Social Networking
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Microsoft: Competitive in Customer Service
Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service
by Mitchell KramerHere'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. -
Desk.com from Salesforce.com
Customer Service for Small to Midsize Organizations
by Mitchell KramerDesk.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. -
Salesforce Social Studio
Listen, Analyze, and Interact across the Social Web
by Mitchell KramerSalesforce Social Studio is a high value package that combines broad and deep social customer service and social marketing capabilities. Read our evaluation. -
Freshdesk
Case Management, Knowledge Management, and Social Customer Service for SMBs
by Mitchell KramerFreshdesk 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. -
Zendesk
Cross-channel Case Management, Knowledge Management, and Social Customer Service for SMB and the Enterprise
by Mitchell KramerZendesk, packages attractive cross-channel case management, knowledge management, and social customer service capabilities suitable for small, mid-sized, and large organizations. Read our evaluation. -
Malaysia Airlines
Can Digital Transformation Help the Turnaround?
by Patricia Seybold, Susan AldrichMalaysia 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. -
Zopa: Peer-to-Peer Lender Celebrates 10 Years
Spawned a Global Multibillion Industry; Still Going Strong
by Patricia SeyboldOver 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. -
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. -
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. -
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. -
How Valuable and Sustainable Is Twitter’s Customer Ecosystem?
What Is a Twitter End-Customer Worth to Investors?
by Patricia SeyboldTwitter 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. -
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. -
Salesforce Radian6: An Insight Ecosystem
The Social Monitoring, Analysis, and Interaction Application of Salesforce Marketing Cloud
by Mitchell KramerRadian6 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. -
IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell KramerIntelliResponse 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. -
Boston Globe Masters Social Media in a Crisis
How the Boston Globe Covered the Boston Marathon Bombing
by Patricia SeyboldWhat 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. -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell KramerClarabridge'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. -
Salesforce.com Service Cloud Winter ’13
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation. -
Next IT ActiveAgent
Virtual Agents that Deliver Sophisticated Answers to Complex Questions
by Mitchell KramerNext IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. Read our evaluation. -
BuzzCar—Peer-to-Peer Car Rental
Building a Platform for Participation for a “Peers Inc.” Business Model
by Patricia SeyboldBuzzcar 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.
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