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Customer Service News & Analysis

Few Customers 'Extremely Satisfied' with Omnichannel Customer Experience

Ring Bell for ServiceFor some time now, companies of all shapes and sizes have been expanding their online presence and setting up profiles across various digital media channels so they can be where their customers are. But a new Zendesk survey that examined the omnichannel customer experience shows they have a long way to go.

A whopping 73 percent of consumers think companies are paying more attention to generating sales across multiple channels than in delivering a consistent and seamless customer service experience. How has the omnichannel customer experience gone awry?

Data Overload, Inefficiencies Plague Customer Call Centers

Customers are often left feeling unsatisfied after calling customer service to resolve an issue. Many wonder why the call agent seemed to know so little about their purchase history or prior complaints. What are the problems? According to a new report, it could be data overload. Many call centers are paralyzed by too much data, rendering them unable to meet customer needs successfully.

3 Ways to Make Your Customer Service Department a Holiday Success

Mall shoppersWith the holidays upon us, online and offline retailers alike are scrambling to prepare for Black Friday, Cyber Monday and all the days between now and New Year's Day. Previously, we discussed the link between customer experience and a successful holiday retail season.

To further highlight the relationship, CorvisaCloud, a cloud-based voice communication technology company, released survey findings that reveal why businesses should make customer service the priority this holiday season.

The Human Channel Puts a Face on Customer Service

Customer Experience, The Human ChannelI am writing this in a Starbucks on Fillmore Street in San Francisco. All around me people sit, ear-plugged in and laptop ready.

This is what I call the Starbucks Generation -- Gen Y or millennials -- who work from anywhere there is an internet connection. To successfully reach this Starbucks Generation, it’s important to leverage the various digital channels, especially The Human Channel.

Smartphone Users Frustrated with Customer Service, Report Claims

Consumers talk to companies through many channels — and they expect the company to know the details of their experiences with customer service, regardless of the channels involved. This expectation of “contextual customer service” is one of the findings in a new survey on customer service expectations for smartphone owners. 

Zoho Aims for the Enterprise with Customer Relationship Management App Update

Zoho announced upgrades to its customer relationship management (CRM) application today that it hopes will push it into the enterprise space through the addition of features like territory management, social network integration and custom modules.

Bloomfire Answers Salesforce Users' Dreams, Enterprises Benefit Too

It’s an old story, but all the innovation around us doesn’t make it any less true. Much of the information you need to win business (or to prevent losing customers) is inside your enterprise, right at your fingertips. The only problem is you can’t find it.

How to Optimize Mobile for Holiday Purchases [Infographic]

shutterstock_160053263.pngOnly nineteen more days until Cyber Monday — the day when customers, hungover from Thanksgiving meals and recovering from Black Friday brawls, go online to finish (or for some, start) their holiday shopping. Each year the competition to offer the best prices gets tougher. Those who are able to optimize their mobile channels will be the most successful.

Put Yourself in the Customer's Shoes for Great UX Design

Great Customer Experiences through DesignToo many companies approach design from their own point of view and too few really look at how customers actually use products, according to a report on user experience (UX) design. While the report looked specifically at the financial industry, the findings should resonate for any organization interested in helping customers through great design.

MetaVis Bashes Google with Office 365 Migration Tool

Microsoft has just taken another pop at Google, this time with the help of MetaVis Technologies. MetaVis, which develops software to help organize SharePoint and Office 365 environments, launched a new migration wizard that can quickly move content from Google Apps to Office 365.

With the expanded MetaVis Architect Suite customers can migrate File Shares, Google Drive, Exchange Public folder or SharePoint content to SharePoint 2013 and SharePoint Online.

Using Case Management to Boost Customer Service

Customer Experience,Customer Service with Case ManagementWe've all had it happen -- the good customer experience that wins our loyalty and the bad, which makes us share with anyone who'll listen why they shouldn't patronize a company. What follows are two stories of customer service with two different outcomes -- and a way to keep your customer service on the good side of your customers.

Maximize Social Marketing with Online Communities

There are more channels than ever before to connect with your customers -- and every business wants to understand how to maximize its customer-brand interactions.

But there is good news. The channels used to achieve these goals, including social media networks, online communities and customer relationship management (CRM) tools, are getting easier to manage and measure. In fact, consumers’ rampant use of social media has unleashed a treasure trove of data to help businesses sell.

Weekend Reads: Bridging the Content - Commerce Gap + Human Resources Needs Social Business

Weekend Reads: Bridging the Content - Commerce Gap + Why Human Resources Needs Social BusinessThe work week has ended, and the weekend has begun — which means it's time to sit back, relax and enjoy our weekend reads. This week in our features, we took a look at bringing content and commerce together. We also discussed enterprise document capture initiatives and why human resources and social business are a perfect fit. 

Mining for Opportunities: Social Media in Next Gen Contact Centers

Customer Experience, Mining for Opportunities: Social Media in Next Gen Contact CentersMore than ever, consumers use social media to spread the word about the brands they like and perhaps more importantly, those they don’t. One of the biggest challenges for organizations today is managing this flow of information about their brands, products and services that occurs in social media channels. 

Know What Customers Think Before It's Too Late

Customer Experience, Translating the New Age of Customer ExperienceIn the evolving customer experience landscape, where consumers talk about a brand 64 times more than they talk to a brand, it’s more important than ever for customer experience professionals to get to grips with what their customers are really thinking.

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