Customer Service & Support
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Customer Service Supplier and Product Update 1Q2014
1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration
by Mitchell KramerOur 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. -
Clarabridge 6.1
Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction
by Mitchell KramerClarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation. -
Personalized Answers to Customers’ Questions
Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization
by Mitchell KramerV-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels. -
Inconsistent Customer Service Information from Bank of America
Four Different CSRs; Four Different Responses
by Ronni MarshakTrying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done! -
IBM’s MobileFirst “Customer Cloud” Strategy
Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?
by Patricia SeyboldHow do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.” -
Patterns from Customer Service Suppliers’ VOC
Survey Results from KANA and Nuance about Customers’ Service Experiences
by Mitchell KramerHow do customers want to answer questions and solve problems with products and companies? In 2013, 63% of customers successfully resolved their issues using self-service. But 71% of those who weren’t successful spent over 30 minutes trying. -
Where Are Your Clouds? Location Matters!
Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction
by Patricia SeyboldCompanies of all sizes are taking advantage of cloud computing. A lot of customer information is hosted in clouds. But personally identifiable information needs to be housed in the customer’s home country. Customer clouds should be country-specific. -
Customer Service Supplier and Product Update 4Q2013
4Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer4Q2013 was a good quarter for customer service for suppliers Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Verint acquired KANA in the 4th quarter of 2013. -
How to Offer a Little Extra to Delight Customers
My Most Recent Favorite Customer Experience Practices
by Ronni MarshakGo beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations. -
Priorities for Microsoft’s New CEO
Focus on Cross-Platform Mobile Application Development & Customer Clouds
by Patricia SeyboldOpen Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon. -
Nina Web
Flexible and Accurate Answers to Customers’ Questions
by Mitchell KramerNina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to knowledgebase answers. -
My 2013 Holiday Customer Experience Heroes
Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s
by Ronni MarshakSmall businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies? -
Cloud Computing in 2015
End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations
by Patricia SeyboldCustomers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready? -
Next IT Alme
Virtual Agents that Can Answer Complex Questions in Any Language
by Mitchell KramerAlme (All me) is the virtual agent product from Next IT. Use Alme to deploy virtual agents on web and mobile channels. Its virtual agents can deliver answers in any language, can speak answers, and can integrate application data into their answers. -
Why I Am No Longer a Sears Customer
Sears.com Fails to Deliver on Promises
by Ronni MarshakSears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices. -
Customer Service Supplier and Product Update 3Q2013
Review of Ten Social Monitoring, Case Management, Self-Service, and Virtual Agent Suppliers
by Mitchell Kramer3Q2013 was a good quarter for customer service. Customer growth and financial performance were up. Product activity was light. Four companies expanded into new markets. Moxie and Salesforce.com earned Customer Service Stars for 3Q2013. -
Robocalls: Annoying and Illegal
Avoid This Customer-Unfriendly Practice Except for Appointment Reminders
by Ronni MarshakSo, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it? -
Oracle Service Cloud Social Experience
Built-In Social Monitoring, Analysis, and Interaction
by Mitchell KramerOracle Service Cloud Social Experience provides social customer service by monitoring and analyzing social posts and interacting with social posters. Social Experience is an integral component of Oracle Service Cloud in packaging, pricing, and functionality. See the details in the full report. -
Four Reasons Why Customers Prefer Twitter for Customer Service
Quick Response, Fast Action, Public Shame, & Instant Updates
by Patricia SeyboldTwitter is becoming the preferred customer service channel for many people. But many companies aren’t paying attention. Providing good customer service on Twitter could differentiate your firm and reduce support costs. -
Customer Service Supplier and Product Update 2Q2013
2Q2013 Was a Mixed Quarter for Customer Service
by Mitchell Kramer2Q2013 was a mixed quarter in customer service—mixed in customer growth financial performance, products, and company activity. Impressively, Clarabridge, IntelliResponse, and Salesforce.com all earned our Customer Service Stars for the quarter.
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