Articles
Tag: customer support (page 6)
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Collaboration and the Future of Customer Support
In the past, the role of collaboration technologies was to help customer support reps work with each other on what I call “exception cases.” These are the 20% of cases that are not solved by the FAQ, or first line support.
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Amazon Unveils Kindle Fire HDX Tablets With Built-In User Support
Amazon's new Kindle Fire HDX tablets are devices for everyone, so one of the new features is an automatic video help system to provide tech support. That and an improved screen and specs should see further growth in Amazon's content empire.
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Zendesk Introduces the Help Center to Help with Customer Self-Service
Customer service is slowly moving toward a more self-service model, and organizations need to consider how that model will fit in their current customer service strategy. Zendesk, a provider of cloud software, now offers a Help Center platform to support the technical implementation of that self-service model.
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Forrester/KANA Report: Customer Service Falling Short in Omni-Channel World
From the KANA-sponsored Forrester report So many channels, so little time. That might be the consumer’s lament, if he or she could voice one.
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The Real Value of Social Media for Customer Service
Interacting with customers on social media carries risks and benefits for companies, but the opportunities can outweigh the risks when you understand your customer's needs, wants and habits and use this knowledge to shape your customer service. Social media usage is increasing at a frenetic pace, with more than 67% of all Internet users now participating on social networking sites. This is
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Listening to Customer Feedback is Great; Acting on it is Better
This weekend, I stayed at a chain hotel while traveling on business. This particular hotel offered a free breakfast until 10 a.m. as an amenity, and as a former journalist I naturally gravitate toward free food.
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Gartner MQ: CRM Customer Engagement Center - Oracle, Pegasystems, Salesforce Lead, Microsoft, SAP Challenge
Our first look at Gartner’s Magic Quadrant for CRM Customer Engagement Centers (CEM) showed a market littered with obsolete business applications. However, the three vendors in the Leader’s Quadrant -- Oracle RightNow Cloud Services, Pegasystems and Salesforce -- appear to be bucking that trend.
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Instaply Launches Customer to Business Texting Platform
Instaply entered the customer service fray today with its launch and release of its Mobile Customer Interaction Platform (MCIP), a product that allows customers and businesses to communicate with another via text messages.
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KANA Updates Customer Service Suites for Mid-Market + Government
Customer service suite KANA Express now supports mobile devices. Customer service provider KANA Software has been having a busy summer.
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MindTouch Announces Product Experience Platform
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.
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Make Mobile Apps Stickier with UserVoice's Updated Customer Support
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
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Freshdesk Adds Customizable Themes to Customer Support Platform
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.
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LiveChat Redesigns its Product to Improve the Chat Experience
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.
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How the Technology Support Experience Impacts the Customer Experience
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.
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