Online customer service
- May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
- January 26, 2017
While it may be beneficial in the long run, creating AI software requires patience, investment and the right cast of employees. For one company, the investment paid off.
- April 17, 2015
Companies now see online self-service options as a must-have for customer experience strategy.
- March 19, 2015
To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.
- November 25, 2014
Industry watchers say retailers need to exploit mobile devices and community forums to end the race to the bottom of deep discounting.
- October 03, 2014
Collaboration software company Atlassian acquired 40,000 customers -- with no sales team. It uses self-service to hack into the traditional sales model.
- April 03, 2014
At the AIIM 2014 conference, Guy Kawasaki outlined three pillars of behavior common to companies that have mastered the art of customer enchantment.
- March 03, 2014
Community software gives customers a new avenue to voice their opinions and grievances, but high-touch interaction is still part of customer service.
- March 03, 2014
Customer support software exploits community forums to address customer support issues in a low-cost way.
- July 16, 2013
SearchCRM's Lena Weiner looks to an episode of Gordon Ramsey's Kitchen Nightmares for some key examples of mistakes to avoid when launching a social CRM initiative.
- March 29, 2012
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
- March 20, 2012
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference.
- March 07, 2012
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver.
- February 27, 2012
Better technology and consumers eager to avoid phone calls are increasing the use of virtual agents for customer service, but one pioneer is adding them to online sales as well.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.