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Online customer service News
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.
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Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions. Continue Reading
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Vendors claim consumers want self-service chatbots. Turns out they'd rather scrub toilets or go to the dentist than converse with customer service in general, bots included. Continue Reading
Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand. Continue Reading
AI tools in CRM help companies deliver hyper-personalized customer experiences but prevent customers from actually having personal interactions with service agents. Continue Reading
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Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it. Continue Reading
The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more. Continue Reading
CRM expert Jay Baer, author of NYT bestseller 'Hug Your Haters,' joins the Pipeline podcast and answers host Don Fluckinger's litany of personal experience CRM complaints. Continue Reading
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Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading
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