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Denis Pombriant
Salesforce and the Machine
01/15/19 11:06 AM PT | CRM Buyer | 932 Words

CX on Steroids
Retail has gone through at least three iterations that can be summarized as 1) being assisted by a clerk, 2) self-service , and now 3) being assisted by a machine.

For example, the Einstein Recommendations API...

Sara Hicks
4 Retail Tech Trends to Watch in 2019
01/03/19 11:38 AM PT | E-Commerce Times | 1371 Words

Year over year, we see the numbers. In 2017, e-commerce represented 49 percent of all total retail growth , up 16...

Jack M. Germain
Kodachi Builds Privacy Tunnel for Linux
01/03/19 5:00 AM PT | LinuxInsider | 2019 Words

Online and Internet security are not topics that typical computer users easily comprehend. All too often, Linux users put their...

Chris Bucholtz
Top CRM Blogs of 2018: Countdown, Part 1
01/10/19 12:00 PM PT | CRM Buyer | 2521 Words

After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make...

Denis Pombriant
2019 CRM Wish List
01/03/19 8:45 AM PT | CRM Buyer | 896 Words

I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people...

Norty Cohen
Did Marketers Underestimate Their Competition in 2018?
12/05/18 10:40 AM PT | E-Commerce Times | 1188 Words

Looking back at 2018, there's one competitor we underestimated this year. It's slowly draining the attention of every human on the...

Denis Pombriant
Amazon's Shift
11/29/18 12:24 PM PT | E-Commerce Times | 823 Words

Andy Jassy, CEO of Amazon Web Services (AWS), on Wednesday told CNBC that AWS customers would be off all Oracle databases...

Denis Pombriant
Reining In Social Media Without Crippling It
11/23/18 9:40 AM PT | E-Commerce Times | 1023 Words

Earlier this year, in response to reports that Russian actors had used Facebook to disrupt the 2016 election, I wrote a...

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...

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...

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...

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...

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...

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...

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,...

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
Moxie Boosts Self-Service With Widgets, Crowdsourcing
10/01/12 5:00 AM PT | CRM Buyer | 431 Words

Moxie Software recently released two separate, albeit highly complementary, CRM self-service applications. Knowledge Spaces lets user embed self-serve elements throughout a website. In this example, the hypothetical company "SE Communications" has embedded "Most Popular Questions," and "Newest Solutions" on its front page. (click...

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