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Rob Enderle
The Massive Unintended Consequences of Self-Driving Cars
05/08/17 10:28 AM PT | TechNewsWorld | 1595 Words

I attended last week's opening of Intel's big new Autonomous Driving Lab in Silicon Valley, and it is an impressive effort....

Mark Tapling
Dissolving Customer Support Communication Barriers
12/11/09 4:00 AM PT | CRM Buyer | 997 Words

To help your company avoid pitfalls like these in the New Year, focus on providing customers with a more positive self-service experience by reducing communication barriers. Following are three recommendations to help companies' self-service efforts succeed.

Beef Up Your Web Site

Caroline Crilly
The Age of Customer Self-Care
07/27/05 5:00 AM PT | CRM Buyer | 640 Words

Today, the first place your customers look for help is online . Gartner Group has estimated that capturing a new customer...

Geoff Galat
Helping Those Who Help Themselves
11/01/10 5:00 AM PT | CRM Buyer | 822 Words

Despite these daunting conditions, businesses are increasingly moving to online self-service applications. Offering the potential for significant cost savings, online self-service can also help to set a competitive edge.

For instance, think of the bank that lets its customers deposit a check...

Bruce Pollock
Speak to Me: Natural Language and CRM Applications
05/09/08 4:00 AM PT | CRM Buyer | 1030 Words

In reality, natural language speech self-service is probably the closest and best alternative to delivering cost-effective and customer-friendly service -- especially when the product or services mix is complex. When properly designed and implemented in your CRM system , natural language speech recognition...

David Jones
Google, Fiat Chrysler Team on Self-Driving Minivans
05/10/16 3:00 PM PT | TechNewsWorld | 571 Words

Google's Self-Driving Car Project and Fiat Chrysler last week announced that they would integrate autonomous vehicle technology into 2017 Chrysler...

Srini Rangaswamy
Ready, Aim, Converge for Smarter Commerce
06/13/11 5:00 AM PT | CRM Buyer | 1151 Words

Driving Trends
There are several trends driving the shift including the desire to do the following: Deliver a B2C-Like Experience: Despite the presence of online self-service solutions, a significant percentage of transactions are still processed manually behind the scenes. As...

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...

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...

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...

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.


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...

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