Self-Service & Assisted Service
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KANA Service Experience Management 11
Process-Oriented Customer Service
by Mitchell KramerKANA SEM 11, the topic of this evaluation, provides the facilities and tools to design, orchestrate, analyze, and manage their fundamental customer service processes. -
Customer Service Company and Product Update 3Q2010
An Excellent 3Q2010 for Customer Service
by Mitchell Kramer3Q2010 was an excellent quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; eGain and Moxie Software earned Customers.com Customer Service Stars. -
IntelliResponse Answer Suite 6.0
Delivering "One Right Answer" to Customers' Questions
by Mitchell KramerIntelliResponse Answer Suite can deliver a single result, the “One Right Answer,” to the search queries that represent any and every customer service question; consider this offering as the front door for your customer service experience. -
Customer Service Company and Product Update 2Q2010
A Very Good 2Q2010 for Customer Service
by Mitchell Kramer2Q2010 was a very good quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; customer growth in the quarter was flat. -
I Need Help Now!
Providing Customer Support When and Where They Need It
by Ronni MarshakIn a crisis situation, customers need service fast, regardless of the details of their service level agreements. -
nGenera Knowledgebase 9.0
Excellent Knowledge Management, UI Content Management, and Analytics
by Mitchell KramernGenera Knowledgebase 9.0 is a widely used and well proven offering. New capabilities support social media and communities. Enhancements significantly improve the self-service UI and analytic functionality. Read our evaluation of it in this report. -
Customer Service Company and Product Update 1Q2010
A Steady 1Q2010 for Customer Service
by Mitchell KramerThis report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers. -
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
by Patricia SeyboldIn this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management. -
Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
by Mitchell KramerThis framework is designed to speed the evaluation of any of customer service product by analyzing its positioning, deployment, customer activities and channels supported, escalation facilities, key technologies, analytic functionality, and viability. -
The Wrath of Customers
Are We Blaming Providers for Things Beyond Their Control?
by Ronni MarshakSometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it? -
Customer Service Company and Product Update 4Q2009
A Very Good 4Q2009 for Knowledge Management-Based Customer Service
by Mitchell KramerThis report details the 4Q2009 customer growth, financial performance, product activity, and company activity of the 10 leading KM-based customer service suppliers. -
Salesforce.com: KM-Based Customer Service in Service Cloud 2
Salesforce.com’s First Release of Capabilities to Support KM-Based Customer Service
by Mitchell KramerSupport for KM-based customer service in Salesforce.com applications is provided by capabilities in Service Cloud 2, Customer Portal, and Salesforce Knowledge. These are new capabilities delivered with the Winter ’10 release in November 2009. -
Customer Service Company and Product Update 3Q2009
A Good 3Q2009 for Knowledge Management-Based Customer Service
by Mitchell Kramer3Q2009 was a good quarter for KM-based customer service. Customer growth improved and good financial performance resulted. Product activity was very high. KM-based customer service is positioned for a very good 4Q2009 and a strong 2010. -
Lithium Social CRM Suite
On-Demand Platform for Supporting Customer Communities
by Matthew LeesLithium Technologies’ Social CRM platform is an impressive set of SaaS applications interconnected via search, ratings and rankings, and many other integrated components. If your customer base is sizable enough, we recommend Lithium for your short list. -
An Unexpected Customer Experience with the Registry of Motor Vehicles
A Great Customer Experience Story
by Ronni MarshakThe Massachusetts Registry of Motor Vehicles provides an excellent customer experience when renewing your driver's license online. Obviously, whoever designed the site thought through the customer’s point of view! -
Customer Service Company and Product Update 2Q2009
KM-based Customer Service Rebounds in 2Q2009
by Mitchell KramerKM-based customer service rebounded in 2Q2009. Customer growth and financial performance improved over 1Q2009. Several suppliers made significant product announcements. Two suppliers did some M&A. -
How Well Do E-Tailers Handle Gift Giving?
A Customer Experience Framework and Customer Experience Test Drives
by Ronni MarshakCustomers are clear about the gift-giving features they want on e-tailing sites. We evaluate five sites, Amazon.com, Gifts.com, Lowes.com, MagicCabin.com, and Cafepress.com, against these criteria. -
Self-Service CX Performance
Response Time and Availability for Key Customer Self-Service Activities
by Mitchell KramerFrom the customers’ standpoint, the most critical performance metrics are response time and availability at the customer user interface (UI). If you can’t respond within their timeframes, then they’re going to abandon you for the competition. -
Customer Service Company and Product Update 1Q2009
After Seven Quarters of Growth, the Recession Catches Up to Customer Service
by Mitchell KramerThe recession slowed KM-based customer service in 1Q2009. Customer growth and financial performance slipped for all but two of our suppliers. -
Customer Service Company and Product Update 4Q2008
Still Growing and Going Strong!
by Mitchell Kramer4Q2008 was the 7th consecutive quarter of growth for KM-based customer service. Customer growth improved and good customer growth resulted in good financial performance.
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