Self-Service & Assisted Service

  • Microsoft: Competitive in Customer Service

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

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    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
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  • Microsoft Dynamics 365 for Customer Service

    Broad Cross-Channel Customer Service Capabilities

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    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
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  • Desk.com from Salesforce.com

    Customer Service for Small to Midsize Organizations

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    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 and knowledge management services support multiple languages very well.
    Jun. 15, 2016
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  • Salesforce Social Studio

    Listen, Analyze, and Interact across the Social Web

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    Salesforce Social Studio is a high value package that combines broad and deep social customer service and social marketing capabilities. Read our evaluation.
    Apr. 28, 2016
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  • Freshdesk

    Case Management, Knowledge Management, and Social Customer Service for SMBs

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    Freshdesk packages attractive and high value cross-channel case management, knowledge management, social customer service, and chat capabilities suitable for small, mid-sized, and large organizations. It competes with Zendesk and with Salesforce.com's Desk.com.
    Mar. 11, 2016
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  • Nuance Nina

    Virtual Assistants that Deliver Answers and Perform Actions

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    Nina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 languages on desktops, laptops, and mobile devices. This 46-page report evaluates Nina against our Evaluation Framework for Customer Service Software,
    Nov. 21, 2015
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  • Zendesk

    Cross-channel Case Management, Knowledge Management, and Social Customer Service for SMB and the Enterprise

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    Zendesk, packages attractive cross-channel case management, knowledge management, and social customer service capabilities suitable for small, mid-sized, and large organizations. Read our evaluation.
    Oct. 15, 2015
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  • Next IT Alme, Version 2.2

    Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions

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    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
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  • IBM Watson Engagement Advisor Update

    Virtual Assistants that Use Cognitive Technology to Think and Learn

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    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
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  • Oracle Service Cloud Virtual Assistant

    A Good Solution for Oracle Service Cloud Subscribers

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    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
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  • Salesforce Service Cloud

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

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    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
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  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

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    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
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

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    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
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  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

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    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
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  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

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    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
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  • We’ll Get Back to You

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

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    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
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  • Do You See What I See?

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

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    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
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  • Customer Service Supplier and Product Update 1Q2014

    1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration

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    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
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  • Clarabridge 6.1

    Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

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    Clarabridge 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.
    May. 9, 2014
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  • Personalized Answers to Customers’ Questions

    Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization

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    V-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.
    Apr. 24, 2014
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