Online customer service

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.

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...

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...

Top Buzzwords - Today's customers are going to the Web instead of the phone when they need to place an order, pay a bill or get an answer to a question. Because of this, chat technology, which allows call center agents to communicate with customers online, has become...

Top Buzzwords - Self-service is a version of electronic support that allows customers to access information and perform routine tasks over the Internet. More and more frequently, businesses are implementing self-service applications to improve their customer service and...

Learning Guide - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

Learning Guide - This guide introduces the fundamentals and benefits of customer self service through articles, examples of best practices, case studies and expert advice.

Chapter Download Library - 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 They...

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.

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 &...