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Keith Regan
Suit Accuses Google of Overbilling AdWords Clients
08/09/05 11:12 AM PT | E-Commerce Times | 684 Words

Self-Service or No Service
The complaint suggests that Google did not live up to promises made to advertisers in the AdWords program that they could set a dollar-amount cap above which they would not be charged for click-throughs in any...

Jennifer LeClaire
Post-Holiday Follow-Up Provides Opportunity for E-Tailers
01/06/05 7:52 AM PT | E-Commerce Times | 528 Words

However, historical data show that January is even busier than December -- and more valuable for building and solidifying customer loyalty , according to BroadVision , a global provider of personalized self-service Web applications . Post holiday activity increased 36 percent from 2002...

Erika Morphy
Genesys Goes After Market Share With VoiceGenie Buy
04/06/06 1:36 PM PT | CRM Buyer | 412 Words

Genesys has announced plans to acquire VoiceGenie, a provider of self-service voice applications -- a move that is expected to solidify the drive to determine which standard will dominate the industry. The acquisition of the privately held firm, which is expected to close...

Lou Hirsh
The Unsung Heroes of E-Commerce
12/14/01 10:30 PM PT | E-Commerce Times | 1010 Words

Self-Service Emphasis

By bringing all of its sales channels under one roof, company officials say Dow is able to service customers more accurately, and at less cost than phone and other methods.

"Self-service is something we're striving for,"...

Philippe Gaillard
Personalized Customer Care: It's More Important Than You Think
03/06/07 4:00 AM PT | CRM Buyer | 1186 Words

The Self-Service Option
One final, yet tactical, strategy which helps companies enhance personalization -- without compromising internal bandwidth -- is by placing the power in the customer's hands, literally, with a customer self-service portal .

Providing this tool serves...

Richard Adhikari
AI-Driven Marketing Offers High Hopes to B2B Firms
08/08/18 10:36 AM PT | E-Commerce Times | 1159 Words

Versium's LifeData Predictive Lead Score service, launched in 2016, is a self-service solution that lets marketing professionals, agencies and application providers rapidly build predictive models and visualize a marketing campaign's projected performance without requiring expertise or experience in data science.

The...

Vivian Wagner
Helpshift VP Tushar Makhija: Not All Customers Will Help You Make Money
10/17/17 2:21 PM PT | CRM Buyer | 798 Words

The next five to six years were all about self-service , so technology started building up. Today, it is not about time-to-resolution or handling time. It is all about the time-to-cure. That is, how quickly can you identify the problem and stop...

Vivian Wagner
Nanorep CTO Amit Ben: Chatbots Should Be Useful, Not Human
07/12/17 3:46 PM PT | CRM Buyer | 835 Words

In this exclusive interview, Ben explains how companies that offer highly automated self-service tools can make the customer experience highly personal.

Nanorep CTO Amit Ben

CRM Buyer: What is personalized self-service, and why is it important?

Amit Ben: When you...

Robert Johnson
Customer Support in the Digital Age: Collaborative, Personal
09/08/15 5:01 PM PT | CRM Buyer | 739 Words

A robust self-service option is a must: Often, the quickest way to resolve an issue is to give customers a way to find answers themselves. How-to videos, FAQs, knowledge bases and user community portals are a great way to help customers find...

Erika Morphy
Desk.com Support: Video Is the New Manual
08/11/14 11:26 AM PT | CRM Buyer | 528 Words

... has debuted a new feature for its Salesforce Desk.com Support Center: video support for knowledge-based self-service offerings. Desk.com Video Support Center allows users to embed video content from any of the major video platforms in their online customer service offerings. There is...

Erika Morphy
Wireless Customers Warm Up to Online Buying
08/19/13 5:00 AM PT | CRM Buyer | 399 Words

... customers are generally much happier with the quality of service they receive from providers via the companies' self-service websites than through other outlets, a new survey from J.D. Power reveals. In addition, they're happiest with AT&T among service providers, the study found.

Dana Gardner
Mythbusting the Private Cloud
07/25/11 5:00 AM PT | E-Commerce Times | 2482 Words

Does virtualization equal private cloud -- yes or no? Our customers are asking for the end-user organizations to be able to access their IT services through a self-service portal .

But a private cloud isn't just virtualization, nor is it one virtualization...

Dana Gardner
Cloudgazing: What Does the Rebound Have in Store for IT?
03/14/10 5:00 AM PT | E-Commerce Times | 2216 Words

Jim Kobielus: Number one: IT is increasingly going to in-source much of BI development of reports, queries, dashboards, and the like to the user through mash up self-service approaches, SaaS , flexible visualization, and so forth, simply because they have to.

...

David White
Putting Support Centers In High Gear With Enterprise Search
01/28/10 5:00 AM PT | CRM Buyer | 981 Words

Secondly, many organizations have been able to reduce call volume by providing self-service customer support via an online portal . However, this is only an improvement if customers are able to find the information they need to resolve their issues. If customers...

Bill Grubner Jr.
Emergency Communications Systems: 5 Do's and 5 Don'ts
11/18/08 4:00 AM PT | CRM Buyer | 2398 Words

Although typically agencies try to divert traffic from live assistance to self-service during emergencies, peak demand is difficult to manage . At peak capacity, demand can quickly overwhelm even multiple systems. A major emergency too often overloads the local authority's response system in...

Erika Morphy
Avaya Aims to Shore Up Efficiencies With New Communication Tools
11/10/08 4:00 AM PT | CRM Buyer | 815 Words

Kevin Kennedy, who will be taking over as CEO in January, is appearing at VoiceCon on Monday to unveil the new products: a contact center product focused on outbound messaging and self-service , a speech-to-text application, and a unified communications package that bundles...

Erika Morphy
RightNow CEO Greg Gianforte: Big Bang CRM Has Fizzled Out
09/25/08 4:00 AM PT | CRM Buyer | 1059 Words

Gianforte: First, continued best-of-breed in e-service, including Web self-service , chat and e-mail management. That is our calling card. We are continuing to invest heavily in those areas.

For example, in August we introduced guided assistance -- a case-based diagnostic tool...

Erika Morphy
RightNow Adds Chat to Feedback Offering
05/27/08 4:00 AM PT | CRM Buyer | 598 Words

Phone, E-mail, Web and Now Chat
In keeping with its self-service roots, RightNow began introducing feedback functionality a little over a year ago in the form of satisfaction surveys delivered over the phone, via e-mail, on the Web -- and...

John Federman
Creating Opportunities to Chat With Online Customers
08/07/07 4:00 AM PT | CRM Buyer | 1343 Words

The Right Contact at the Right Time
The reality is that most companies would prefer not to have every customer inquiry result in a phone call or chat, and they invest heavily in providing self-service tools to address basic customer...

Erika Morphy
New Genesys Releases Target Ease of Deployment
05/05/06 9:10 AM PT | CRM Buyer | 406 Words

The Genesys Customer Interaction Portal for Self-Service signals a new direction for the company, according to David Radoff, spokesperson for Genesys.

It is aimed at managed service providers, he told CRM Buyer. "Any third party that is implementing an application can use...

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Salesforce Commerce Solution Guide
What do you see as the biggest obstacle to mainstream adoption of video calling?
Too many steps are required to reach a contact.
Video quality is often poor -- dropped calls, frozen images.
There's no advantage to face-to-face communication in most cases.
Too many people feel uncomfortable on live cameras.
There are too many security and privacy issues.
The trend is away from personal engagement and toward texting.
The obstacles are fading, and video calling is well on its way to adoption.
Salesforce Commerce Solution Guide