Year after year, consumer surveys reconfirm the fact that the quality of customer service is a critical requirement for repeat business. In a 2008 research study of 4,100 consumers in five continents ...

A popular theme in e-commerce these days is that companies can leverage their Web sites to improve overall performance. Within this philosophy, self-service — using an Internet presence to help ...

Until 2006, Minneapolis city government was burdened with an inefficient calling system. The Minneapolis Blue Pages telephone book listed more than 270 city government phone numbers. The city received ...

Mobile-optimized Self-Service Allows Companies to Engage Customers by Providing Relevant Knowledge Throughout the Customer Journey and Across Devices SUNNYVALE, Calif.--(BUSINESS WIRE)--Moxie Software ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. The report, "Web Self-Service: Helping Consumers Help ...

A recently released study on service and support shows that Web-self service is on the rise, but its effectiveness has not kept pace and that increasing electronic support costs threaten to erode any ...

WEB SELF-SERVICE EXCELLENCE DEMANDS RAPID ENGAGEMENT OF CONSUMERS. Web self-service is a critical component to any organization. As a customer service channel, you need to focus on ensuring that your ...

Every company would like to reduce the cost of customer service. Migrating service-oriented calls and e-mails to self-service channels is a low-cost, high-impact way to achieve this goal. The Bottom ...

Support has become an essential component of IT. As products become increasingly complex and feature-rich, support is often the essential ingredient to get technology to work, or to work optimally.

Building an ad hoc e-mail management system didn't help Remington Arms Company, the nation's oldest firearms manufacturer, control its growing customer service woes. A more targeted approach, using ...

William Gray is CEO of Macfarlane. He is an innovator of contact centre systems. Inspiring companies to manage conversations with their customers. (c)iStock.com ...