Self-Service & Assisted Service
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RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries
Review of RightNow Service November '08 Release
by Mitchell KramerRightNow Service, the KM-based customer service offering from RightNow Technologies, has been implemented by more than 1,700 organizations since 1997. We recommend current release RightNow November '08 to consumer-oriented organizations of all sizes. -
How Adidas Moved to Smart Customization & Personalized Coaching
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldAdidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching. -
Customer Service Company and Product Update 3Q2008
Wow! Growth Continues in 3Q2008
by Mitchell Kramer3Q2008 marked the sixth consecutive quarter of growth for KM-based customer service. The biggest company news was Consona’s rebranding its suites of customer CRM and KM products as Consona CRM. -
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. -
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. -
IBM Sales Center for WebSphere Commerce
Rich Operational and Analytic Functionality Lets You Deliver Effective Assisted-Service for Ecommerce
by Mitchell KramerIBM Sales Center for WebSphere Commerce is IBM’s assisted-service for ecommerce offering. Sales Center was introduced with IBM WebSphere Commerce V6.0 in May 2006 and is available as a separately-orderable add-on. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
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. -
Why CRM Is the Wrong Answer to the Wrong Question
Are You Investing in the Right Stuff?
by Patricia SeyboldCRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be. -
IBM.com’s New Look: More Than a Face Lift
Using Service-Oriented Architecture to Provide an Adaptive Web Experience
by Patricia SeyboldIn June 2007, IBM launched its next-generation Web site and the framework IBM will use to provide a unified online experience across all IBM’s Web properties. This new site architecture and approach embodies a number of best practices. -
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. -
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
by Mitchell KramerIn this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes. -
High Technology Search and Navigation Test Drive
Finding Specific Information about FAST ESP, Google Search Appliance, IBM OmniFind Edition and Oracle Secure Enterprise Search
by Susan AldrichHow well do search vendors do at delivering information to their customers? Check out our test drive of FAST, Google, IBM and Oracle. -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
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. -
Integrating Community into Customer Support
What’s the Ideal Relationship between Customer Support and Your Online Customer Community?
by Matthew LeesThis report discusses the primary challenges involved and ways to address he task of integrating an online customer community into your existing mix of service offerings within your organization.
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