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Online customer service News
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.
May 26, 2016
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
Online customer service Get Started
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The first step in determining which channels to use for customer service is to understand customer demands, and then supply those communications channels effectively. Continue Reading
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading
Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading
Evaluate Online customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Harvesting the power of the iPhone, Safari web browser and other search assets, Apple is looking to cultivate integrated chat between businesses and customers. Continue Reading
In this video Q&A, Pegasystems VP Jeff Nicholson discusses how large companies budget for AI pilots, choose clouds and figure out which customer service channels to support. Continue Reading
There are contact center automation tools that effectively create positive customer interactions and benefit contact center agents, but they can also produce challenges. Continue Reading
Manage Online customer service
Learn to apply best practices and optimize your operations.
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
As the demand for a more personalized customer experience grows, companies are scrambling to adapt. Follow these four tips to succeed with customer engagement. Continue Reading
Problem Solve Online customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading
Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils. Continue Reading