Self-Service & Assisted Service
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Salesforce Service Cloud Summer 17
Enterprise-Class Case & Knowledge Management, Collaboration, Communities, Search, & Social Customer Service
by Mitchell KramerSalesforce Service Cloud is a product in transition. By June, 2018, some of the newer features will be better integrated. This review of the current version of Service Cloud provides an accurate picture of the strengths and weaknesses of the current offering. Many Service Cloud features already use the new Lighning user interface. But other features, including apps for many mobile devices, are still awaiting Lightning support. -
Virtual Assistant Update
Technologies, Products, Suppliers, Customers, Markets
by Mitchell KramerWhat's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed via smartphone, regular phone, web, or texting. Here is an update covering 2017 market leading virtual assistants from [24]7, Creative Virtual, IBM, Next IT, and Nuance. -
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. -
Microsoft Dynamics 365 for Customer Service
Broad Cross-Channel Customer Service Capabilities
by Mitchell KramerMicrosoft 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. -
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. -
Nuance Nina
Virtual Assistants that Deliver Answers and Perform Actions
by Mitchell KramerNina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 languages on desktops, laptops, and mobile devices. This 46-page report evaluates Nina against our Evaluation Framework for Customer Service Software, -
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. -
Next IT Alme, Version 2.2
Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions
by Mitchell KramerWe evaluate Alme--a virtual assistant that supports single question-single answer interactions and complex, directed, goal-based dialogs in nearly any language. Alme delivers answers, resolutions, and actions. -
IBM Watson Engagement Advisor Update
Virtual Assistants that Use Cognitive Technology to Think and Learn
by Mitchell KramerHow does IBM Watson Engagement Advisor stack up in providing virtual assisted-service across customer service channels? Its virtual assistants can answer many types of customers’ questions and, through usage, can learn to answer more of them. -
Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
by Mitchell KramerHere’s our evaluation of Oracle Service Cloud Virtual Assistant. It bundles good virtual agent/virtual assistant capabilities “in the box” with the Web Customer Service offering. -
Salesforce Service Cloud
Capabilities for Self-Service, Assisted-Service, and Social Customer Service
by Mitchell KramerSalesforce 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. -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell KramerUse 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. -
Secure for “Your Own Good!”
Cumbersome Security Measures Create Difficult Customer Experiences
by Ronni MarshakBank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.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. -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell KramerThrough its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn. -
We’ll Get Back to You
Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You
by Ronni MarshakWe all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes. -
Do You See What I See?
Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw
by Ronni MarshakWhen customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems? -
Customer Service Supplier and Product Update 1Q2014
1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration
by Mitchell KramerOur review of customer service suppliers in Q1 2014 pinpointed a renewed focus on customer service integration. Integration of all customer-impacting information expands and streamlines the customer service experience.
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