Social Media & Communities

  • 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
    Technologies
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  • 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

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    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
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  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
    Strategies
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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
    Technologies
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  • Designing Solutions for Aging in Place

    Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year

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    How do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment.
    Dec. 5, 2014
    All Members
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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
    All Members
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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
    Technologies
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  • The CaringBridge Customer Ecosystem

    Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

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    CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
    Aug. 8, 2014
    All Members
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  • Ten Steps that May Save (or Improve) Your Life

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

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    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
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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
    Technologies
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
    All Members
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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
    Technologies
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  • Nina Web

    Flexible and Accurate Answers to Customers’ Questions

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    Nina 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.
    Jan. 29, 2014
    Technologies
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  • Why Chaos Is Important for Innovation

    How an Organization, Group, or Individual Can Foster Innovation

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    This book, The Chaos Imperative by Ori Brafman and Judah Pollack, is a must read for anyone who wants to maximize his/her brain power. It will help you, and your team, create the conditions for innovation to occur.
    Jan. 17, 2014
    All Members
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  • Customer Service Supplier and Product Update 3Q2013

    Review of Ten Social Monitoring, Case Management, Self-Service, and Virtual Agent Suppliers

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    3Q2013 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.
    Dec. 5, 2013
    Strategies
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  • How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

    What Is a Twitter End-Customer Worth to Investors?

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    Twitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform.
    Nov. 22, 2013
    All Members
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  • Four Reasons Why Customers Prefer Twitter for Customer Service

    Quick Response, Fast Action, Public Shame, & Instant Updates

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    Twitter 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.
    Sep. 19, 2013
    All Members
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  • Salesforce Radian6: An Insight Ecosystem

    The Social Monitoring, Analysis, and Interaction Application of Salesforce Marketing Cloud

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    Radian6 is the Salesforce Marketing Cloud component that does social monitoring, analysis, and interaction. It’s easy to learn and use; its analytics are powerful and flexible; and it integrates tightly with Salesforce Service Cloud.
    Aug. 1, 2013
    Strategies
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  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

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    Is yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core.
    Jul. 25, 2013
    Strategies
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  • Peer-to-Peer Business Models

    Facilitating “Matchmaking” between Individuals for Fun and Profit

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    Lyft helps individuals who need a ride match up with people who have a car and want to earn a few bucks by giving them rides, a great example of a p2p business. Is there something in this p2p model for your company?
    Jul. 12, 2013
    Strategies
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