Helpstream introduced its software, also called Helpstream, at the Demo 08 conference in January. It's essentially an online customer support platform with functionality that goes beyond basic problem solving and FAQs. A community collaboration module, for example, lets people subscribe to a topic category, then get notified when a question on that topic gets posted. Customers with expertise in a given area can weigh in with their own answers, and questioners can designate what they judge to be the best answers to their questions. Such user-generated answers can be reviewed by a company's in-house experts and then get routed to a knowledge base.
There also are knowledge management and case management modules. Helpstream uses the software as a service model, and a standard version of Helpstream is available at no cost. The company makes its money by charging for support and service options, such as ad removal and enhanced security.
I recently talked to Helpstream executive VP Richard Nieset about the company's attempt to improve what for many customers can be a frustrating experience, the old self-service runaround. You can see the interview below.