Greenwich, CT, Feb. 02, '01—TroubleTree Software, a new type of customer service solutions firm, today announced the highly favorable results of a test by Cardinal Consulting of its flagship product, TroubleTree. Residing on a client's website, the product provides an interactive solution designed to quickly and efficiently answer common customer queries.
Cardinal Consulting, an independent, expert usability analyst, gave TroubleTree excellent rankings for its flexibility, efficiency of use, consistency and standards and found all aspects of the program to be at or above par.
Other areas of analysis included visibility of system status; match between system and the user's world; user control and freedom; error prevention; recognition rather than recall; aesthetic and minimalist design; and helping users recognize, diagnose and recover from errors.
The report noted, "There is a good balance between providing user independence (the purpose of the tool) and preventing user frustration when the trouble-shooting becomes complex...TroubleTree appears to have allowed the user the power to choose a path and to answer questions as quickly and succinctly as possible."
It concluded, "[TroubleTree's] use of consumer-oriented language, an easy-to-use question/answer format, and clear problem resolution information all reflect a significant customer focus and thoughtful design."
By targeting the 80 percent of questions asked again and again, TroubleTree avoids the clutter of obscure responses in high-end troubleshooting systems that try to give a 100 percent solution. These high-end solutions may require users to search through dozens of responses before locating their specific problem.
On the low-end, TroubleTree is far superior to FAQs (Frequently Asked Questions) as it allows the customer to describe the problem step by step in an interactive manner. With TroubleTree, the customer selects the relevant topics, locates a description of the difficulty and then responds to a series of diagnostic questions.
TroubleTree may be used for a variety of industries such as consumer electronics, appliance manufacturing and others.
Dan Winston, President of TroubleTree, said, "We are honored to have our product praised by an independent industry analyst. We look forward to spreading the word about its unparalleled features and advantages over traditional knowledge-base solutions."
TroubleTree Software is a subsidiary of CCT Group, a service solution provider for contact centers, specializing in customer service, troubleshooting and web development. Clients include American Standard, Bell Atlantic, Citigroup, GE Capital, General Electric, IBM, KPMG, Merck, MetLife, Prudential, Salomon Smith Barney and Standard & Poors.
For more information, call Dan Winston at 866-836-TREE or send email to dwinston@troubletree.com, visit www.troubletree.com or write TroubleTree Software, 1 East Putnam Ave. (U.S. Highway 1)/LL, Greenwich, CT 06830.
About Cardinal Consulting
Cardinal Consulting of St. Paul, Minnesota provides technical advice through expert usability analysis, formal usability testing, business requirements development and user interface design for web sites and web applications.
Specializing in identifying end-user needs and analyzing product ease-of-use, Cardinal Consulting works with their clients to successfully achieve customer satisfaction, decrease product complexity and increase profits.
It partners with companies in health care, financial services, manufacturing, communications and electronic education. Recent clients include Agilent Technologies, Dain Rauscher, Delta Dental and Intel Corporation.
For more information, email info@cardinalconsulting.net, visit www.cardinalconsulting.net or call 651-256-4799.
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Patents pending. "TroubleTree" is a Service Mark of CCT Group, Inc.