Online Communities
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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. -
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. -
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. -
Designing Solutions for Aging in Place
Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year
by Patricia SeyboldHow 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. -
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. -
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. -
The CaringBridge Customer Ecosystem
Millions of People and Hundreds of Companies Align around Patients’ Health Journeys
by Patricia SeyboldCaringBridge.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. -
Ten Steps that May Save (or Improve) Your Life
Prepare Now to Engage as a Patient and/or Advocate for Someone You Love
by Patricia SeyboldLet 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. -
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. -
How We Learn and How to Change
Use Conversations for Collaborative Reflection about Complex Adaptive Systems
by Lisa KimballLisa 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! -
What Constitutes a Customer Community?
Hint: It Isn’t a Bunch of Facebook “Likes”
by Ronni MarshakWhat constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture. -
MySears Community Gets a Facelift
Community and Commerce Are Still Too Separate!
by Ronni MarshakYour 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? -
Innovative Approaches to Big Issues
Patterns and Take-Aways from BIF-8 (Business Innovation Factory’s Annual Confab)
by Patricia SeyboldBIF-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. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA 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. -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers 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. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur 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. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity 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. -
Salesforce Radian6
Social Network Monitoring, Analysis, and Interaction
by Mitchell KramerRadian6 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. -
RightNow Social Experience
Monitoring, Analyzing, and Interacting in the Social Cloud
by Mitchell KramerRightNow 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. -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff.
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