Customer Support News & Articles

Knowledge is your greatest asset when it comes to attracting, gaining and supporting your customers. The MindTouch Product Experience Platform can help you leverage that knowledge across all your customer channels seamlessly.

Mobile apps have a new weapon in the battle for customer eyeballs, a fight often lost because a company is too focused on getting new customers instead of nurturing current ones. UserVoice, a customer support vendor, has released a tool meant to increase customer engagement, and generate richer feedback right inside the app itself.

Ever feel that online customer support has all the impersonality of a bot? Customer support provider Freshdesk wants to counter that feeling. This week, the company is introducing customization capabilities to its platform so that businesses can personalize their support.

Real-time live chat software tool, LiveChat, which provides sales and support for eCommerce sites has updated its flagship product. This update is centered around a design change that helps with seamless chat adoption, as well increased speed and workflow for customer service representatives.

In December, Support.com released Software as a Service (SaaS) licensing options for its Nexus service delivery platform. Since then they’ve been able to examine the ways providers are using the suite of cloud-based applications, foundation services and business analytics to learn from their behaviors and improve the technology support experience.

There's a new Magic Quadrant Report out from Gartner that focuses on vendors providing one of the most critical tools in a company’s online toolkit -- CRM Web Customer Service Applications. 

Live chat is becoming an increasingly important part of the customer support experience. But in many cases, the service customers receive via live chat is siloed from service they get via other channels and not targeted to their specific needs.

Most organizations use financial incentives to drive performance among their sales staff. However, money alone is not enough to guarantee good performance (even among salespeople). Here's how one vendor can help.

Customer contact vendor Aspect Software is joining the social media bandwagon. The Chelmsford, Massachusetts-based company has announced its cloud-based Aspect Social, a partnership with Lithium Technologies that provides tools for contact center agents to engage with customers via social media.

Looking for best practices for how to deliver the best possible brand experience to customers and prospects in the social channel? Today is your lucky day. MediaFunnel, a social media management platform has released a set of innovative, customizable customer service quality assurance protocols designed to do just that.

Customers are in charge now, so should more companies invest in their contact centers to help improve the front lines that keep those customers happy?

Customer relationship management provider, Salesforce has integrated with Zendesk, a help desk software provider, to create Zendesk for Salesforce, a tool designed to improve the customer help experience.

The customer has always been king, but social media -- Facebook, Twitter, texts, chat, forums and email -- have profoundly affected customer expectations, giving them more power and influence and changing customer relationship management in ways we could never have imagined even a decade ago.

Over the last 10 years social technologies have dramatically changed the way we work together and interact with customers. This is having a profound impact on how companies approach customer experience, support and documentation. As the digital social landscape evolves and matures, so must
our innovation and adoption of social tools.

The growing marketing and customer care related trends of social media, sentiment analysis and rich media are helping break down the traditional silos between CIOs and CMOs, according to Larry Bowden, VP of Web Experience for IBM. Bowden discussed these trends and the increasing “de-siloization” of the marketing and IT departments with CMSWire.