Novartis Pharmaceuticals has selected Jeeves Solutions, a division of AskJeeves, Inc., in an effort to help improve customer usability and service across all 22 of its U.S. product and disease Web sites. Novartis will use JeevesOne, Jeeves Solutions‚ natural language search solution to improve Web site usability and gain insight into the wants and needs of its customers. Novartis Web sites allow customers to ask product-specific questions and receive answers in a useful way. This permits Novartis to customize information that addresses a user's needs, while working within federal regulatory restrictions. Novartis will use JeevesOne to respond to its Web site visitors' questions including general queries about the company and more specific questions about its healthcare products and disease categories. Novartis will also use JeevesOne to shift customers, when appropriate, to its Customer Interaction Center where live operators are available to handle email and phone inquiries. Novartis uses Jeeves Analytics, Jeeves Solutions' customer intelligence tool, to capture and analyze customers‚ questions. Novartis will use this information to measure customer satisfaction and develop corresponding business and marketing strategies for its Web channel.
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