 2009) - Helpstream, the leading provider of customer service communities, today announced the spring release of its social customer service solution. The new release includes ActivityStream, a Twitter-like feature that allows users to subscribe to and follow their favorite experts in the community, and the first true enterprise application mashup that seamlessly embeds Helpstream communities with Salesforce.com and Oracle CRM solutions.

Helpstream's new release enhances the social customer service experience by enabling customers within the community to easily engage based on interest, expertise and activity. With ActivityStream, users can subscribe to other users and follow their stream of activity, much like a Facebook news feed or Twitter account, to see what the other person has worked on in the community and their areas of expertise. ActivityStream makes it easy for customers to find answers to questions by quickly locating and tracking others that have common experiences and interests.

Helpstream's new release also features the industry's first true enterprise application mashup. Unlike traditional mashup solutions that merely pipe in eBooks or Google Maps, Helpstream seamlessly embeds customer service community functionality into existing CRM solutions. Customers interact with the Helpstream community portal, while agents are able to engage directly with those customers using Salesforce.com or Oracle CRM On Demand. Integrated reporting features ensure all customer service activity in the community can be tracked using existing CRM reports.

"True social business applications should enable communication from different people in different places with the same interests. ActivityStream allows our customers to connect and collaborate in ways we never thought possible," said Phil Fernandez, founder and CEO of Marketo, a marketing automation software company. "Users get valuable insight from other users that are interested and knowledgeable in the same areas they care about. People are building relationships with each other and with our organization, and this is true value with immeasurable ROI."

"In the past, social software has been about connecting people with topics," said Bob Warfield, executive vice president of products at Helpstream. "But social business is about connecting people with expertise. ActivityStream focuses on the true social component of connecting people in a community in a very effective way. Our new enterprise application mashup enables service agents to stay connected to customers in the community using the CRM environment they use day-in and day-out."

About Helpstream

Helpstream's fully integrated customer service communities help 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 CRM systems. More than 190 customers and 400,000 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 twitter.com/helpstream.

Contact Information

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