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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...

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...

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...

Erika Morphy
Desk.com 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 Desk.com Support Center: video support for knowledge-based self-service offerings. Desk.com 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...

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...

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 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...

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