Customer Service in the Cloud

IBM’s cognitive supercomputer Watson will soon be helping several of the company’s most important customers, who will have the opportunity to ask for his assistance via web chats, email, SMS and smartphone […]

This is Forrester blog post by author Kate Legget.  Utilize our business case tools on our online store where you can find digital templates to help evaluate the value of making the investments in customer service […]

Source: GetSatisfaction Blog by Caty K

When you work in the social space, one of the first lessons to learn is how to plan for and respond to routine negativity. Regardless of what we’d all like to admit, not […]

Great interview with the CEO of Get Satisfaction Wendy Lea. I had a chance to speak to members of her team, and she has a great group of employees. Wendy speaks about customer and company transparency in service […]

In this second edition of CRM Shop Talk, Denis Pombriant and Brent Leary share predictions on what major announcements will be made at Dreamforce 2012.

If you are in a strange city and want to find a good local restaurant, the easiest way is to ask your hotel concierge. But for how much longer?  The advances we have seen in mobile technology in recent years, […]

Social networks have been hailed by many enthusiastic social media marketers as the holy grail of customer acquisition, retention, and revenue growth. But there is a gap between how consumers want to engage with […]

It’s been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise.  On my way from my flight to get my luggage, I get a tweet from the folks over at <a title="GetApp.Com" href="http://www.GetApp.Com&quot; […]

7 Take-Note Online Customer Service Predictions | CustomerThinkCustomer service delivery is evolving at an accelerated pace, as are the emerging service channels that are driving the push for an agile, […]

During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors […]

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How do you use customer service as a competitive advantage today? Are you […]

Knowledge management for customer service has always been a difficult proposition. It’s not that knowledge management fails to work; it does its job well, as proven by the numerous case studies that show real ROI, […]

Are you interested in supporting your customers over social media but want to justify the effort or expense associated with doing so?  Use this calculator to identify the benefits and value associated with […]

Customer service is a cornerstone of an organization’s customer experience strategy. Organizations must pay attention to their customer service strategy because:

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10 Tips for Customer Self-Serve | Get Elastic Ecommerce BlogCustomer self-service doesn’t just save your organization money. 2 out of 3 customers prefer self service to speaking with a live representative […]

Causal Relationship: Hold Times and Abandon RatesI had an inquiry this week on hold times, asking what a good target would be. According to our benchmark data, the average hold time is under 2 minutes, which […]

Hilarious video here from the viral S### People Say Series.