Customer Service, CRM, Customer Portals
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IntelliResponse 5.6
Delivering One Answer to Each Customer Question
by Mitchell KramerIntelliResponse is the customer service offering of IntelliResponse Systems Inc. IntelliResponse is a customer service offering that complements site search and Internet search. It delivers answers to customers’ questions, not lists of documents. -
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update 4Q2007
Customer Growth and Big Deals Make for an Excellent 4Q2007
by Mitchell KramerAll of the customer service suppliers that we cover—ATG, eGain, InQuira, InStranet, KANA, KNOVA, and RightNow—had good fourth quarters Customer growth was the driver in 4Q2007 as it had also been in 3Q2007. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Customer Portal Survey
Key Insights into Adoption, Functionality, Governance, and Technology
by Mitchell KramerWe surveyed our community of readers, subscribers, and consulting clients to understand the adoption, functionality, governance and organization, and technology selection, usage, and management of their customer portals. -
A Social Networking Primer
Understanding the Basics: Connecting, Sharing, Finding, and Tagging
by Matthew LeesThis report covers the basics of online social networking, presenting background and context, and describing some of the most popular and successful social networking sites. -
Customer Portals Evaluation Framework, Version 2
How to Select the Best Portal Technology Platform for Your Customers
by Mitchell KramerIn this report, we describe version 2 of our framework for evaluating portal platforms for customer portals and explain how and why we’ve refined it. -
Customer Portals Research Findings
Refining Our Evaluation Framework
by Mitchell KramerTo match customer requirements, reflect product capabilities, and improve product comparisons, we have refined the evaluation criteria of our framework for customer portals. The refinements are presented in this report. -
Customer Service Tool Kit
Developing Your Cross-Channel, Cross-Lifecycle Customer Service & Self-Service and Support Search Initiatives
by Patricia SeyboldPSG Tool Kits help you identify requirements and make the right decisions. -
Survey: How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
by Susan AldrichIn March through May of this year, we surveyed 194 business and technology managers to identify the business and technology drivers behind customer service. -
Knova Self-Service V.6: Self-Service and Support Search Solution
Advanced Linguistics, Auto Classification, and Ontology
by Susan AldrichKnova Self-Service V.6, a solution for resolution management on customer support Web sites, incorporates a search engine that stacks up well against our self-service and support search solution evaluation framework. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences. -
PSGroup Bulls-Eye: Self-Service and Support Search
Which Providers Offer the Best Controls for Managing the Search Experience? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
by Susan AldrichThis Bulls-Eye is our ranking of the search management and tuning capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus. -
ServiceWare Enterprise 5.7
Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search
by Mitchell KramerServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S -
PSGroup Bull's-Eye: Self-Service and Support Search Solutions: Best Retrieval and Results Management
Which Providers Offer the Best Retrieval and Results Management? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
by Susan AldrichThis Bull’s-Eye is our ranking of the retrieval and results management capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus. -
E.piphany Advisor
Products That Can Improve Your Customer Experience
by Mitchell KramerEpiphany Advisor is a suite of three products, specialized implementations of those products for retail financial services and communications companies, and tightly packaged integrations of the products with PeopleSoft and Siebel CRM applications. You ca -
Kanisa Application Suite 6.1
Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems
by Mitchell KramerThe Kanisa Application Suite can help you support activities within the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. This report evaluates the Kanisa Application Suite against our evaluation frame -
Self-Service and Support Search Solution Comparison Matrix
EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus Compared to Our Evaluation Framework
by Susan AldrichThis report presents a side-by-side comparison of seven solutions against 23 criteria identified by our Self-Service and Support Search Solution Evaluation Framework. -
Primus Enterprise Search V.4 Self-Service and Support Search Solution
Classification and Context
by Susan AldrichPrimus Enterprise Search stacks up very well against our self-service and support search solution evaluation framework. -
Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
by Mitchell KramerThis report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite ad
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