Online Communities

  • 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
    All Members
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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
    Technologies
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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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  • How We Learn and How to Change

    Use Conversations for Collaborative Reflection about Complex Adaptive Systems

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    Lisa Kimball offers invaluable advice and methodologies about the best ways to make change in a complex system, like an organization, or a multi-player system such as healthcare. Change the conversation!
    Mar. 28, 2013
    All Members
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  • What Constitutes a Customer Community?

    Hint: It Isn’t a Bunch of Facebook “Likes”

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    What constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture.
    Feb. 28, 2013
    Strategies
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  • MySears Community Gets a Facelift

    Community and Commerce Are Still Too Separate!

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    Your customer community should be an integral part of your business and web presence. How well does the improved MySears Community do on integrating community with commerce?
    Oct. 18, 2012
    All Members
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  • Innovative Approaches to Big Issues

    Patterns and Take-Aways from BIF-8 (Business Innovation Factory’s Annual Confab)

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    BIF-8 was the 8th annual conference held in Providence, RI by the Business Innovation Factory. The format is story-telling punctuated with long networking breaks where random encounters are encouraged. Key themes: transform cities, healthcare, & society.
    Sep. 27, 2012
    All Members
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  • KANA Experience Analytics

    Powerful Analytics, Tight Integration with KANA Service Experience Management

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    KANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength.
    May. 24, 2012
    Technologies
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  • Career and Job Hunting Advice

    How Well Does Monster.com Help Prepare You for Your Job Hunt?

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    Customers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization.
    Apr. 26, 2012
    Strategies
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  • Social-Service Evaluation Framework

    Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions

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    Our framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability.
    Apr. 5, 2012
    All Members
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  • Attensity Analyze and Attensity Respond

    Multi-Channel Monitoring, Analysis, and Interaction

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    Attensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator.
    Mar. 1, 2012
    Technologies
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  • Salesforce Radian6

    Social Network Monitoring, Analysis, and Interaction

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    Radian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management.
    Jan. 26, 2012
    Technologies
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  • RightNow Social Experience

    Monitoring, Analyzing, and Interacting in the Social Cloud

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    RightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities.
    Dec. 15, 2011
    Technologies
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  • Build Community Around "My Stuff"

    How Will Online Communities and Social Networks Evolve?

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    Online customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff.
    Nov. 10, 2011
    All Members
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