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Vivian Wagner
Helpshift VP Tushar Makhija: Not All Customers Will Help You Make Money
10/17/17 2:21 PM PT | CRM Buyer | 798 Words

The next five to six years were all about self-service , so technology started building up. Today, it is not about time-to-resolution or handling time. It is all about the time-to-cure. That is, how quickly can you identify the problem and stop...

Denis Pombriant
OpenWorld 2017
10/10/17 3:18 PM PT | CRM Buyer | 854 Words

I spent last week at Oracle's customer event, OpenWorld 2017, in San Francisco. When I wasn't drinking from an information fire...

Rob Enderle
Anticipating the Smart World of 2027: A Billion Cameras and AI, Oh My...
10/02/17 10:56 AM PT | TechNewsWorld | 1386 Words

Nvidia went to China last week and made a series of interesting announcements having to do with smart cities and autonomous...

Richard Adhikari
Excellent Customer Service Requires Emotional Intelligence
08/04/17 1:36 PM PT | CRM Buyer | 651 Words

Telcos are turning to self-service , automation and artificial intelligence applications like chatbots, but these tools are appropriate only in some scenarios, InMoment suggested.

In many parts of the telco customer journey, positive human interactions are essential and contribute to a...

Richard Adhikari
Robots May Become Go-To Customer Service Reps
08/26/17 12:49 PM PT | CRM Buyer | 649 Words

Robots "can pick up where self-service in kiosks leaves off by humanizing some of the capabilities and using other sensory areas such as vision, hearing and speech to improve engagement," said Ray Wang, principal analyst at Constellation Research .

"The demand's...

Jeff Kagan
How Amazon Is Transforming Retail
07/27/17 5:00 AM PT | E-Commerce Times | 667 Words

They have self-service aisles that let users buy without dealing with a cashier. In these cases, there is a vast difference between best and worst performers.

Companies like Whole Foods, Trader Joe's and Sprouts let users charge to their smartphones quickly and...

Richard Adhikari
Oracle Unveils Exadata Database as a Service
08/18/17 1:28 PM PT | E-Commerce Times | 606 Words

Oracle earlier this week announced the availability of its Exadata platform on its next-generation cloud infrastructure, which essentially means the...

Richard Adhikari
Amazon's B2B Business Blows Past 1M Customer Mark
07/29/17 2:58 PM PT | E-Commerce Times | 610 Words

However, 1 million B2B salespeople in the U.S. will lose their jobs to self-service e-commerce by 2020, Forrester also predicted, and Amazon appears to be leveraging that trend with its business marketplace.

B2B competitors will have to innovate so that customers still...

Harry Wang
Consumer Healthcare: Growing Importance of Patient Education and Communications Solutions
08/25/17 11:30 AM PT | E-Commerce Times | 903 Words

As the healthcare industry shifts to value-based care models, patient education and communication solutions increasingly have become an investment priority for...

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...

Alan Hubbard
Cutting Costs and Keeping Customers With Speech Self-Service
11/08/07 4:00 AM PT | CRM Buyer | 629 Words

By adding speech self-service to the current IVR stack companies will provide a more robust and complete customer experience.

Improving IVR
The touch-tone IVR self-service customer experience leaves much to be desired. These IVR applications are in place in over...

Keith Regan
Web Self-Service Strikes Out
02/25/02 1:26 PM PT | E-Commerce Times | 882 Words

Within this philosophy, self-service -- using an Internet presence to help customers find answers to their questions -- is a hot topic. But this concept is still coming into its own, and already there's a problem: Customers expect many more answers than Web...

Erika Morphy
Avaya Upgrades Self-Service Platform
08/22/07 9:44 AM PT | CRM Buyer | 400 Words

Avaya has made a significant upgrade in three self-service offerings that it introduced at the beginning of last year. Introduced at SpeechTEK 2007 in New York City, the three products are Avaya Voice Portal 4.0, its flagship self-service software ; Interactive Response 3.0,...

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