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Erika Morphy
Bundled Service, Unbundled Customer Service
12/30/08 4:00 AM PT | CRM Buyer | 1168 Words

Do It Yourself
The application handles these requests with a robust search capability on the front end of the order system , he explained. "A rep -- or a user, if he comes in through a self-service application -- can...

Richard Adhikari
6 Ways E-Commerce SMBs Can Offer Great Customer Service on a Tight Budget
11/01/17 10:04 AM PT | E-Commerce Times | 537 Words

Among other things, software "can make a customer service team appear bigger than it actually is, with built-in solutions like a self-service hub."

4. Invest in Training
Technologies, equipment and customer needs constantly change, Duncan said, and both your company...

Richard Adhikari
Robots May Become Go-To Customer Service Reps
08/26/17 12:49 PM PT | CRM Buyer | 649 Words

Robots "can pick up where self-service in kiosks leaves off by humanizing some of the capabilities and using other sensory areas such as vision, hearing and speech to improve engagement," said Ray Wang, principal analyst at Constellation Research .

"The demand's...

Richard Adhikari
Customer Service Sucks? Blame Outdated Gear
08/12/15 5:00 AM PT | CRM Buyer | 551 Words

Aging systems make it more difficult for contact center staff to deliver quality service across self-service and agent-assisted channels, as well as manage front-office to back-office servicing, found the study , which was commissioned by Pegasystems .

In fact, only 21...

Erika Morphy
Zendesk Crystallizes Mobile Customer Service
12/16/14 10:22 AM PT | CRM Buyer | 566 Words

Using these, a company can offer Zendesk's self-service functionality -- specifically its Help Center, Chat or Tickets -- through a mobile app or another online channel.

There is growing demand for this level of functionality, Sam Boonin, VP of product at Zendesk...

Erika Morphy
Delta Banks on 19,000 Windows Phones to Ramp Up Customer Service
08/26/13 11:05 AM PT | CRM Buyer | 421 Words

Last year it debuted the Fly Delta app for iPad, its delta.com website and revamped self-service kiosks. Other high-tech customer service products include Fly Delta app for iPhone, Windows Phone, Android and Blackberry smartphones, and in-flight WiFi on more than 800 aircraft.

...

Richard Adhikari
IBM Suits Up Watson to Tackle Thorny Customer Service Problems
05/21/13 4:01 PM PT | TechNewsWorld | 665 Words

It will also be delivered as a cloud service to consumers' mobile devices for self-service .

"We use automated calling solutions today," said Jim McGregor, principal analyst at Tirias Research . "Using Watson technology just takes it one step closer to...

Carol Kline & Tina Valdez
SMBs and the Cloud: Size Does Not Matter
10/17/11 5:00 AM PT | CRM Buyer | 848 Words

As customers become more digital, social and mobile , small and mid-sized businesses have significant opportunity to improve customer satisfaction and...

Dana Gardner
The Industrial Engineering of Business Service Factories
01/24/11 5:00 AM PT | E-Commerce Times | 3378 Words

I'm a firm believer that the real success in cloud is going to come from designing systems that are inherently built to run in the cloud, whether that's about scale, elasticity, security , or things like multi-tenancy and self-service .

The...

Erika Morphy
IBM Moves Service Desks to the Cloud
12/08/10 9:36 AM PT | TechNewsWorld | 403 Words

IBM estimates that only 5 percent of service and support issues are resolved by self-service .

Why SaaS?
Using the SaaS model to deliver this functionality makes better sense for some companies, Chiang said.

"It is pay as you...

Maria Verlengia
NetSuite Offers Full-Featured, Mature Customer Service Cloud Options
12/06/10 5:00 AM PT | CRM Buyer | 797 Words

Online Portal
NetSuite's online portal allows customers to log in and enter their own ticket, track progress, access time-tracking capability, and use a knowledge base where they can find self-service resources such as support guides and tips.

Vendor communities...

Erika Morphy
The Critical Condition of Health Insurance Customer Service
05/12/08 4:00 AM PT | CRM Buyer | 1135 Words

... health insurance companies have plowed resources into self-service Web sites for their policyholders -- Web site portals that display page after page of details on coverage. A handful even provide systems for maintaining electronic health records. Yet the general perception, even among...

Erika Morphy
Government Customer Service: No Longer an Oxymoron?
06/27/07 4:00 AM PT | CRM Buyer | 709 Words

Flexible Approach
Many government agencies have grasped the need to move beyond the first e-government initiatives they deployed, such as self-service or dynamic Web pages. "That is the one channel citizens expect the government to have mastered. Now it is...

Martin Middlewood
SupportSoft Rolls Out Service Software
05/26/04 2:22 PM PT | CRM Buyer | 736 Words

The new Knowledge Center Suite facilitates both Web self-service and assisted service. For support representatives, the software is designed to automate creation of service and support knowledge documents, publishing, management and access. For end users, it provides fast, personalized answers to "how...

Erika Morphy
E.piphany Ships E.6 Service Module
08/23/02 7:36 AM PT | CRM Buyer | 413 Words

It includes self-service options, such as e-mail response , and an analytics component called E.piphany Insight for Service. The application is based on E.piphany's J2EE (Java 2 Enterprise Edition) foundation, an architecture that has been noted by the industry for its open standards...

Michael Mahoney
Report: E-tailers Still Facing Service Hurdles
12/15/00 5:57 PM PT | E-Commerce Times | 397 Words

E-tailers have a chance to pick up some of the customer service slack by using self-service help systems, which can make a big impact on service ratings and reduce costs. Currently, only 25 percent of the companies surveyed were using such online...

Erika Morphy
Parature from Microsoft Caters to Customer Service Pros
02/10/15 11:25 AM PT | CRM Buyer | 557 Words

The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. "We have been busy with the integration process," Duke Chung, director of Parature from Microsoft told CRM Buyer.

"We've also been working on more...

Dan Yalon
The Year of the Customer: Balancing Service and Efficiency
02/09/10 5:00 AM PT | CRM Buyer | 1087 Words

Growth in customer interactions: 44 percent of respondents expect increases in customer interactions -- those conducted over the phone, as well as alternate communication channels such as instant- and text-messaging and Web self-service .

Growth in customer interactions is also attributed to...

Erika Morphy
Kana Updates Self-Service Application
03/29/06 11:15 AM PT | CRM Buyer | 395 Words

Kana has updated Response, its e-mail response management application, and Response Live, its live chat and Web collaboration module. The...

Gene J. Koprowski
Study: Technology Firms Fare Poorly in Online Customer Service
01/10/06 5:00 AM PT | CRM Buyer | 818 Words

Web sites in the high-tech area score below other industries for usability with among other factors, heavier Web pages, and fewer self-service tools available, the study said.

Transparency and clarity of policies and practices continues to be a strength for the...

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What is the state of the Linux desktop?
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