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Saving Customers Time by Providing the Right Answer thru AI by Mitch Kramer in Customer ServiceWe recently published “Virtual Assistant Update.” It’s a broad and not too deep update on virtual assistant technologies, products, suppliers, and markets from the perspective of the five leading suppliers: [24]7, Creative Virtual, IBM, Next IT, and Nuance. These are the leaders because they: Have been in the virtual assistant ...
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Microsoft Now has a SERIOUS Customer Service Offering by Mitchell Kramer in Customer ServiceIn our more than 10 years of customer service research, publishing, and consulting, we’d never before published a report about a Microsoft offering. It’s not because Microsoft hasn’t had a customer service offering, or that the company hasn’t had success in business applications. Since 2003, its CRM suite has always ...
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GoFundMe Invests in Amazing Customer Service by Patricia Seybold in Customer ServiceHow refreshing! I finally found an organization that does online customer service right. GoFundMe promises to reply to customer service emails within 5 minutes. And, they deliver! To be sure, the company starts by walking you through the usual customer service process: Search for a solution to your problem in ...
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Change in How we Evaluate Customer Service Products by Mitch Kramer in Customer ServiceWe recently published our Product Evaluation Report on Desk.com, Salesforce’s customer service offering for small and mid-sized businesses. “Desk” is a very attractive offering with broad and deep capabilities. It earns good grades on our Customer Service Report Card, including Exceeds Requirements grades in Knowledge Management, Customer Service Integration, and ...
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Best Sources for Complex Customer Service by Mitchell Kramer in Customer ServiceApologies to Ray Parker Jr. While your question or a problem may not be about ridding your neighborhood of ghosts, “Who You Gonna Call” to get the answer or solution that you need? Getting help on the Internet or on your mobile device is easy—type it into the search box ...
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The Helpdesks: Desk.com, Freshdesk, Zendesk by Mitchell Kramer in Customer ServiceWe’ve added our Product Evaluation Report on Freshdesk to our library of in-depth, framework-based reports on customer service software. We put this report next to our Product Evaluation Reports on Desk.com and Zendesk. The three products are quite a set. They’re similar in many ways; remarkably so. Here are a ...
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Evaluating Nuance Nina by Mitchell Kramer in Customer ServiceWe evaluated Nina, the virtual assistant offering from Nuance, for the third time, publishing our Product Evaluation Report on November 21st, 2015. This Report covers both Nina Mobile and Nina Web. Single Platform for Web & Mobile Virtual Assistants with Mobile Voice Input & Output Briefly, by way of background, ...
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In Customer Service, Ease of Evaluation is an Important Differentiator by Mitchell Kramer in Customer ServiceOur evaluation frameworks have never had an Ease of Evaluation criterion. We’ve always figured that we’d do the work to make your evaluation and selection of products easier, faster, and less costly. Our evaluation of Zendesk has us rethinking that. We’ve learned that our Product Evaluation Reports can speed and ...
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Next IT Alme: Helping Customers Do ALL Their Work by Mitchell Kramer in Customer ServiceOn September 2, 2004, we published my article, “May I Help You?” It was a true story about my experience as a boy working in my dad’s paint and wallpaper store. The experience taught me all about customer service. The critical lesson that I learned from my dad and from ...
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IBM Adds Dialog Capability to Watson Engagement Advisor Virtual Agents by Mitchell Kramer in Customer ServiceWe just updated our Product Evaluation Report on IBM Watson Engagement Advisor. It’s an update to our July 10, 2014 report. Both the scientists at IBM Research and the developers in the IBM Watson Group have been busy improving Watson and Watson Engagement Advisor; busy and productive enough to drive ...
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Quick Take on Oracle Service Cloud Virtual Assistant by Mitchell Kramer in Customer ServiceWe just concluded our in-depth evaluation of Oracle Service Cloud Virtual Assistant. It’s a relatively new branding (November 2013) for a product, originally known as Q-go, from a privately held, Amsterdam, NE-based supplier of the same name. Q-go was first commercially deployed in 2001. Now it’s part of Oracle’s Cloud-based ...
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Salesforce Service Cloud Winter ’15 Improves Self-Service with Salesforce Communities by Mitchell Kramer in Customer ServiceWe’ve just completed our evaluation of Salesforce Service Cloud Winter ‘15, which provides case management and contact center support, and its collection of tightly integrated but variously packaged and priced features and add-on products for knowledge management, chat, social customer service, and communities. The full 60-page report is available to ...
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Framework for Evaluating Customer Service Software Products by Mitchell Kramer in Customer ServiceRecently, we created a new version of our Framework for Evaluating Customer Service Software Products. We plan to use the Framework to evaluate every type of customer service product within our current research—case management; knowledge management; virtual assistant; and social network monitoring, analysis, and interaction. These completed evaluations are available ...
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Desk.com from Salesforce.com—Way More than Entry-Level Customer Service Capabilities by Mitchell Kramer in Customer ServiceWe’ve just completed our product evaluation of Desk.com, Salesforce.com’s customer service offering for very-small, small, and mid-sized businesses as well as for small departments in larger organizations. The product is based on technology that came to Salesforce.com in its acquisition of Assistly in September of 2011. From positioning, pricing, and ...
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IBM Watson Engagement Advisor by Mitchell Kramer in Customer ServiceIf you’re a fan of Jeopardy! (The TV game show), then for sure you remember the IBM Challenge on February 14 – 16, 2011 when a supercomputer app from IBM named Watson (after Thomas J. Watson, IBM’s founder) played the game against its two biggest (multi-million dollar) winners and beat ...
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Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service by Patricia Seybold in Customer ServiceWhat’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7. How many times have you tried to do ...
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New Focus on Customer Service Integration by Major Customer Service Suppliers by Mitchell Kramer in Customer ServiceIn Q1 2014, eGain, IntelliResponse, and Oracle announced new customer service integration. The eGain SAP Certified integration allows contact center agents to search and access the eGain Knowledge Base from the SAP CRM agent console using eGain’s FAQs, natural-language and keyword search queries, topic trees, and guided help search methods. ...
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Choosing Technology to Support an Excellent Customer Experience by Ronni Marshak in Customer ServiceIn many of the articles we publish in Customers.com Strategies, we talk about best practices (and worst practices) in customer service. We tell you what we believe you should do to create and nurture thriving customer relationships, and what you shouldn’t do or else you’ll risk those valuable relationships. Although ...
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Social Customer Service by Mitchell Kramer in Customer ServiceThe social web has hundreds of millions of users who spend incredible amounts of time posting and responding about any and every possible aspect of their personal and professional lives. Many of these users are prospects and/or customers who use the social web to get help in evaluating and selecting ...
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Back to the Future in Customer Service by Mitchell Kramer in Customer ServiceHere’s a product evaluation of V-Person, the virtual agent offering of Creative Virtual, a privately held supplier that was founded in 2003 and is based in London, UK, with offices in the U.S., India, the Netherlands, and Australia. This report updates our September 19, 2012 evaluation. Since that time, Creative ...
