Self-Service & Assisted Service
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Building Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
by Patricia SeyboldHow could your company benefit from building data gathering and interactive feedback into the products and services you offer? Learn how from Koko Fitness. -
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 Innovation Guide: Five Roles Your Customers Should Be Playing
How Engaged Are Your Customers in Shaping the Future of Your Business?
by Patricia SeyboldThis guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization. -
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. -
Landscape Forms’ Use of GE ColorXpress® Services Customer Innovation Center for a New Product Launch
Launching a New Product Line Based on Customers’ Input
by Patricia SeyboldLandscape Forms, an industry leader for the design and manufacturing of outdoor site furniture, worked hand-in-hand with GE ColorXpress® Services Customer Innovation Center experts to help create a bold new product line. -
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. -
Customized, Built-to-Order Products
Solutions that Are Configured by Me and Built for Me
by Patricia SeyboldWhen you enable mass customization, you’re designing all of your product development and manufacturing processes from the customers’ point of view—from the outside in. -
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.” -
Koko Fitness
Discovering Baby Boomers’ Health and Fitness Issues
by Patricia SeyboldKoko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes. -
National Instruments
A 30-Year History of Enabling Customer Innovation
by Patricia SeyboldNational Instruments fosters customer-driven innovation in many ways. -
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. -
Getty Images
Making It Easy for Image-Buying Professionals to Do Their Jobs
by Ronni MarshakGetty Images supports image-buying professionals in finding and licensing stock imagery and film for commercial use. -
Customer Service Tool Kit
Developing Your Cross-Channel, Cross-Lifecycle Customer Service & Self-Service and Support Search Initiatives
by Patricia SeyboldPSG Tool Kits help you identify requirements and make the right decisions. -
Branded Customer Service
Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service
by Patricia SeyboldThis book educates you about the differences between on-brand and off-brand customer service delivery. -
Survey: How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
by Susan AldrichIn March through May of this year, we surveyed 194 business and technology managers to identify the business and technology drivers behind customer service. -
Knova Self-Service V.6: Self-Service and Support Search Solution
Advanced Linguistics, Auto Classification, and Ontology
by Susan AldrichKnova Self-Service V.6, a solution for resolution management on customer support Web sites, incorporates a search engine that stacks up well against our self-service and support search solution evaluation framework. -
Nurturing Customer Loyalty in the B2B World
Know and Nurture Your Internal Advocates
by Patricia SeyboldWe spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies.
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