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Archives for Multichannel Customer Experience

According to a NICE 2012 Consumer Channel Preference Survey, consumers on are now using six different channels on average to contact service providers, and 86% say that they are communicating more often with businesses over all major channels, using the one that’s most convenient at any given time. That may be an online support ticketing, […]

I recently participated in a survey a couple of months ago by Aberdeen and they recently sent the results. This is a great report for those who are interested in assessing the value of expanding their support experience into other channels.  While the results of this report often vary from year to year since my […]

7 Virtual Customer Service Tips | Business 2 CommunityAnybody in business knows that keeping customers is a LOT cheaper than finding new ones. One way that companies keep their current customers happy is through customer service, which has definitely changed due to online sales. Here is a list of 7 ways you can let your […]

This was posted in 2010, but how accurate are the predictions here? 11 Customer Service Trends to Watch in 2011Customer service is a perennial issue that is critical to all small business owners. Although it is included in every company mission statement, no one wants to focus on it. But some key customer service trends […]

In the last two weeks I have spoken to alot of small to large size companies on their Online Customer Service strategy for supporting their customers. Whether it was at the UK CC Expo, or here in the states – I heard lots of companies discuss the best channels for support for their companies.  Many […]

Many call center managers and Directors are still unaware of whether Live Chat for Customer Support is good for their business. In this blog, I will provide you a Live Chat Calculator that will enable you to come up with the business case and data points to help articulate the value of implementing Live Chat […]

One of our goals in the CS In the Cloud community is to expose and promote great solutions in the Customer Service and Customer Experience industry.  I have blogged about The Social CRM Customer Support Guide for Small Businesses, and as I was on the road this week – I stumbled across 3 new innovative […]

If your reading this post, then you already know the impact of the very powerful Customer Experience platform by RightNow Technologies. Specializing in improving online customer experiences for companies, the platform enables organizations with key online capabilities like Live Chat for support or sales, a customer Knowledge Base with Intent Guide & Natural Language search, […]

The Social CRM market is saturated with vendors, and when it comes to selecting Social CRM vendors with the right mix of customer support features it can become even more confusing. If your a small business struggling to keep up with supporting your customers on the web, via web communities, and across social networks you […]

Are you have trouble getting your arms around the dozens of Service Applications that integrate with CRM? What do you chose, which solution should you buy based on your service and CRM strategy? Attached is a summary of high level service, sales, and marketing features to help your organization make the right purchasing decision. Update […]