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Corinne S. Bernstein
SupportSoft Service and Support Automation
01/03/03 4:00 AM PT | CRM Buyer | 543 Words

... continues to make inroads into a crucial yet often-overlooked area -- support automation -- as customers increasingly expect solutions to their problems that are fast, effortless and personalized. Looking to lower support costs and improve services to clients, enterprises are shifting away...

David Jones
AI-Powered Mobile Chatbots Promise More Efficient Customer Service
10/09/17 1:46 PM PT | CRM Buyer | 622 Words

Helpshift's new Web Chat application uses artificial intelligence to help companies release scalable chatbots that can automate customer service through real-time interactions. The new AI-based tool, released last week, will boost Helpshift customers' ability to provide enterprise-grade support to their customers, according to...

Denis Pombriant
A New Service Model
07/19/17 12:59 PM PT | CRM Buyer | 792 Words

By enabling businesses to build help or support into mobile apps, these new models are re-inventing support to get the job done. Sure, they provide automated support in lieu of conventional agents, but they do so at a level where it often can...

Erika Morphy
Zendesk Crystallizes Mobile Customer Service
12/16/14 10:22 AM PT | CRM Buyer | 566 Words

"Customers want to be able to offer service at the point of interaction, in the center of the customer experience," he said. "They don't want their customers to have to log out of an application or game or website to seek out...

Jim Nail & Kevin S. Ryan
7 Ways to Draw Strength From Your Online Customer Communities
01/07/11 5:00 AM PT | CRM Buyer | 987 Words

The benefits range from better consumer insight and lower customer support costs to increased word of mouth from passionate customers and purchase-decision leverage among prospects.

In most instances, companies tend to focus first on technical support , offering customers a reprieve from...

Robert Williams
Humanizing the Online Customer Experience
06/23/08 4:00 AM PT | CRM Buyer | 1567 Words

Online retailing has continued to dramatically build its customer base and more and more companies are sending their offline customers to the Internet for service and support . To service both these old and new customers, the Internet has already had an abundant...

Erika Morphy
Zendesk Illuminates Customer Data
07/02/14 9:17 AM PT | CRM Buyer | 566 Words

Zendesk has rolled out a new analytics and data visualization tool that sits on top of its flagship customer service platform. Called "Zendesk Insights," it is available to the company's Plus and Enterprise users.

"One thing we have been hearing from our...

Khanchana Navakiran, Nishith Gupta & Khushbu Bhalla
Strategies for Smooth Social CRM Implementation, Part 1
09/09/11 11:48 AM PT | CRM Buyer | 1109 Words

Today it is the customer who influences and forces the evolution of business models. Cloud-based Internet peer networks drive the buying decisions for large segments of customers. Enterprises will inevitably need to adopt mobility and social media platforms to keep up with the...

Venkataraman Ramanathan & Srinath Pydimarri
The Enterprise 2.0 Global Delivery Model Transformation, Part 3
06/30/11 5:00 AM PT | CRM Buyer | 1191 Words

The Enterprise 2.0 Global Delivery Model Transformation, Part 2 There are six global delivery model parameters that will undergo change in order to support Enterprise 2.0: processes; technology ; infrastructure ; resources; communication channels; and business models.

We'll discuss resources, communication channels...

Richard Adhikari
'The Best Software Doesn't Need Support': Q&A With SugarCRM CTO Clint Oram
04/19/11 5:00 AM PT | CRM Buyer | 1015 Words

... software requires an enormous amount of support . That fact has enriched companies such as Oracle and SAP , which levy annual support fees of about 20 percent of the sale prices of their applications. That's one of the things that just...

Jack M. Germain
Tech Support Forecast: Partly Cloudy
04/23/09 4:00 AM PT | TechNewsWorld | 1463 Words

For instance, tech support might move out the door as well. In some cases, tech support workers may still have their desks, but they will no longer be their company's go-to guys when a problem develops. Instead, they will have to talk to...

Jennifer LeClaire
Consumers on the Hunt for Quality Tech Support
04/19/06 5:00 AM PT | TechNewsWorld | 1344 Words

"Most people use 10 percent of Microsoft Windows functionality, and there's so many features they can get confused," said Greg Coleman, vice president and principal of Service Strategies , a firm that works with companies like Nokia to improve customer support .

Jeffrey M. Kaplan
Redefining the Vendor-Customer Relationship in the IoT
06/17/16 5:00 AM PT | E-Commerce Times | 555 Words

Fundamental Changes
These moves have put PTC in the middle of the IoT market and changed the nature of its customer relationships in many ways.

First, PTC has found itself at the leading edge of an emerging market that...

Jack M. Germain
Rackspace: A Study in Fanatical Customer Support
01/02/07 4:00 AM PT | TechNewsWorld | 664 Words

Today, it includes Fortune 500 firms in its customer Rolodex, as well. However, just as when it first opened its doors, Rackspace offers no add-on services such as hardware sales or phone company services to supplement its bottom line. When Rackspace started, it...

Erika Morphy
Retailers Use Blogs to Cement Customer Relationships
02/10/06 3:18 PM PT | CRM Buyer | 735 Words

"What they don't mind, however, is a retailer using a blog to create a more tactical or friendly experience online for the customer," she noted.

That is why ShopLocal is in the process of incorporating Yusa's blog onto its Web...

Keith Regan
Microsoft Extends Paid Support for Windows NT 4.0
12/06/04 1:17 PM PT | E-Commerce Times | 513 Words

... customer unease as another product support lifecycle approaches expiration, Microsoft today said it would extend the timeframe during which it makes custom, paid support available for the server version of Windows NT. The move, just the latest in a number of tweaks...

Richard Adhikari
Calling Facebook Customer Service? Beware of Fraudsters
02/02/17 2:53 PM PT | CRM Buyer | 618 Words

... Google search for a Facebook customer support phone number may direct users to a number set up by fraudsters, according to NPR. The fraudulent number, 844-735-4595, appeared not only as top result in a Google search, but also as a featured snippet...

Denis Pombriant
The Marginal Customer
06/10/16 7:00 AM PT | CRM Buyer | 875 Words

They know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between a customer and a consumer. You might expect this if you are working in the business-to-consumer rather than business-to-business...

Patrice Samuels
Gear Up for a Flood of IoT Support Requests
08/20/15 5:00 AM PT | E-Commerce Times | 704 Words

It also puts new pressures on existing support solutions to meet consumers' expectations. Sixteen percent of U.S. broadband households owned a smart home device, and nearly 40 percent planned to buy a smart home product in the next 12 months, suggests a research...

Yuval H. Moed
Keeping It Real With Multimedia Live Engagement
08/04/11 5:00 AM PT | CRM Buyer | 763 Words

Website visitors are three times more likely to make a purchase when they have the support of a sales representative. Just as in brick-and-mortar stores, interacting with a knowledgeable person in real-time creates a connection to the customer that increases profits. Unlike physical...

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