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Customer Service

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ALSO CALLED: IT Customer Support, Customer Support
DEFINITION: Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004.  … 
Definition continues below.
Customer Service White Papers (View All Report Types)
1 - 25 of 383 Matches Previous Page  |  Next Page
The 8 Types of Questions Your Customers Ask Online
sponsored by [24]7
WHITE PAPER: Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive. That's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle and how to optimize your contact center to handle them.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

[24]7

A Guide to Multi-Channel Support
sponsored by Zendesk
WHITE PAPER: In this white paper, you'll learn about how to best serve your customers on the channels they prefer. Learn how to optimize and benefit from multi-channel support with unified tools and processes, cross-channel communication, and more.
Posted: 18 Jan 2017 | Published: 18 Jan 2017

Zendesk

Welcome to the Age of Intent: Five Major CX Trends for 2017
sponsored by [24]7
WHITE PAPER: Customer experience is becoming a major differentiator in an increasingly digital marketplace. Access this white paper to uncover the 5 key trends for improving customer experience this year.
Posted: 18 Jan 2017 | Published: 18 Jan 2017

[24]7

How to Improve Customer Experience for Online Shoppers
sponsored by [24]7
WHITE PAPER: Access this white paper to learn 5 ways to improve the customer experience you offer your online shoppers. Discover how chat should fit into this experience, how to make self-service easier, and just how much you can automate without making customers feel disconnected.
Posted: 17 Jan 2017 | Published: 30 Dec 2016

[24]7

Why is Customer Service So Bad at Handoffs?
sponsored by [24]7
WHITE PAPER: 64% of consumers start their customer service journeys online. Where are the rest going? Access this white paper to learn about automated phone's role in customer experience and what your company can do to meet customer expectations.
Posted: 17 Jan 2017 | Published: 30 Dec 2016

[24]7

The Robot Apocalypse: Chatbots Make Agents Extinct
sponsored by [24]7
WHITE PAPER: 76% of customers prefer digital self-service above other customer service channels, but relying too heavily on artificial intelligence, like chatbots, creates a lot of problems. Access this white paper to discover where the balance lies between live, empathetic humans, and fast, low-cost, automated robots.
Posted: 16 Jan 2017 | Published: 30 Dec 2016

[24]7

Humanize the Customer Experience
sponsored by [24]7
WHITE PAPER: 49% of customers have switched brands due to bad customer experiences and feeling very disconnected from the companies they try to interact with. Access this white paper to discover 4 ways to humanize your digital customer experience.
Posted: 16 Jan 2017 | Published: 30 Dec 2016

[24]7

The State of Customer Success
sponsored by LogMeIn, Inc.
WHITE PAPER: Customer success is spreading rapidly across the tech industry. No one has been able to perfect it yet, but many have taken the right first steps. Access this white paper to learn about top industry trends affecting customer success, top challenges and capabilities, and more.
Posted: 09 Jan 2017 | Published: 12 Apr 2016

LogMeIn, Inc.

Manage Your Digital Workforce for Omnichannel Success
sponsored by Genesys
WHITE PAPER: In this white paper, you'll learn how to manage your digital workforce to provide the best omnichannel customer service possible. Discover ways to drive revenue and satisfy customers.
Posted: 09 Dec 2016 | Published: 09 Dec 2016

Genesys

Provide Top Customer Experiences with Faster Customer Care
sponsored by Zendesk
WHITE PAPER: Constellation Research has compiled extensive research and in-depth interviews of businesses that have implemented agile customer care strategies. Discover what analysts have revealed to work for real organizations.
Posted: 07 Dec 2016 | Published: 07 Dec 2016

Zendesk

State of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Customer expectations have risen to all-time highs and show no sign of stopping. Access this white paper to learn about the current state of customer service and how to prepare your business to move forward alongside customer expectations.
Posted: 05 Dec 2016 | Published: 27 May 2016

Microsoft

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

Research Report: How To Deliver the Omni-Channel Support Customers Want
sponsored by BoldChat - LogMeIn
WHITE PAPER: Customers expect contact centers to provide a greater ease of use and faster response time than ever. This may seem daunting given the need for omni-channel support, but it doesn't have to be. Access this comprehensive research report to learn how to reduce customer effort across your omni-channel approach.
Posted: 23 Nov 2016 | Published: 31 Aug 2016

BoldChat - LogMeIn

Business Leaders: 5 Reasons Why It’s Time to Ditch Your Dumb IVR
sponsored by [24]7
WHITE PAPER: Can you save money without losing your customers? IVR is hurting customer experience and sending them to your competitors. Access this white paper for 5 significant reasons to dump your IVR and keep your customers.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

Business Leaders: Stop Making it Hard to Be Your Customer
sponsored by [24]7
WHITE PAPER: Instead of trying to increase customer loyalty, what if you could mitigate the causes of customer disloyalty? Customers shouldn't have to do any work in order to be your customers. Access this white paper to discover why efforts to increase customer loyalty are failing and what you can do to decrease customer effort.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

Frameworks for Assessing WebRTC ROI
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, Dean Bubley, founder of Disruptive Analysis, discusses several use cases for calculating the ROI for the open-framework WebRTC in contact centers. As WebRTC becomes a larger norm, learn how to calculate its ROI for your organization and make the most of your investment.
Posted: 03 Oct 2016 | Published: 30 Sep 2016

Oracle Corporation

What is Driving the Financial Services Industry to the Cloud?
sponsored by Hewlett Packard Enterprise
WHITE PAPER: In this technical white paper, you'll learn how one global banking organization decided on a cloud infrastructure that helped them quickly add features and iterate on their application. Discover how they did this while still providing a stable, secure experience for their banking customers.
Posted: 26 Sep 2016 | Published: 26 Sep 2016

Hewlett Packard Enterprise

How to Move Beyond Traditional CRM and Modernize Your Customer Service
sponsored by ServiceNow
WHITE PAPER: According to a Forrester study, 80% of businesses believe they deliver a superior customer experience, but only 8% of their customers agree. Explore a holistic approach that brings together people, workflows, and systems to deliver a superior customer experience beyond traditional CRM.
Posted: 26 Sep 2016 | Published: 31 Aug 2016

ServiceNow

Analytics and the Customer Journey: 7 Best Practices for Delivering a Better Customer Experience
sponsored by SAS
WHITE PAPER: This white paper explores how you can identify the critical factors that detract from a customer experience as well as decide how to rebuild positive experiences by mapping the customer journey. Uncover the 7 best practices for delivering a better customer experience and get helpful advice on data management, metrics, and more.
Posted: 09 Sep 2016 | Published: 09 Sep 2016

SAS

Five Ways CRM Tools Improve Constituent Relationships
sponsored by Infor
WHITE PAPER: When it comes to customer relationships, engagement equals empowerment. Access this white paper to explore five ways CRM tools can help you improve the relationship you have with your customers.
Posted: 08 Sep 2016 | Published: 31 Dec 2015

Infor

Maximizing Moments of Truth: Optimizing Customer Interactions
sponsored by SAS
WHITE PAPER: The following resource reveals the 5 types of customer data you should be collecting and analytics strategies that automate marketing campaigns, optimize customer engagement, and more.
Posted: 07 Sep 2016 | Published: 07 Sep 2016

SAS

How Local Governments can Enable Self-Servicing Communities
sponsored by Infor
WHITE PAPER: Discover intuitive self-service capabilities that enable customers to conveniently and confidentially lodge requests, make payments, and process regulatory transactions online.
Posted: 30 Aug 2016 | Published: 30 Aug 2016

Infor

Step-By-Step CRM Data Analytics for Sales Teams
sponsored by Infor
WHITE PAPER: Metrics aren't answers; they are prompts for questions that probe statistics for deeper insight. Discover the simplest way to find the actionable insights hidden in your data analytics. Learn best practices and considerations for using metrics in analytics and see how to turn them into powerful tools.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

Why CRM is Critical for Value-Selling
sponsored by Infor
WHITE PAPER: Today, salespeople have less control over the sales process than ever before. Discover ways to help salespeople continue to be a valuable part of a transaction with value-selling and CRM by collecting, analyzing, and sharing customer data.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

Report: Transforming Your Business to Meet Customer Expectations, React to New Challenges
sponsored by SAP
WHITE PAPER: Advanced technology plays an important role in the transition to digital consumer engagement. Learn which tools can enhance your omnichannel potential, along with monitoring and analysis of consumer interactions.
Posted: 14 Oct 2016 | Published: 30 Sep 2016

SAP
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CUSTOMER SERVICE DEFINITION (continued): … Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.According to Lithium Technologies (a CSS product vendor), corporate costs for CSS interactions are expected to reach $100 billion in 2004. To increase customer satisfaction, while minimizing the costs involved, many companies are turning to customer-based service applications such as Web self-service and online communities for customer-to-customer support.

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