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Rob Conlin
Kana Expands Customer Support To Europe and Australia
12/27/99 12:00 AM PT | E-Commerce Times | 344 Words

... support solutions provider Kana Communications (Nasdaq: KANA) announced today that it has opened regional offices in Munich, Germany and Sydney, Australia. The Redwood, City, California-based company said that the Munich office will support the growth of e-commerce in Germany, where it forecasts...

James Hollander
INTERSHOP Adds Customer Support and Shipping Features
02/25/99 12:00 AM PT | E-Commerce Times | 335 Words

... (Neuer Markt: ISH) is beefing up its online store software by adding email-based customer support from eGain Communications Corp., and product shipping technology from TanData Corporation. The integration of eGain EMS and INTERSHOP 3 enables support agents to better manage customers' relationships...

Mary Hillebrand
Microsoft Gives Ask Jeeves Larger Customer Support Role
10/11/99 12:00 AM PT | E-Commerce Times | 591 Words

Microsoft Corp. , which has relied upon online consumer information resource Ask Jeeves(Nasdaq: ASKJ) to help consumers with Windows 98, announced today that it will now use the service to cover other products as well. "This is all about customers getting the answers they need to be successful," said Microsoft's Director of Online Support, ...

ECT News Staff
IBM to Offer Eclipse Customer Support, Resources
09/07/06 10:05 AM PT | LinuxInsider | 439 Words

Additionally, IBM is unveiling a new customer support program -- IBM Rational Elite Support for Eclipse -- that will provide hands-on technical assistance to the more than 2.3 million users of Eclipse worldwide. Available in the fourth quarter of 2006, IBM's Eclipse customer...

John Abraham
Harvest Customer Intelligence Through Smart Surveying
11/07/13 5:00 AM PT | CRM Buyer | 945 Words

... surveys can be much more than a yardstick to measure customer opinion or an extra channel for customer support. The optimal survey presents an opportunity to uncover important insights about your business process and drive real improvements in the organization. Before your...

Jeff Kagan
Elevating Customer Service to the Next Level
02/21/13 5:00 AM PT | E-Commerce Times | 837 Words

... you dread calling a company to get customer support ? Most of us do. We are on hold forever and the problem drags on way too long, leaving brand loyalty damaged. Some companies are solving that problem by partnering with --...

Jeff Zabin
Building Social Into the Customer Service and Support Infrastructure
02/19/13 5:00 AM PT | CRM Buyer | 1291 Words

... many customer service organizations have yet to put their toes in the water when it comes to social media engagement. In fact, fewer than half of them actively respond to consumer complaints via Twitter and other social media channels, according to Gleanster...

David White
Putting Support Centers In High Gear With Enterprise Search
01/28/10 5:00 AM PT | CRM Buyer | 981 Words

Aberdeen Group's September 2009 report "Enterprise Search - Discover the Next Opportunity for Growth" investigated the strategies and tactics companies have used to drive productivity and improve customer service using enterprise search . In that report, Aberdeen used four key performance criteria to...

Kurt Scherf
Service Providers Compete on Technology - Why Not Support?
11/04/08 4:00 AM PT | CRM Buyer | 1187 Words

Case studies reveal that when at least two service providers on relatively equal footing in terms of offerings are actively battling to acquire and retain customers, the end results tend to be 1) lower prices; 2) additional value-added offerings, and 3) improved customer ...

Richard Adhikari
Oracle Puts Third-Party Support in Crosshairs
01/28/10 8:52 AM PT | E-Commerce Times | 855 Words

Oracle says it will focus strongly on customer service and support for customers of both its products and those of Sun Microsystems , whose acquisition it completed on Wednesday. "We believe our customers deserve the best level of support and it's our job...

Carol Kline
Delivering Exceptional Customer Experience in a Multichannel World
07/12/10 5:00 AM PT | CRM Buyer | 1130 Words

That's why it's more important than ever for companies to take a multichannel approach to customer relationship management that recognizes the unique role that social online channels play across all interactions.

Channel Economics
Before any discussion of multichannel management,...

Joel Slatis
SaaS Apps: The Apex of Customer Service
05/03/10 5:00 AM PT | CRM Buyer | 989 Words

... if you answered the phone one day to a friendly voice offering tech support for some software that had been troubling you? "Not possible," you'd say. We all know the drill with technical difficulties. We call up the software company during business...

Mark Tapling
Dissolving Customer Support Communication Barriers
12/11/09 4:00 AM PT | CRM Buyer | 997 Words

The support manual is available as a PDF on the company's Web site , but Manuel doesn't know there's a translated version.

His only other option is to call the support line, but on a holiday weekend he knows from experience that...

Keith Regan
Dell Recalls Tech Support from India After Complaints
11/25/03 7:19 AM PT | E-Commerce Times | 442 Words

Dell said it had received some complaints about the technical support through the overseas support center, with one executive saying that customers reacted unfavorably to the fact that Dell had changed how it handled those calls.

Newspapers located near Dell's Austin, Texas...

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 Support: Video Is the New Manual
08/11/14 11:26 AM PT | CRM Buyer | 528 Words

... has debuted a new feature for its Salesforce Support Center: video support for knowledge-based self-service offerings. Video Support Center allows users to embed video content from any of the major video platforms in their online customer service offerings. There is...

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...

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...

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...

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salesforce commerce cloud
How do you feel about Black Friday/Cyber Monday this year?
I'm excited to find great deals and plan to do some serious shopping on BFCM.
I'll watch for BFCM sales, but I intend to drastically curb my spending this year.
BFCM has become a season -- I no longer feel driven to look for bargains on those specific days.
I plan to have most of my holiday shopping done *before* BFCM.
I detest the holiday sales hype and will avoid shopping on BFCM.
salesforce commerce cloud