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Jeffrey M. Kaplan
Cloud Training to Boost Competitive Advantage Strategies
01/11/18 3:24 PM PT | E-Commerce Times | 1038 Words

Many cloud vendors have attempted to circumvent this burden by relying on a variety of new technologies to reduce the cost of customer training and support, ranging from bots to self-service wikis fueled by powerful new artificial intelligence and machine learning capabilities.

...

Peter Suciu
Tech Takes Front Seat at Detroit Auto Show
01/17/18 5:00 AM PT | TechNewsWorld | 1249 Words

In recent years, CES largely has usurped the North American International Auto Show in Detroit as the "first auto show of...

John P. Mello Jr.
Study: Community-Owned Broadband Beats Commercial ISPs on Price
01/16/18 5:00 AM PT | E-Commerce Times | 780 Words

Community-owned fiber-to-home broadband networks generally charge less for entry-level service than private providers, according to the Berkman Klein Center for Internet...

Kristen Hanich
Top 5 Data-Driven Mobile Services for a Competitive Edge
01/12/18 12:37 PM PT | E-Commerce Times | 870 Words

The mobile data market has been approaching saturation in major industrialized nations. Mobile data consumption has increased steadily over the past...

Richard Adhikari
AI Self-Service: Smile for Your Supper
12/21/17 7:00 AM PT | CRM Buyer | 642 Words

Cali Group and NEC on Tuesday announced a pilot program using kiosks equipped with facial recognition software and artificial intelligence to...

Richard Adhikari
5 Ways E-Commerce SMBs Can Cool Social Media Complaints
01/06/18 5:00 AM PT | E-Commerce Times | 523 Words

An up-to-date knowledge base enables instant self-service , "but SMBs must also offer channels for customers to communicate directly with support agents to cover all bases."

SMBs should offer robust omnichannel options and prioritize user-friendly channel support, Crawford suggested. These channels "should...

Denis Pombriant
The Platform Wars of 2018
01/10/18 3:00 PM PT | CRM Buyer | 865 Words

It's one reason so much energy has gone into developing indirect and self-service support.

Today's problem is slightly different, in that vendors all more or less recognize a need to alter their processes on the fly. It's no longer enough to offer...

Richard Adhikari
6 Ways E-Commerce SMBs Can Offer Great Customer Service on a Tight Budget
11/01/17 10:04 AM PT | E-Commerce Times | 537 Words

Among other things, software "can make a customer service team appear bigger than it actually is, with built-in solutions like a self-service hub."

4. Invest in Training
Technologies, equipment and customer needs constantly change, Duncan said, and both your company...

Richard Adhikari
New AI Tool Distinguishes Between What Customers Say and What They Mean
11/28/17 2:48 PM PT | CRM Buyer | 630 Words

What PureCloud Users Will be Able to Do
Users will be able to consolidate multiple interactions into one that can be applied over different self-service channels, which will simplify contact center administration and support.

Customers will be able to...

David Jones
Amazon to Let Delivery Drivers Open Your Front Door
10/26/17 5:00 AM PT | E-Commerce Times | 1097 Words

Amazon on Wednesday announced a new service that will allow Prime members to receive in-home delivery of packages with the help...

Denis Pombriant
Reading Between Oracle's Lines
12/19/17 5:00 AM PT | CRM Buyer | 950 Words

Oracle's most recent financial report reveals some hints about its future. Oracle has posted some very impressive numbers as its...

David Jones
Internet Pioneers Urge Cancellation of Net Neutrality Repeal Vote
12/13/17 9:28 AM PT | E-Commerce Times | 650 Words

A group of 21 leading technology pioneers, including Apple Computer cofounder Steve Wozniak and World Wide Web inventor Tim Berners-Lee, this...

Kevin Sjodin
Bridging the Gap Between Self-Service and Live Service
05/13/10 5:00 AM PT | CRM Buyer | 1280 Words

... majority of today's contact centers employ well-designed, sophisticated self-service strategies, but even with a highly successful self-service application boasting a high call-completion rate, people will always need to talk to people. That is why there will always be a need for live...

Andrew Boyd
Customer Self-Service: How May You Help Me?
06/21/07 4:00 AM PT | CRM Buyer | 895 Words

... an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges -- improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and arguably...

Lesley Hensell
Is Self-Service Really Reaping ROI?
08/28/03 3:55 AM PT | CRM Buyer | 1172 Words

More businesses are jumping on the self-service bandwagon, with many local grocery stores and hardware stores allowing self-checkout.

According to a July study conducted by research firm IDC for NCR Corp., nearly 70 percent of customers in five different countries said they...

Swamy Viswanathan
10 Steps to Customer Self-Service Nirvana
01/04/11 5:00 AM PT | CRM Buyer | 1234 Words

In decades past, self-service meant providing a detailed manual. The downside, of course, was that a printed manual could not be updated dynamically and was costly to distribute. In the late 1990s, with the advent of the Web and content management, self-service meant...

Alan Hubbard
How Speech Self-Service Dramatically Improves Call Centers
01/14/08 4:00 AM PT | CRM Buyer | 610 Words

BIC firms attempt to differentiate themselves from their competition by offering speech self-service .

Empowering Customers
A well designed speech self-service application does a number of things. First, it empowers the customer to resolve issues on their own. Customers can...

Elizabeth Millard
The Rise of Online Self-Service
06/09/04 8:28 AM PT | CRM Buyer | 923 Words

With that demand in mind, many companies are turning to firms that deliver online self-service tools. Selling either in-house software or hosted services , sometimes even both, purveyors of self-service technology are finding their products are in high demand.

Can these companies...

Erika Morphy
Self-Service Kiosks: Bane or Boon?
07/28/08 4:00 AM PT | CRM Buyer | 879 Words

Consulting , has: the self-service kiosks that just about every airline now uses to handle automated tasks. They are easy to use and they keep the lines down to a minimum, she commented. And they are smart -- a trait Bower experienced firsthand...

Christopher J. Bucholtz
When Self-Service Goes Horribly Wrong
01/20/11 5:00 AM PT | CRM Buyer | 876 Words

That's still the way I see a lot of customer self-service efforts. All too often, they aren't conceived with the customer in mind -- they're done not as a cheesy gimmick, as in the McDLT, but as a way of cutting the...

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Of the following CES 2018 crowd pleasers, which do you consider the most important or desirable new tech?
Google Assistant -- voice-activated AI on displays everywhere
Helite's Hip'Air - a hip-protecting airbag belt for seniors
HTC Vive Pro - a VR headset with way better resolution and sound
Samsung's 'The Wall' - a modular TV with MicroLED for consumers
Sony's Aibo -- a lovable AI-powered robotic pet dog
Toyota's e-Palette -- a self-driving van for deliveries and more