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Vincent Deschamps
Customer Service: Now More Than Ever...
11/07/08 4:00 AM PT | CRM Buyer | 1161 Words

Typically, 95 percent of the activity in a customer service department involves voice -- customers dialing in for self-service via automated IVR or for help from a customer service agent. Even with the availability of chat, e-mail , fax, and the Web,...

Erika Morphy
Genesys Unites Self- and Assisted-Service
02/14/03 11:05 AM PT | CRM Buyer | 547 Words

However, an acquisition last year -- plus careful attention to pricing trends -- has led Genesys to straddle the service fence, with one foot firmly planted in its familiar assisted terrain and the other stepping into self-service technology. "I think one of the...

Erika Morphy
eGain Introduces Service 7.6
10/31/06 10:33 AM PT | CRM Buyer | 455 Words

... Communications on Monday released the latest iteration of its self-service application, eGain Service 7.6. New features include guidance on complex customer interactions and tweaks to security , as well as additional process improvement. The changes, eGain CEO Ashu Roy told CRM Buyer,...

Denis Pombriant
Generating Sales in the Service Center
01/26/05 5:00 AM PT | CRM Buyer | 975 Words

Quite a few companies are offering solutions that provide automated customer service in one way or another. There is a lot...

Corinne S. Bernstein
SupportSoft Service and Support Automation
01/03/03 4:00 AM PT | CRM Buyer | 543 Words

Key to that is ensuring that support becomes a forethought, not an afterthought, Dale told CRM Buyer Magazine. "We consider ourselves a leader in proactive support, self-help, self-service support and assisted support," he said.

SupportSoft's Resolution, Service Automation and Customer Satisfaction...

Martin Middlewood
How Remington Self-Serves Its Customers
06/22/04 5:52 AM PT | CRM Buyer | 1091 Words

Currently, Remington has claimed to have saved more than $530,000 each year using RightNow self-service technology. Through attrition, the company has reduced its CSR staff by five, for a total of 14, each of who handle between 16,000 and 18,500 calls per...

Denis Pombriant
Customer Service Takes a Turn
01/04/17 3:17 PM PT | CRM Buyer | 625 Words

So there's a decided bias for self-service where possible.

However, we need to ensure that there are graceful transitions from the channels to agents, or we risk a backlash. As a matter of fact, some amount of backlash in the form of...

Richard Adhikari
Sprint to Lay Off Thousands of Customer Service Reps
01/28/16 12:32 PM PT | CRM Buyer | 655 Words

Switching to Self-Service
Consumers are redefining the future of customer service, a study commissioned by BT and Avaya found.

Customers are happy to serve themselves through websites and mobile apps, but they have high expectations for quality service once...

Maria Verlengia
Salesforce.com's Service Cloud 2: 'Democratic' Customer Service
11/22/10 5:00 AM PT | CRM Buyer | 692 Words

Customers have since moved to new channels, including self-service , mobile connectivity, and social media such as Twitter and Facebook .

Even Google search can function as a customer self-service method, he noted.

Service Cloud 2 works to connect old and...

Erika Morphy
Talisma 7.0 Integrates Customer Service Features
03/01/06 2:18 PM PT | CRM Buyer | 415 Words

The software integrates multiple communication channels, including e-mail , chat, Web self-service and phone. Able to handle million of interactions, Talisma 7.0 can be deployed on-site or on-demand. This is the first application that has fully integrated KnowledgeBase.net's self-service functionality. Talisma acquired the...

Erika Morphy
Kana Launches On-Demand Service App
01/24/07 8:35 AM PT | CRM Buyer | 403 Words

... year and a half after its first foray into the on-demand space, Kana has introduced the third leg of its Software-as-a-Service (SaaS) CRM suite -- a self-service application. This release is available as a stand-alone product or as part of an integrated...

Nitin Lehri & Manveer Aulakh
Customer Service in GCC Retail Banks Is a World Apart
03/29/11 5:00 AM PT | CRM Buyer | 2058 Words

Service request management: CRM supports customer interactions through various modes like self-service (online and email), call centers, front desks and field service . A devoted system that will capture the issues, complaints and concerns of customers coming in from various channels will...

Maria Verlengia
Soffront Offers a One-Stop Customer Service Shop
12/27/10 5:00 AM PT | CRM Buyer | 830 Words

With helpdesk, knowledge management, customer portal , email auto response , project management, and mobile access capabilities, Soffront prides itself on...

Mark Angel
The Social Piece of the Customer Service Puzzle
12/17/09 4:00 AM PT | CRM Buyer | 1396 Words

This discipline was dubbed "eService" and touted as an entirely different way of providing value to customers. eService came in a variety of flavors: Web self-service , email , SMS , instant messaging, to name a few. Many people felt that eService was...

Richard Adhikari
Excellent Customer Service Requires Emotional Intelligence
08/04/17 1:36 PM PT | CRM Buyer | 651 Words

Telcos are turning to self-service , automation and artificial intelligence applications like chatbots, but these tools are appropriate only in some scenarios, InMoment suggested.

In many parts of the telco customer journey, positive human interactions are essential and contribute to a...

Katherine Noyes
Lowe's Gives Robotic Customer Service a Good Name
10/28/14 3:44 PM PT | CRM Buyer | 532 Words

"Look at how successful self-service kiosks have been in almost every application," he said. "The idea of talking to a machine is still a little foreign, but I think people will get over that pretty quickly. Meanwhile, Lowe's gets to address one...

Richard Adhikari
Microsoft Buys Cloud Customer-Service Firm
01/07/14 12:50 PM PT | CRM Buyer | 480 Words

Parature's technology will add self-service , support ticketing and other capabilities to Microsoft Dynamics.

Microsoft reportedly will pay US$100 million for the company.

"Once the deal closes, Parature will become part of Microsoft," Parature cofounder and CMO Duke Chung told CRM...

Erika Morphy
SugarCRM Adds New Service Functionality
03/26/07 4:00 AM PT | CRM Buyer | 601 Words

In April, it will be announcing the availability of a self-service portal and a knowledge base application, Chris Harrick, director of marketing, told CRM Buyer.

Another sign of the company's growing maturity is its first global developer conference, scheduled for May in...

Richard Adhikari
AI Self-Service: Smile for Your Supper
12/21/17 7:00 AM PT | CRM Buyer | 642 Words

Cali Group and NEC on Tuesday announced a pilot program using kiosks equipped with facial recognition software and artificial intelligence to...

John Hall and Jaime Scott
Finding the Contact Center's Service/Profitability Sweet Spot
06/08/10 5:00 AM PT | CRM Buyer | 1147 Words

Consider self-service or digital-only channels. Clearly, these represent a reduced level of customer service, but they carry lower potential costs that can be passed back.

The sweet spot in customer delivery can be a moving target, often moving faster in times of...

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