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Sean Gordon
Harnessing Video for Customer Advocacy
10/22/18 11:12 AM PT | E-Commerce Times | 2858 Words

It should be centrally located and a focal point of your post-purchase support, developed and advertised as a self-service station for your customers to scan through and consult.

Video instructionals are the focal point of the self-service knowledge base. The goal should...

Keith Regan
Siebel To Buy eDocs in $115 Million Deal
12/17/04 1:51 PM PT | CRM Buyer | 484 Words

EDocs' products focus heavily on reducing the flow of paper in a company and in using the Web, e-mail and other applications to encourage customers to choose self-service options whenever possible. Siebel offers its own suite of self-service applications.

Additional Payments...

Corinne Bernstein
ServiceWare Express for the Mid-Market
05/20/03 11:40 AM PT | CRM Buyer | 541 Words

The offering, dubbed ServiceWare Express, includes Web self-service , e-mail response management , chat and agent-facing tools, such as case management and reporting. The differentiating factor for ServiceWare is its long heritage in knowledge management for large enterprise applications , Joanie Rufo, research...

Richard Adhikari
Uber's Self-Driving Fleet Takes On San Francisco
12/14/16 3:28 PM PT | TechNewsWorld | 647 Words

Uber on Wednesday rolled out a fleet of self-driving cars in San Francisco, the second U.S. city to participate in its...

Vivian Wagner
E-Book Self-Publishing: Brave New Words
04/17/14 6:13 AM PT | TechNewsWorld | 801 Words

Mark and Lesleyann Coker wrote a novel called Boob Tube , based on her experiences and observations as a soap opera...

Jack M. Germain
Want Customization With That?
11/19/13 5:00 AM PT | LinuxInsider | 1585 Words

Self Service Your Software
One software developer's configurability feature might be another vendor's self-service customization design. That is the approach offered by software vendors such as Commence .

"With the self-service customization option, the user does not get the...

Jennifer LeClaire
StealthText Authors Self-Destructive Text Messaging
12/12/05 11:15 AM PT | TechNewsWorld | 620 Words

If another sequel to "Mission Impossible" makes its way to the big screen, Tom Cruise may receive his assignment via a...

Denis Pombriant
Helpshift Integrates With Salesforce
05/25/17 1:48 PM PT | CRM Buyer | 632 Words

Empowering Customers
Customer self-service once was thought to be the peak of customer empowerment, but we soon discovered that self-service systems were, in some cases, the same support systems used by agents -- but possibly with nicer front-ends.

That...

Alex Lebrun
5 Reasons to Love Automated Virtual Agents
06/11/10 5:00 AM PT | CRM Buyer | 1170 Words

This gives the user the self-reliance of self-service along with the option of speaking with a human if the need arises.

No Limit to Interaction: Ultimately there are limitations placed on many channels of proactive customer interaction, such as the phone or...

Charles Wooters and Daniel Marcu
Time for a Virtual Agent Reality Check?
07/17/09 4:00 AM PT | CRM Buyer | 949 Words

This is reflected in the significant investments many organizations have made in providing information, products and services through self-service channels. These twin goals are achievable, but there are numerous examples of one or both being sacrificed along the way. From a business perspective,...

Wes Hayden
Building Tomorrow's Virtual Contact Center Today
09/19/06 4:00 AM PT | CRM Buyer | 1287 Words

Many people don't realize that a revolution is taking place in the contact center as a result of self-service . Interactions that require standard scripting and basic answers are now being handled as self-service via the Web, or speech-enabled interactive voice response...

Brett Adam
Amazon Can Do IT - Why Can't You?
03/26/11 5:00 AM PT | E-Commerce Times | 886 Words

Starting with massive, self-service virtualization, Amazon has layered broader and richer abstractions on top, piece by piece, so that now -- with the announcement of the AWS Cloud Formation services -- customers can pretty much define, deploy and manage their own virtual...

Max Gladstone
Think, Then Measure: BI in the SMB
10/01/09 4:00 AM PT | CRM Buyer | 1028 Words

Self-Service BI for Increased Visibility
BI replaces spreadsheet-based static reporting methods with dynamic tools that put data at a manager's fingertips. The best data in the world, however, is useless if managers cannot interpret, access or manipulate it without help...

Jennifer LeClaire
Microsoft Buys CRM Communications Firm Colloquis
10/13/06 10:45 AM PT | CRM Buyer | 514 Words

"The telecom sector is trying to move towards a better customer experience online partly because of the economics of customer self-service," Kingston noted. "We haven't made customer self-service work and we really have to make it work for the customer and...

David Barrow
Cost Deflection Out, Customer Experience In, Part 1
08/29/06 4:00 AM PT | CRM Buyer | 959 Words


With companies seeking to squeeze every penny out of operating costs, by deflecting customers to use less expensive means of communication (the Web versus the phone), it seems we're stuck in self-service purgatory. In reality, this drive for cost deflection...

Erika Morphy
RightNow Buy Gives Oracle Extra Ammo Against Salesforce.com
10/25/11 5:00 AM PT | CRM Buyer | 584 Words

Oracle has scooped up RightNow Technologies , a cloud-based customer self-service application vendor, for a reported US$1.5 billion. The acquisition price is a hefty 20 percent premium over RightNow's closing price last week. The acquisition fills a missing gap in Oracle's cloud-based CRM...

Sundar Raghavan
10 Steps to Cloud Control
08/27/11 5:00 AM PT | E-Commerce Times | 1137 Words

Of course, that's not surprising, considering they tend to see only the benefits: self-service freedom, scalability, availability, flexibility, and the pleasure of avoiding various nasty hardware and software headaches. IT leaders, on the other hand, aren't always as enthusiastic. They worry about cloud...

Erika Morphy
MyCyberTwin: Your Customer Service Fantasies Fulfilled
07/01/11 5:00 AM PT | CRM Buyer | 640 Words

Imagine a customer service agent who can do virtually no wrong. She typically answers questions in about three seconds, with an...

Dana Gardner
The Interface Is the Analytics
05/15/10 5:00 AM PT | E-Commerce Times | 2850 Words

What you just mentioned there, Stan, is one thing I left off in my previous discussion, which is self-service information and exploration through hierarchical and dimensional drill down and also mashup in collaborative sharing of your mashups.

It's where the entire BI...

Jay Lyman
AOL Sheds Jobs Along With Subscribers
10/20/05 12:15 PM PT | E-Commerce Times | 613 Words

"I can only hope that AOL is finding that its members are using online knowledge-enabled tools to provide self-service support," Basex CEO and chief analyst Jonathan Spira told the E-Commerce Times. "When combined with a dwindling membership, the cut of 450 call...

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