Customer Service & Support
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How Customers Want to Get Their Products Fixed and Problems Resolved
Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns
by Ronni MarshakWhen something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern. -
How Customers Want to Buy More of Your Products
Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns
by Ronni MarshakWhat happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern! -
10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals
Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients
by Patricia SeyboldCustomers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? -
Salesforce Service Cloud Summer 17
Enterprise-Class Case & Knowledge Management, Collaboration, Communities, Search, & Social Customer Service
by Mitchell KramerSalesforce Service Cloud is a product in transition. By June, 2018, some of the newer features will be better integrated. This review of the current version of Service Cloud provides an accurate picture of the strengths and weaknesses of the current offering. Many Service Cloud features already use the new Lighning user interface. But other features, including apps for many mobile devices, are still awaiting Lightning support. -
Microsoft: Competitive in Customer Service
Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service
by Mitchell KramerHere'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. Microsoft does not yet offer a competitive SMB offering for customer service. -
Microsoft Dynamics 365 for Customer Service
Broad Cross-Channel Customer Service Capabilities
by Mitchell KramerMicrosoft 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 businesses. Read our evaluation in this report. -
Next IT Alme, Version 2.2
Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions
by Mitchell KramerWe evaluate Alme--a virtual assistant that supports single question-single answer interactions and complex, directed, goal-based dialogs in nearly any language. Alme delivers answers, resolutions, and actions. -
Un-Empowered Employee Limits a CX "Save"
Microtel Tries its Best, but can't Completely Remedy a Bad Situation
by Ronni MarshakA loyal hotel patron expects front line customer service rep to be able to reimburse for minor losses. How much leeway should a front line service rep be given? -
IBM Watson Engagement Advisor Update
Virtual Assistants that Use Cognitive Technology to Think and Learn
by Mitchell KramerHow does IBM Watson Engagement Advisor stack up in providing virtual assisted-service across customer service channels? Its virtual assistants can answer many types of customers’ questions and, through usage, can learn to answer more of them. -
Angie’s List Doesn’t Arm Its Front-Line Troops
Don’t Ask for Customer Feedback if You Don’t Know What’s Going On
by Ronni MarshakA recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on! -
Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
by Mitchell KramerHere’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering. -
When Comcast Insults Customers
Who’s to Blame?
by Ronni MarshakWhen customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around! -
Salesforce Service Cloud
Capabilities for Self-Service, Assisted-Service, and Social Customer Service
by Mitchell KramerSalesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation. -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell KramerUse this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application. -
Secure for “Your Own Good!”
Cumbersome Security Measures Create Difficult Customer Experiences
by Ronni MarshakBank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report. -
Ten Steps that May Save (or Improve) Your Life
Prepare Now to Engage as a Patient and/or Advocate for Someone You Love
by Patricia SeyboldLet Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health. -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell KramerThrough its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn. -
We’ll Get Back to You
Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You
by Ronni MarshakWe all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes. -
Do You See What I See?
Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw
by Ronni MarshakWhen customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
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