Customer experience management is so last year and plain old customer service is so last century.
Salesforce unveiled Thursday its Service for Apps, new tools powered by Service Cloud that embed multi-channel customer service, including live video chat with a customer service agent, directly into mobile apps.
Stefan Tornquist, VP of Research for Econsultancy, pulls no punches with his assessment of why so many customer experience strategies fall short of expectations. Following the release of an Econsultancy study on consumer behavior, he outlines five reasons, including the suggestion that many organizations are spectacularly lacking in self-awareness.
Robert Johnson, CEO of customer service software vendor TeamSupport said putting all your eggs in a single managerial basket is a mistake.
For UC to grow within the small and medium enterprise space, vendors will have to find ways to differentiate themselves from traditional telephony providers. The solution? A customer service focus.
This move underscores two prevailing trends: the increasing importance of omni-channel and the speed of which big data analytics are becoming the backbone of almost all software.
Managing the customer experience isn't all about fancy consumer-facing tools. It often begins with things the customer doesn't see--like a web content management system that's doing the heavy lifting behind the scenes.
Even though customers shouldn't notice when their CMS providers are acquired or change--at least not in a negative way--there are some questions you should consider asking just in case.
In the race to get enterprise customers, mobile security vendors can differentiate themselves by offering top-notch customer service, argued Denise Culver in a Light Reading article.
Speech analytics is picking up momentum in several lines of business and industries these days. One example is within CRM products to increase sales. Another example is in monitoring banker phone conversations to guard against fraud in derivative and swap trading rooms.