Social Networking

  • 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
  • Desk.com from Salesforce.com

    Customer Service for Small to Midsize Organizations

    by
    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
    Technologies
    click to read more
  • Salesforce Social Studio

    Listen, Analyze, and Interact across the Social Web

    by
    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
    click to read more
  • Freshdesk

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

    by
    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
    Technologies
    click to read more
  • Zendesk

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

    by
    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
    Technologies
    click to read more
  • Malaysia Airlines

    Can Digital Transformation Help the Turnaround?

    by ,
    Malaysia Airlines embraced digital marketing from 2012 to 2014 by migrating to a unified marketing platform and partnering with experts. When twin disasters struck in 2014, marketing was able to communicate to customers in real time via social media.
    May. 12, 2015
    All Members
    click to read more
  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

    by
    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
    click to read more
  • Clarabridge 6.1

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

    by
    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
    click to read more
  • Personalized Answers to Customers’ Questions

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

    by
    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
    click to read more
  • Nina Web

    Flexible and Accurate Answers to Customers’ Questions

    by
    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
    click to read more
  • Customer Service Supplier and Product Update 3Q2013

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

    by
    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
    click to read more
  • How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

    What Is a Twitter End-Customer Worth to Investors?

    by
    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
    click to read more
  • Four Reasons Why Customers Prefer Twitter for Customer Service

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

    by
    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
    click to read more
  • Salesforce Radian6: An Insight Ecosystem

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

    by
    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
    click to read more
  • IntelliResponse Virtual Agent

    Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions

    by
    IntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy to deploy. Read our evaluation.
    May. 10, 2013
    Technologies
    click to read more
  • Boston Globe Masters Social Media in a Crisis

    How the Boston Globe Covered the Boston Marathon Bombing

    by
    What does it take to beat all the major news and cable networks in news coverage? An amazing team and a commitment to getting it right! Learn how the Boston Globe became the trusted source of information during the Boston Marathon crisis.
    Apr. 25, 2013
    All Members
    click to read more
  • Clarabridge Analyze, Collaborate, and Engage

    Voice of the Customer Monitoring, Analysis, and Interaction

    by
    Clarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation.
    Mar. 28, 2013
    Strategies
    click to read more
  • Salesforce.com Service Cloud Winter ’13

    Cross-Channel Case, Knowledge, Account, and Social Network Management

    by
    Salesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation.
    Jan. 24, 2013
    Technologies
    click to read more
  • Next IT ActiveAgent

    Virtual Agents that Deliver Sophisticated Answers to Complex Questions

    by
    Next IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. Read our evaluation.
    Nov. 29, 2012
    Technologies
    click to read more
  • BuzzCar—Peer-to-Peer Car Rental

    Building a Platform for Participation for a “Peers Inc.” Business Model

    by
    Buzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model.
    Oct. 11, 2012
    Strategies
    click to read more