![]() ![]() Now, with our ezSupport and ezSupport Pro products, they provide better support while eliminating the vast majority of their workload with features like auto-answer email and automatic ticket tracking to resolution. In other words, most of our customers attempted to keep up with customer inquiries using manual efforts and inefficient tools before they learned about our products. SY: The "competitors" we usually see are Post-It Notes, manual emails, and spreadsheets. Our subscriber base of accounts and seats will grow rapidly in 2005 as we ramp our marketing and Partner programs.īK: Is there much competition in the hosted support space, and why do your customers decide to use your hosted services instead of purchasing a customer support/CRM software suite? These 60 companies license approximately 150 seats in total. SY: We began some small-scale marketing initiatives in late 2004, and we already have over 60 companies using our products. The current versions of our ezSupport and ezSupport Pro products have been available since mid 2004. Our customers can actually have our product up and running-supporting their customer base-in less than an hour. Because we are an online service, there is no software to install or maintain-it's all delivered via the Internet. And our pricing of $49 / month per support rep is attractive and affordable for them. These businesses want an easy-to-use product like ours that can be up and running in minutes. Our customers tell us that "enterprise software" products are too costly and too complex for their needs. SY: Most of our customers are small and mid sized companies, or branch offices of larger companies that use the Internet for some/all of their customer support. The support reps that were a large "cost center" for the company are now doing telesales and have become a "revenue and profit center."īK: What kinds of customers are using your product, and how long has it been available? Now, with our ezSupport Pro product, they have only one person spending half her day handling a small number of emails and calls. As an example, one of our Internet retail customers used to have several people handling hundreds of customer emails and calls daily. In addition, because customer communications are handled by our products rather than standard email, support reps have zero spam to contend with!Ĭompanies using Hosted Support products see a huge improvement in their business. And for the few emails/calls that do go to a support rep, our products provide a knowledgebase for quickly finding answers and tools for quickly responding to emails. Our products greatly reduce the number of emails/calls that have to go to a support rep. In addition, our system automatically tracks the status of all customer tickets/cases to their resolution. Some of our features include automatically answering customer questions via email and automatically updating website FAQs. ![]() Our ezSupport and ezSupport Pro products offer businesses a complete solution for automating their customer support. Hosted Support provides the software-delivered as an online service-but not the customer support reps. All of our marketing materials reflect the name change, and we now drive online visitors to We provide businesses with an easy-to-use, hosted, online service that eliminates most of the email and call workload for customer support reps, while providing customers with better support. SY: We just renamed the company Hosted Support, Inc., which does a much better job of describing our product offering than our old name (Qualte). HostedSupport just received an initial round of funding.īK: What is doing nowadays, and what does your product offering look like? I recently caught up with Steve Yeich, CEO of, a provider of online customer support software based in Los Angeles. Interview with Steve Yeich, CEO of HostedSupport ![]()
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