Posts tagged customer service RSS

Predict Customer Satisfaction

Zendesk has unveiled a new a machine-learning and predictive analytics feature for customer satisfaction. The feature, called Satisfaction Prediction , is available on Zendesk’s Enterprise plan. The feature can be leveraged to...

The Sad State of Social Customer Service

The number of consumers using social media to resolve customer service issues has dropped compared to two years ago according to a new survey commissioned by NICE Systems and the Boston Consulting Group. SUBSCRIBE to Website Magazine...

Needle Unveils Advocate Marketing Cloud

Customer advocate solutions provider Needle has unveiled the Advocate Marketing Cloud, which is a new suite of products designed to help marketers and e-commerce retailers generate higher quality traffic, deliver better online shopping...

Customer Service Via SMS

Customer service is evolving before our digital eyes. Not only are messaging apps emerging as a preferred communications method, but some customers are also looking to receive service via SMS. For the latter, companies can leverage...

Customer Service Via Messaging Apps On The Rise

New research from call center software provider Aspect suggests that messaging apps may be the future of customer service. The Aspect Consumer Experience Index shows that 38 percent of consumers would rather use messaging apps like...

Q&A: Serving Empowered Customers in 2016

Customer service is tricky in 2016 because there are more channels than ever before that businesses need to pay attention to and utilize for responding to customer comments and complaints. In the past, businesses simply needed a live...

3 Areas of Opportunities for E-Commerce Retailers in 2016

As Internet retailers get ready to welcome the New Year it is important for them to reflect on their strategies from 2015 and identify areas of opportunity for 2016. While every retailer may find something different that they want...

Optimizing the Omnichannel Customer Experience

Automation and intelligence solution OpenSpan announced that eBay Enterprise will be using its solutions to drive process and technology improvements for its retail clients. OpenSpan provide a portfolio of desktop automation and robotic...

Measure the Impact of Customer Success Teams

Totango has unveiled a new feature to help executives measure the impact of their customer success teams. Totango is a customer success service software provider that helps subscription-based businesses regain and grow their customer...

Zendesk Gets Predictive; Scoring Customer Satisfaction with Machine Learning

It's increasingly difficult for enterprises to identify and prioritize conversations to achieve optimal customer satisfaction - at least not without the helping hand of technology. SUBSCRIBE to Website Magazine - 12 Issues FREE...

TouchCommerce Helps Brands Add Live Chat to Native Mobile Apps

Customer engagement solutions provider TouchCommerce has updated its Conversation Platform, unveiling a flexible integration framework and new APIs. With the update, TouchCommerce customers will be able to leverage new integration...

Meeting At the Intersection of Social Media & Customer Service

Live-chat and click-to-call solution Website Alive knows, that in many ways, social media is the future of customer service and the company is making moves to ensure it doesn't miss out on the opportunity. Website Alive recently...

The Great Ruse; Social Media & Customer Service

A new survey from M2Talk reveals the channels consumers are actually using for customer service - and it's not social media. Social media has been touted as a cure for nearly every digital ill, from low conversion rates to poor...

Sprout Social Helps Brands Improve Customer Service

Brands are still lacking when it comes to customer service within social channels, with new data from Sprout Socia l revealing five in six customer messages that require responses are not being addressed by brands. The Sprout Social...

Customer Service in 2039

In 1989, enterprises weren't concerned with the issues that keep today's Internet professionals up at night - online personalization, cross-channel support, Web security and the list goes on. Twenty-five years from now, those...

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