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Evaluating and implementing customer self-service technology
This section of the guide to self service offers explanations of self-service terms and expert advice on customer self service. Learning Guide
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Ten myths about your customers: Strategies for creating customer loyalty
This text offers insights into the world of acquiring and retaining customers and ten common myths that businesses have about their customers. Find out how a company can become customer-centered and customer-preferred in this sample chapter, "What Th... Chapter Download Library
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Customer self-service quiz
Many CRM practitioners are aware of the cost savings associated with self service. But there is a lot more you need to know in order to use self service effectively in your organization. Test your self service savvy with this quiz from SearchCRM.com.... Quiz
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Web self service: Building a business case
Beyond the allure and seemingly straightforward benefits of self service lie a few "gotchas" that are critical to both leveraging and building a credible, sustainable business case for self service. Allen Bonde, Senior Vice President of Strategy & Ma... Building a business case
- See More: Essential Knowledge on Online customer service
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 Jan 2012
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News | 05 Dec 2011
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News | 21 Nov 2011
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Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News | 10 Nov 2011
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Column: RightNow key to Oracle’s customer experience management plans
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry. News | 03 Nov 2011
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Yahoo, Amex talk up different customer service approaches
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did. News | 31 Oct 2011
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RightNow customers concerned, curious about future with Oracle
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold. News | 25 Oct 2011
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Contact centers improving customer service by expanding agents’ role
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections. News | 11 Oct 2011
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Cut support costs by reducing escalations
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues. News | 04 Oct 2011
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With social contact centers, companies find it’s learn as you go
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts. News | 22 Sep 2011
- See More: News on Online customer service
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FTUB boosts business with Decision Support
DQmart is a Web-based data mart solution that provides access to pre-defined reports. Tip
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GoldMine helps int'l company get in synch
GoldMine helps int'l company get in synch Tip
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Manufacturer tackles sales and marketing
Manufacturer takes over its own sales and marketing in this case study on Allianz Life and Point Information Systems. Tip
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Talking to customers on the Web
Case study on Las Vegas' Venetian hotel Tip
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Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Answer
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Using click-to-call vs. click-to-chat software
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. Ask the Expert
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Tips for deploying online self-service technology
Learn some tips for implementing online self-service technology effectively and making the most of customer self-service data in this expert tip. Ask the Expert
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Improving website usability and the online customer experience
Discover the best way to improve website usability and the online customer experience in this tip. Learn about the importance of the multichannel customer. Ask the Expert
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Building customer trust online: Tips for success
Building customer trust online can be tricky -- Don Peppers lists a few ways to maintain your customer's trust over the Internet in this expert tip. Ask the Expert
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Building a call center for an online travel company
Read advice from Donna Fluss on starting a call center for an online travel company, including what call center software to acquire and how to best design the call center to meet the organization's needs. Ask the Expert
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Can online customer service drive customer loyalty?
Learn about the pros and cons of online customer service and how it can drive customer loyalty in this tip from Lior Arussy. Ask the Expert
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Resources to make an in-house cost-per-call service model
Ask the Expert
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How to increase recognition to loyalty scheme members
Ask the Expert
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Call center dilemma: How to reduce hold times without adding staff
In this tip from Lori Bocklund, learn to reduce average hold times in the call center without adding call center agents. Ask the Expert
- See More: Expert Advice on Online customer service
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customer service and support (CSS)
Word
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Contact Center: Glossary
Browse through contact center vocabulary in a handy printable glossary. Word
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e-support
Word
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Web self-service
Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-ser... Word
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Kate Leggett on what the Oracle RightNow acquisition means
Kate Leggett of Forrester Research discusses the effects of Oracle’s acquisition of RightNow. Podcast
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Hard Rock shares its customer service, social tips
Hard Rock, staffs its customer service department with just three people, who still manage to respond to up to 30,000 customer inquiries a month. Video
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Voices of CRM: Building a business case for self-service
While some of self-service technology's benefits are obvious, some executives still need to be convinced of the ROI. The SSPA's John Ragsdale explains how in this podcast. Podcast
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Gartner's Adam Sarner on B2B communities
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. Video
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Building a business case for self-service
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. Podcasts
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Building an ecommerce website that works: How to offer customers a superior online experience
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. Podcasts
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Secrets to success in using technology to optimize your online customer experience
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. Podcast
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Tying trust to customer values with Don Peppers
In this podcast, you'll hear from Don Peppers on tying trust to customer values. He answers questions from readers on building customer trust online, in person, and through an outsourced call center. He also identifies two rules that every organizati... Podcast
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News
-
Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News
-
Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
-
Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News
-
Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News
-
Kate Leggett on what the Oracle RightNow acquisition means
Kate Leggett of Forrester Research discusses the effects of Oracle’s acquisition of RightNow. Podcast
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Column: RightNow key to Oracle’s customer experience management plans
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry. News
-
Yahoo, Amex talk up different customer service approaches
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did. News
- See More: All on Online customer service
About Online customer service
This online customer service topic section features resources to help you define the pros and cons of online customer service and evaluate vendors. Learn how to get started with using self-service technology and discover web-based customer service best practices. Read case studies from organizations that are finding success with e-service technology and how call centers are using chat effectively. Read online customer service news about self-service vendors and market trends, plus find advice and resources to improve your call center's online customer service strategy.