Online customer service
- June 01, 2018
ICMI's Brad Cleveland has seen call centers integrate email, chat, IVR -- automated FAQ answering -- and social media. None reduced call volume. Chatbot tech may bring similar results.
- May 15, 2018
HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products.
- May 14, 2018
What's on the minds of customer experience execs right now? This Pipeline podcast breaks down grumblings and rumblings from Oracle's Modern CX show.
- March 06, 2018
By having a social media strategy in place, companies can quickly respond to customers' concerns through social media.
- October 13, 2017
The focus at the recent HubSpot conference turned to the marketing potential of AI-powered chatbots engaging customers. This Pipeline Podcast looks back at Inbound.
- 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.