Articles
Tag: customer support (page 7)
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Gartner MQ for CRM Web Customer Service: Kana, Moxie Software, Oracle-RightNow Among Leaders
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. As in other fields, the report, "Magic Quadrant for CRM Web Customer Service Applications," is based on a
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[24/7] Brings Predictive Analytics to Live Chat Support
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. Customer experience technology provider [24]7 aims to make live chat
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How CallidusCloud Supports High Performing Salespeople
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.
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Aspect Partners with Lithium to Offer Social Tools for Customer Care
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.
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Customizing Customer Service Across Social Media with MediaFunnel
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.
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Gartner Report: Magic Quadrant for Contact Center Workforce Optimization
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? Gartner's "Magic Quadrant for Contact Center Workforce Optimization " report says they already are.
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Zendesk for Salesforce: Aims to Improve Customer Support Experience
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. Both Salesforce and Zendesk are continually working on improving their products by partnering or integrating with other products -- Zendesk recently
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Putting the Social into Customer Relationship Management
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.
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Revamping Customer Support in the Era of Customer Experience
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.
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IBM's Larry Bowden: Social Media, Sentiment Analysis, Rich Media Help Break Down CIO/CMO Silos
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
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SAP Launches Customer Experience Revolution #SAPTechEd
SAP is a big company that likes to take big steps. The SAP 360 Customer solution introduced at this week’s SAPPHIRE NOW/TechEd conference in Munich, which SAP says will “revolutionize” how companies engage with customers, certainly qualifies as a big step.
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Social CRM Is Not A Strategy - But You Do Need A Strategy To Succeed
Did your airline make you wait hours on end on the tarmac? Did your favorite online shoe merchant send you the wrong sandals for your trip to Bermuda? Poor customer experiences can quickly damage the reputation of your brand.
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Mavenlink and ViWo Launch Apps Domain Pros, Improve Google Apps Implementation
What happens when the number one application in the Google Apps Marketplace and the number one Google Apps SMB Reseller join forces? Introducing the Apps Domain Pros Today, Mavenlink, an online work platform and ViWo, a cloud solutions provider have combined assets and expertise to offer their applications
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The Current State of Social CRM [Infographic]
Just as companies are getting more comfortable with social media, they are still learning how to capture and take advantage of all the information they're gleaning from their fans and followers. This month we'll be exploring the role of Social CRM and how it can impact and improve the customer
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