Online customer service

• Are customer communities really all that helpful? Voices of CRM blog  |  14 Sep 2009

  News - Customer communities are touted as a way to transform businesses to a customer-centric enterprise, but a speaker at the Gartner CRM Summit and personal experiences say it's not that easy.

• SaaS CRM vendors get serious about Web self-service features 09 Sep 2009

  Article - Oracle, Salesforce.com and RightNow all took significant steps toward beefing up their customer service capabilities with customer communities and self-service features.

• RightNow buys HiveLive to deliver customer communities integrated with CRM 08 Sep 2009

  Article - RightNow became the latest CRM vendor to offer a social CRM component, this time buying HiveLive to help organizations build their own customer communities integrated with CRM.

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• Using click-to-call vs. click-to-chat software

  Ask the Expert - Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience.

• Tips for deploying online self-service technology

  Ask the Expert - Learn some tips for implementing online self-service technology effectively and making the most of customer self-service data in this expert tip.

• Improving website usability and the online customer experience

  Ask the Expert - Discover the best way to improve website usability and the online customer experience in this tip. Learn about the importance of the multichannel customer.

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• Oriental Trading Co. launches customer reviews

  Video - Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers.

• Gartner's Adam Sarner on B2B communities

  Video - What if your company wants to start a customer community but makes drill bits? SearchCRM.com caught up with Adam Sarner at the Gartner CRM summit to discuss B2B customer communities.

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• Call center contest: How did you impact the customer experience?

  Contest - The editors at SearchCRM.com want to know about your most rewarding experience as a customer service rep – our panel of judges will nominate their favorite stories and the top three will win American Express Gift Cards.

• How to use Web 2.0 technology for customer service, marketing, sales

  Special Report - As more customers head to the Web to review products, make purchases and find information, forward-thinking companies need to learn how to leverage Web 2.0 to stay competitive. Here are a few ways you can use Web 2.0 technologies to improve your customer...

• How to improve customer service in a call center

  Resource Center - Improving call center customer service and enhancing the customer experience is something every company wants to do, but many don't know where to start. If you want to learn how to improve customer service in a call center, these resources, expert tips...

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• Building a business case for self-service

  Podcasts - Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service and getting upper-management support for a self-service technology initiative are also discussed.

• Tips for building an ecommerce website that works: How to offer customers a superior online experien

  Podcasts - Get tips for building a customer-focused ecommerce website in this podcast. Learn about ecommerce website development and how ecommerce websites can improve the customer experience.

• Secrets to success in using technology to optimize your online customer experience

  Podcast - Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively.

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• Quality of Experience 03 Apr 2008

  Word - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured,...

• off-peak 23 Jul 2007

  Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

• outbound call 23 Jul 2007

  Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

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