Customer Service & Support

  • Microsoft: Competitive in Customer Service

    Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service

    by
    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. Microsoft does not yet offer a competitive SMB offering for customer service.
    Dec. 5, 2016
    All Members
    click to read more
  • Microsoft Dynamics 365 for Customer Service

    Broad Cross-Channel Customer Service Capabilities

    by
    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 businesses. Read our evaluation in this report.
    Nov. 30, 2016
    All Members
    click to read more
  • Next IT Alme, Version 2.2

    Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions

    by
    We 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.
    Jun. 24, 2015
    All Members
    click to read more
  • Un-Empowered Employee Limits a CX "Save"

    Microtel Tries its Best, but can't Completely Remedy a Bad Situation

    by
    A 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?
    Jun. 3, 2015
    All Members
    click to read more
  • IBM Watson Engagement Advisor Update

    Virtual Assistants that Use Cognitive Technology to Think and Learn

    by
    How 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.
    May. 22, 2015
    All Members
    click to read more
  • 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
    A recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on!
    Apr. 16, 2015
    All Members
    click to read more
  • Oracle Service Cloud Virtual Assistant

    A Good Solution for Oracle Service Cloud Subscribers

    by
    Here’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.
    Feb. 20, 2015
    All Members
    click to read more
  • When Comcast Insults Customers

    Who’s to Blame?

    by
    When 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!
    Feb. 5, 2015
    All Members
    click to read more
  • Salesforce Service Cloud

    Capabilities for Self-Service, Assisted-Service, and Social Customer Service

    by
    Salesforce 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.
    Dec. 19, 2014
    All Members
    click to read more
  • 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
    What 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!
    Nov. 6, 2014
    All Members
    click to read more
  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

    by
    Use 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.
    Oct. 15, 2014
    All Members
    click to read more
  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

    by
    Bank 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.
    Oct. 1, 2014
    All Members
    click to read more
  • 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
    When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
    Sep. 18, 2014
    All Members
    click to read more
  • 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
    Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
    Sep. 11, 2014
    All Members
    click to read more
  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

    by
    Desk.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.
    Aug. 22, 2014
    All Members
    click to read more
  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

    by
    Let 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.
    Jul. 10, 2014
    All Members
    click to read more
  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

    by
    Through 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.
    Jul. 10, 2014
    All Members
    click to read more
  • We’ll Get Back to You

    Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You

    by
    We 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.
    Jul. 3, 2014
    All Members
    click to read more
  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

    by
    When 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?
    Jun. 19, 2014
    All Members
    click to read more
  • Customer Service Supplier and Product Update 1Q2014

    1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration

    by
    Our review of customer service suppliers in Q1 2014 pinpointed a renewed focus on customer service integration. Integration of all customer-impacting information expands and streamlines the customer service experience.
    Jun. 5, 2014
    All Members
    click to read more