Featured Forum Posts View All
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Amazon+Whole Foods: Customer Win or Disaster?
My initial reaction to Amazon's planned acquisition of Whole Foods grocery store chain was "of course." Amazon wants to be a player in our everyday lives. What better way to cement our ...
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L.L. Bean: Maintaining Trust in Turbulent Times
Consumer trust in government institutions is at an all time low in the U.S.. Consumer concern over the economy and the environment remain heightened. As major cultural, political, and economic transitions are ...
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Trump's Tweets: Cyber-Bullying or Citizen-Direct Dialogue?
President-Elect Donald Trump's Tweets were interesting during his candidacy, but now that he is President-Elect, they have taken on new meaning. Now Trump is setting national policy with his tweets and nobody ...
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Microsoft Now has a SERIOUS Customer Service Offering
In our more than 10 years of customer service research, publishing, and consulting, we’d never before published a report about a Microsoft offering. It’s not because Microsoft hasn’t had a customer service ...
Latest Articles View All
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Virtual Assistant Update
Technologies, Products, Suppliers, Customers, Markets
What's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed via smartphone, ...
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Microsoft: Competitive in Customer Service
Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service
Here's an overview of Microsoft's latest customer service offering: Dynamics 365 Customer Service. It can be deployed in-house or in the cloud. It is only appropriate for enterprise accounts and large non-profits. ...
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Microsoft Dynamics 365 for Customer Service
Broad Cross-Channel Customer Service Capabilities
Microsoft Dynamics 365 for Customer Service packages case management, knowledge management, communities/forums, and social customer service capabilities on assisted-service, self-service, and social customer service channels for large and enterprise-class ...
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Desk.com from Salesforce.com
Customer Service for Small to Midsize Organizations
Desk.com is Salesforce.com's cloud-based customer service offering for very small to medium-sized businesses. Its strengths include case management and reporting capabilities, as well as channel and mobile device support. Desk.com’s knowledge model ...
