Featured Forum Posts View All
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Does US Govt. have the Right to Our Data on Foreign Servers?
Here's an interesting and timely article in Ars Technica posted by David Kravets about the battle between Microsoft and the US government over customers' emails and whether or not the US government ...
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Saving Customers Time by Providing the Right Answer thru AI
We recently published “Virtual Assistant Update.” It’s a broad and not too deep update on virtual assistant technologies, products, suppliers, and markets from the perspective of the five leading ...
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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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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 ...
