Customer Service & Support
- « previous
- Page 4 of 9.
- next »
-
What Do I Do Now?
When Customers Are in Crisis, How Well Do You Support Them?
by Ronni MarshakCrises are great opportunities to gain customer loyalty for life. How your brand and your organization rally to help customers in crisis is often the make or break point in any customer relationship! -
Customer Service Supplier and Product Update 1Q2012
1Q2012 Was Another Mixed Quarter
by Mitchell Kramer1Q2012 was not a good quarter for customer service; customer growth and financial performance were down; product activity was mixed; companies were quiet. Salesforce.com, however, had a big quarter. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Customer Service Supplier and Product Update 4Q2011
Quarterly Update of Vendors and Products: Mixed Results for 2011
by Mitchell KramerEach quarter, we provide a round-up of product and company activity for the top suppliers of customer service solutions: Astute Solutions, Attensity Group, Consona CRM, eGain, IntelliResponse, KANA, Moxie Software, Oracle, and Salesforce.com. Here’s the update as of Q4 2011. -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
Offshore Customer Service
Don’t Damage Your Brand by Allowing Inferior Service—No Matter Where It Is Provided
by Ronni MarshakDoes offshoring your call center impact your brand? It does if the quality of service goes down. Avoid the pitfalls of the most common offshore customer service offences. -
Salesforce Radian6
Social Network Monitoring, Analysis, and Interaction
by Mitchell KramerRadian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management. -
Customer Service Supplier and Product Update 3Q2011
3Q2011 Was a Quiet Quarter for Customer Service
by Mitchell Kramer3Q2011 was quiet quarter for customer service. Customer growth was mixed but mostly down, mixed financial performance resulted, there were few product or company announcements. The biggest company news was Oracle’s acquisition of RightNow. -
Salesforce.com Service Cloud Winter '12
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce Service Cloud Winter ’12 addresses customer service requirements for B2B and B2C organizations of all sizes across many industries in all geographies; if you’re already a Salesforce Sales Cloud user, Service Cloud could be your best fit. -
Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment. -
Customer Service Supplier and Product Update 2Q2011
A Mixed 2Q2011 for Customer Service
by Mitchell Kramer2Q2011 was a mixed quarter in customer service, mixed in customer growth, financial performance, products, and company activity. -
RightNow CX May 2011
Cross-Channel Case Management, Knowledge Management, and Account Management
by Mitchell KramerRightNow CX May 2011 is the current release of the CRM Suite from RightNow. Its customer service capabilities comprise facilities for case, knowledge, and account management. Its support for process-oriented assisted-service is its strongest feature. -
Customer Service Supplier and Product Update 1Q2011
A Good 1Q2011 for Customer Service
by Mitchell Kramer1Q2011 was a good quarter in customer service across customer growth, financial performance, products, and company activity. Three of our suppliers—Attensity Group, KANA, and Salesforce.com—earned Customers.com Customer Service Stars for the quarter. -
Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes
by Ronni MarshakDell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems? -
Customer Service Supplier and Product Update 4Q2010
A Good 4Q2010 and an Excellent 2010 for Customer Service
by Mitchell Kramer4Q2010 was a very good quarter for customer service, 2010 was an excellent year; see how 10 customer service suppliers performed. -
Moxie's Knowledgebase
Excellent Knowledge Management, UI Content Management, and Analytics
by Mitchell KramerMoxie Software Knowledgebase, formerly nGenera Knowledgebase, is a widely used and well proven offering deployable on premise or in the cloud. Winter Release 2010 is the current release that improves search and the UI and adds the Moxie brand. -
Consona Knowledge Driven Support 1.0
Combining Case Management and Knowledge Management
by Mitchell KramerConsona KDS 1.0, the topic of this evaluation, combines case management and knowledge management capabilities to provide product support for high-tech organizations.
- « previous
- Page 4 of 9.
- next »
