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Analysis of Adobe’s Integration of IslandData’s Automated E-mail

Written By: P. Hayes
Published On: April 5 2000

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Event Summary

CARLSBAD, Calif.--(BUSINESS WIRE)--IslandData, a leading provider of automated response technology for the online customer service market, announced that it has signed Adobe Systems Inc. (Nasdaq: ADBE - news), the fourth largest desktop software company in the world, as a customer of IslandData's ExpressResponse, a commercial service that automates the process of quickly reading and responding to end user e-mail and web support requests.

Market Impact

Adobe is a well-known software manufacturer who produces common desktop utilities and applications such as Adobe Acrobat, Adobe Illustrator, Page Maker Plus and Adobe PhotoShop. Adobe's support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response system to decrease escalating support costs. To alleviate the burden of manual responses to end users needs and concerns, Adobe has selected IslandData's e-mail automated response system.

IslandData's response system has met Adobe's needs through automated response systems, which takes less than 10 seconds to address a user's inquiry in addition to a dramatic decrease in cost. However, if a question requires support beyond the automated response system it is forwarded directly to the web support personnel. The system has reduced the web support team's manual responses by over 50% and has improved advanced support turn around time to less than 24 hours, where in the past it would take up to 14 days.

Cisco introduced a similar e-mail consumer management system called the Cisco eMail Manager. The Cisco product has a leg up on IslandData due to name recognition and corporate viability. However, Cisco's product is not inexpensive at $1500 (USD) per seat, which should give IslandData some breathing space to grow.

The e-mail response market is growing rapidly to accommodate the response needs of both online shoppers and individuals seeking a quick resolution to their question. The following chart indicates the growth of e-mail impacting the Internet on a yearly basis. The net result is that demand for automated client-communication technology is strong and growing. (Chart Source: IDC)

User Recommendations

Chances are that Adobe has an automated response to meet your specific need and question, if so you should receive an automated response in under a minute (depending on the speed of your mail system and Internet connection). If your question is of a more complex nature a "real person" will respond to your needs within 24 hours.

The implementation of IslandData's response system is a win-win situation for both Adobe and end users. For Adobe, there is a dramatic decrease in support operating costs coupled with a more satisfied user base, resulting in what Adobe hopes will be increased sales. For the end user, support for your installed Adobe products has become faster and easier. If you have not taken advantage of Adobe's web based support system, give it a look, we believe you will be pleasantly surprised.

IslandData's automated response technology is applicable not only to vendor support web sites, but also to large on-line retailers. Organizations such as Amazon and Egghead.com interact with thousands of users a day, and the key to customer retention is attention via communication. A vendor's or retailer's client base can easily go elsewhere on the Internet to conduct their transactions, making an investment in automated communication technology an imperative.

 
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