Customer Service & Support
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empolis:Service Lifecycle Suite
Configurable and Customizable KM Technologies for Self-Service and Assisted-Service
by Mitchell Kramerempolis:Service Lifecycle Suite is the KM-based customer service offering from empolis GmbH. Introduced in 1996, it has been implemented in 500 customer accounts across many industries. Use it to help your customers diagnose and resolve problems. -
Customer Service Company and Product Update 2Q2008
Strong Growth Continues in 2Q2008
by Mitchell Kramer2Q2008 was the 5th consecutive good quarter for customer service. Customer growth continued at a high level. Good financial performance followed. Product activity picked up a little. The big company news was the acquisition of InStranet by Salesforce.com. -
Customer Service Company and Product Update 1Q2008
A Surprisingly Strong 1Q2008
by Mitchell KramerCustomer Service suppliers began 2008 with a bang as a customer growth spurt that began in 2Q2007 continued in 1Q2008. Good customer growth meant good financial performance for all the customer service suppliers that we cover. -
B2C Ecommerce Evaluation Framework
How to Evaluate Software that Supports Consumers’ Shopping, Buying, and Account Management
by Mitchell KramerFor consumer customers, you use B2C software to support your consumer customer activities. In this report, we present our framework for evaluating B2C ecommerce software. -
IntelliResponse 5.6
Delivering One Answer to Each Customer Question
by Mitchell KramerIntelliResponse is the customer service offering of IntelliResponse Systems Inc. IntelliResponse is a customer service offering that complements site search and Internet search. It delivers answers to customers’ questions, not lists of documents. -
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update 4Q2007
Customer Growth and Big Deals Make for an Excellent 4Q2007
by Mitchell KramerAll of the customer service suppliers that we cover—ATG, eGain, InQuira, InStranet, KANA, KNOVA, and RightNow—had good fourth quarters Customer growth was the driver in 4Q2007 as it had also been in 3Q2007. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
by Mitchell KramerIn this report, we present customers’ requirements for customer service and describe how you can address those requirements to deliver an excellent customer service experience. -
Customer Support: Success with Knowledge Management
Best Practices from Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2, and Versatel
by Susan AldrichSeven companies share their success stories in automating the creation and use of knowledge assets for customer service. -
Best Practices in Customer Self-Service
Ten Ways to Make It Easy for Your Customers to Do Business with You
by Mitchell KramerThis report presents PSGroup’s 10 best practices in customer self-service. The 10 represent the current ideal based on our research on self-service technologies and on our consulting work with companies of all sizes across many industries. -
Customer Self-Service at Xerox
Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
by Mitchell KramerIn this customer-self-service test-drive report, I describe my experience in helping myself to customer service at xerox.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework. -
Customer Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation that Needs Significant Improvement
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at Sovereignbank.com by performing key activities of self-service Customer Scenarios. -
Customer Self-Service at Apple
Help Yourself to Perform a Wide Range of Customer Service Activities through a Great UI
by Mitchell KramerIn this customer-self-service test-drive report, I describe my experience in helping myself to customer service at Apple.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework. -
Self-Service Resolution: Cable TV Companies
Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences
by Susan AldrichThe search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario. -
Customer Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search
by Mitchell KramerIn this report, I de-scribe my experience in helping myself to customer service at comcast.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our customer self-service framework. -
Customer Self-Service at Verizon
Excellent Support for Key Self-Service Activities
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at verizon.com by performing key activities of self-service Customer Scenarios. -
Customer Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search
by Mitchell KramerIn this report, I describe my experience in helping myself to customer service at verizonwireless.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service. -
Let Customers Help Themselves
Offer Self-Service throughout the Customer Lifecycle
by Ronni MarshakThe fifth critical success factor originally introduced in Customers.com is “Let Customers Help Themselves.” -
Lessons in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
by Mitchell KramerThis report is a case study of my experience selecting, purchasing, installing, and using a BlackBerry, with communication services and customer service provided by Verizon Wireless and Verizon Wireless and billing by Verizon. -
Federated Customer Information
A Practical Approach to Breaking through Customer Information Silos
by Mitchell KramerCustomer information is the key to delivering a cross-channel, cross-lifecycle customer experience that makes it easy for your customers to do business with you. In this report, we describe a best practices approach for harnessing customer information.
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