Access "When it comes to online engagement, the pressure's on"
This article is part of the October 2013, Volume 1, Number 5 issue of Today's customer service starts with mobile, social consciousness
I bought my son a gaming headset for his birthday. The thing arrived dead on arrival. Trying to reach the maker's customer support, I found that contact could be made only through an email form, which generated an automated reply, but ultimately no interaction with a live representative. After several days of waiting, I found the company on Facebook and left a subtle message on its wall. Bingo, instant response. But for old-school users like me, it still wasn’t very satisfying that the traditional channels of communication were unsupported. For more on online engagement Get the upper hand in social media strategy Don’t get hung up on call centers The story illustrates a not-so-unusual problem: an inability to interact with customers whenever and however they want. And while more companies, like the handset maker, are looking to Twitter and Facebook for first contact these days, many others are just looking to establish a presence there. The Metropolitan Utilities District of Omaha, Neb., for example, was "stuck" with just a call center while its customers ... Access >>>
Premium Content for Free.
ECM project ushers in BPM at Rehmann Financial
by Lauren Horwitz
An enterprise content management project to eliminate paper and shore up compliance morphed into a business process management initiative.
Multichannel integration is the next step for customer service
by Stephanie Neil
There have never been more ways to connect with customers. That's why forward-thinking companies are integrating data across channels.
Customer experience metrics: How do you measure happy?
by Lena J. Weiner
Customer experience metrics are growing in popularity. But, at a time when organizations want to measure everything, what are the important data points to measure?
- ECM project ushers in BPM at Rehmann Financial by Lauren Horwitz
Will upcoming Google Web Designer fix Java pros' Android problem?
by Cameron McKenzie
Mobile developers are hoping for something a little different in the upcoming Google Web Designer kit: a better way to program apps for Google's popular OS.
Social media for business forces changes to enterprise architecture
by Jan Stafford
Social media can be a boon for businesses, but they’re challenging classic approaches to enterprise architecture -- and changing it.
Mobile computing backlash: App modernization needs on the rise
by Jan Stafford
Mobile computing is on the rise, and application capabilities are having a hard time keeping up with the latest devices.
- Will upcoming Google Web Designer fix Java pros' Android problem? by Cameron McKenzie
The buzz: Location intelligence software puts data on the map
by Ed Burns
Some businesses have a lot to gain from location intelligence, but it isn't the right destination for every industry.
- The buzz: Location intelligence software puts data on the map by Ed Burns
When it comes to online engagement, the pressure's on
by Scot Petersen
Business as usual won't cut it in a world where the customer has so many ways to reach out to, well, anyone. Business and IT leaders should heed the customer's call.
Stretch the benefits of financial benchmarking
by Mary Driscoll
Financial benchmarking can uncover and eliminate bottlenecks, speed up processes and give the entire business a boost.
Bow down to the IT ROI throne on all BI projects? Fuggedaboutit!
by Craig Stedman
You can't demonstrate a projected return on investment for a proposed business intelligence or analytics project? Maybe you shouldn't have to.
- When it comes to online engagement, the pressure's on by Scot Petersen
More Premium Content Accessible For Free
New talent management software transforming HR
Human resources departments have long been associated with rubber stamps and reams of paper forms. But new talent management software -- technology ...
HTML5 rewrites the rules on website, mobile app development
For Web and mobile application developers, advances in HTML5 mean big changes. The fifth iteration of the Hypertext Markup Language has freed ...
Determine if NoSQL databases are right for your organization
NoSQL databases offer more flexible alternatives to mainstream relational software, particularly for big data applications. But NoSQL offerings ...