Self-Service & Assisted Service
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American Customer Satisfaction Suffers Its Biggest Drop in Seven Years
What Are the Implications of the ACSI Decline?
by Brenda MichelsonThe 4Q 2004 American Customer Satisfaction Index suffered its largest drop since 1997. Since customer satisfaction drives consumer spending, almost $50 billion is at stake. Read about the ACSI and learn how to keep your share of the consumer pie. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences. -
QCE Resolutions
Focus on What Matters Most to Your Customers
by Patricia SeyboldAre you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas. -
ServiceWare Enterprise 5.7
Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search
by Mitchell KramerServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S -
PSGroup Bulls-Eye: Self-Service and Support Search
Which Providers Offer the Best Controls for Managing the Search Experience? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
by Susan AldrichThis Bulls-Eye is our ranking of the search management and tuning capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus. -
PSGroup Bull's-Eye: Self-Service and Support Search Solutions: Best Retrieval and Results Management
Which Providers Offer the Best Retrieval and Results Management? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
by Susan AldrichThis Bull’s-Eye is our ranking of the retrieval and results management capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w -
Kanisa Application Suite 6.1
Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems
by Mitchell KramerThe Kanisa Application Suite can help you support activities within the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. This report evaluates the Kanisa Application Suite against our evaluation frame -
Self-Service and Support Search Solution Comparison Matrix
EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus Compared to Our Evaluation Framework
by Susan AldrichThis report presents a side-by-side comparison of seven solutions against 23 criteria identified by our Self-Service and Support Search Solution Evaluation Framework. -
Primus Enterprise Search V.4 Self-Service and Support Search Solution
Classification and Context
by Susan AldrichPrimus Enterprise Search stacks up very well against our self-service and support search solution evaluation framework. -
Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
by Mitchell KramerThis report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite ad -
Putting E-Learning in the Context of Customers Scenarios
How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support
by Geoffrey BockWhether they are customers, business partners, or employees, adult learners in business situations seek solutions to their work-related issues. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers. -
FAST Data Search V 4.0 Self-Service and Support Search Solution
Pipelines, Information Management, and Dynamic Navigation
by Susan AldrichFAST Data Search stacks up very well against our self-service and support solution evaluation framework. -
Self-Service and Support Search Solution RFP Template
Patricia Seybold Group's Template for Preparing an RFP
by Susan AldrichYou can write a great Self-Service and Support Search Solution RFP in a short time using our outline and the Self-Service and Support Search Solution Evaluation Framework, and following our guidance. -
InQuira Self-Service and Support Search Solution
Advanced Linguistics, Dynamic Navigation, and Classification
by Susan AldrichInQuira 6.5, a premium search engine, stacks up well against our self-service and support search solution evaluation framework. -
Endeca ProFind V4.5 Self-Service and Support Search Solution
Dynamic Navigation, Team Support, and Concept Classification
by Susan AldrichEndeca ProFind, a premium search engine, stacks up well against our Product Search Evaluation Framework. -
Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!
Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!
by Patricia SeyboldCustomers need to be supported throughout their entire lifecycle, not just during the post-sales stage. Customer support should be the engine that drives your business process improvements. -
EasyAsk for Commerce V.9.1 Self-Service and Support Search Solution
Advanced Linguistic Processing, Dynamic Navigation, and Federation
by Susan AldrichEasyAsk for Commerce capabilities stack up well against our self-service and support search evaluation criteria. -
iPhrase OneStep V. 4.7 Self-Service and Support Search Solution
Advanced Search and Navigation, Email Deflection, and Analytics
by Susan AldrichiPhrase OneStep’s capabilities stack up well against our self-service and support search evaluation criteria.
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