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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 390 Matches Previous Page  |  Next Page
Omni-Channel Digital Experiences Made Easy
sponsored by IBM
WHITE PAPER: Learn how your organization can capitalize on the popularity of mobile devices by delivering multichannel web experiences to any smartphone or tablet. Access this exclusive white paper to discover how you can identify devices and direct web experience, and build responsive multichannel mobile experiences, with one software platform.
Posted: 24 Mar 2015 | Published: 31 Oct 2012

IBM

Are You Ready for Mobile Captue?
sponsored by IBM
WHITE PAPER: Learn if you are ready to make a shift to mobile capture to improve your customer service and process agility. Read on to get the top 10 questions to ask before you make your move.
Posted: 22 Mar 2015 | Published: 22 Mar 2015

IBM

The central role of Content Management in Case Management
sponsored by IBM
WHITE PAPER: Learn more about how case management technologies can help you drive effective outcomes in 3 different kinds of knowledge work scenarios, and how a clear content management strategy underpins success in case management.
Posted: 22 Mar 2015 | Published: 22 Mar 2015

IBM

Event Processing with Inference Rules
sponsored by TIBCO Software Inc.
WHITE PAPER: Event processing is imperative for organizations that want to achieve competitive advantage by providing better customer service, reducing costs, and improving visibility into business operations.This paper describes an approach to event processing with inference rules. Read on to learn more.
Posted: 19 Mar 2015 | Published: 17 Apr 2014

TIBCO Software Inc.

Banca Carige Provides Superior Customer Service with Innovative Mobile Services
sponsored by IBM
WHITE PAPER: This case study describes how Italian bank Banca Carige developed an understanding of consumer behavior through analytics, and also launched new mobile services to engage and retain customers.
Posted: 17 Mar 2015 | Published: 30 Apr 2014

IBM

Seamless Service and Commerce Drives online conversions
sponsored by Oracle Corporation
WHITE PAPER: Access this exclusive white paper to learn more about seamless service and commerce, to drive your online sales through outstanding customer support. Read on to get 5 best practices for delivering seamless service and commerce.
Posted: 12 Mar 2015 | Published: 12 Mar 2015

Oracle Corporation

How Personalized, Compliant Service Boosts Loyalty and Avoids Liability
sponsored by Oracle Corporation
WHITE PAPER: Access this informative white paper to learn more about the complex relationship between compliance and personalization. Get 5 steps to boost loyalty and avoid liability.
Posted: 12 Mar 2015 | Published: 12 Mar 2015

Oracle Corporation

Field Service Management in the Cloud
sponsored by Oracle Corporation
WHITE PAPER: Explore this in-depth white paper to learn why the field service industry has been hesitant to adopt cloud technology. Find out more about the potential benefits associated with switching your on-premises systems to cloud solutions
Posted: 12 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation

Top Questions to Ask Your Field Service Vendor
sponsored by Oracle Corporation
WHITE PAPER: Choosing the field service management solution is a critical choice for any organization. But how can you tell which features will complement your business strategy?Access this exclusive guide with questions to help you evaluate different service providers in 8 key areas.
Posted: 11 Mar 2015 | Published: 11 Mar 2015

Oracle Corporation

How to transform Digital Customer Experiences for the Connected Customer
sponsored by Genesys
WHITE PAPER: The gap between the traditional customer and digital customer is widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer service.
Posted: 10 Mar 2015 | Published: 10 Mar 2015

Genesys

Top 10 Questions to Ask Your Cobrowse Vendor
sponsored by Oracle Corporation
WHITE PAPER: What do you need to know before selecting an online customer service option? Access this helpful white paper ot get 10 questions you should ask your Cobrowse vender to determine whether a web based customer service solution is right for you.
Posted: 10 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation

Redefining Customer Loyalty: Using Psychology for Better Customer Service.
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Organizations are investing in business models to more effectively engage with digital consumers at every touch point in the consumer experience lifecycle. Access this in-depth white paper to learn more about the way in which organizations are redefining their standards of customer loyalty in the modern era.
Posted: 10 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation UK Ltd

Wow Your Customers With Great Customer Experience in the Cloud
sponsored by Genesys
WHITE PAPER: In this informative white paper learn how you can deliver a "wow factor" to your high value customers to boost customer loyalty and increase sales and revenue. Access now to get 4 tips on how you can deliver the seamless outstanding service your customers crave.
Posted: 10 Mar 2015 | Published: 31 Dec 2014

Genesys

The Top 10 Benefits of Cobrowse Technology
sponsored by Oracle Corporation
WHITE PAPER: How can you learn more about the benefits of collaborative customer service tools?Access this informative white paper to get 10 benefits you could gain by employing collaborative customer service software. Read now to find out if this collaborative CRM software could be right for your business.
Posted: 09 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation

5 Critical Requirements for a Future-Ready Contact Center
sponsored by Genesys
WHITE PAPER: According to a recent Aberdeen Research on Omnichannel Customer Care, "Companies that connect all their customer service channels... report 89% customer retention, compared to 33% for those that haven't."
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Genesys

Frost & Sullivan—When CRM Meets the Contact Center
sponsored by Genesys
WHITE PAPER: Access this informative white paper to learn more about the benefits of integrating your CRM 360 degree customer records with your contact center to boost customer satisfaction and loyalty.
Posted: 09 Mar 2015 | Published: 31 Dec 2014

Genesys

Who's feeling the heat in your business?
sponsored by Unify
WHITE PAPER: Access this white paper to learn why it pays off to integrate your business and communication systems.
Posted: 06 Mar 2015 | Published: 01 Oct 2013

Unify

Catching up to Modern Customer Support in Manufacturing
sponsored by Oracle Corporation
WHITE PAPER: Great products and competitive prices are no longer enough, customers demand personalized, responsive, customer service and support with access via digital channels like online forums to share product/service ideas. Access this concise executive summary to learn the benefits of using Oracle cloud products to modernize your customer service.
Posted: 06 Mar 2015 | Published: 06 Mar 2015

Oracle Corporation

Oracle Service Cloud: Excellent Service for Financial Firms
sponsored by Oracle Corporation
WHITE PAPER: Access this exclusive executive summary to learn how your financial services business can provide excellent service without a complete view of the customer. Read on to learn the challenges facing your industry, and how you can work to achieve a seamless customer experience.
Posted: 06 Mar 2015 | Published: 06 Mar 2015

Oracle Corporation

Solve the Customer Service Gap: Expectations Versus Delivery
sponsored by Oracle Corporation
WHITE PAPER: Learn more about this disconnect between what organizations think they're delivering and what customers expect. Read now to get tips from modern communications providers on how to close this gap, and determine potential solutions for your organization.
Posted: 05 Mar 2015 | Published: 05 Mar 2015

Oracle Corporation

Delivering the Ultimate Cross-Channel Experience
sponsored by Oracle Corporation
WHITE PAPER: Explore this concise fact sheet which details the features of Oracle's cross-channel customer experience platform, boasting potential benefits like increased customer loyalty, empowered customers who self-serve, reduced incident handling time, and more.
Posted: 04 Mar 2015 | Published: 31 Dec 2014

Oracle Corporation

Digital Clarity Group — Successful Customer Experience Calls for Customer Insight
sponsored by Sitecore
WHITE PAPER: In thsi exclusive white paper glean the essentials of the new CEM. Read on to learn how understanding is the key to earning and keeping empowered consumers.
Posted: 03 Mar 2015 | Published: 30 Apr 2014

Sitecore

Customers for Life: Technology Strategies for Attracting and Keeping Customers
sponsored by Sitecore
WHITE PAPER: In this in-depth white paper learn how to choose the best cms for customer experience management from the marketer and developer perspective.
Posted: 02 Mar 2015 | Published: 31 Dec 2014

Sitecore

7 Ways Field Service Organizations are Levering Technology
sponsored by ServiceMax
WHITE PAPER: In this informative white paper get 7 top tips for leveraging technology in your field service organization. Learn about current technology trends shaking up the field service landscape.
Posted: 27 Feb 2015 | Published: 31 Dec 2014

ServiceMax

How CIOs will Define the Next Era of Customer Service
sponsored by ServiceMax
WHITE PAPER: In this valuable white paper learn more about the benefits mobile technology and investments could bring to your organization through your field service team. Get a run down on new tech trends shaking up the field service landscape.
Posted: 27 Feb 2015 | Published: 31 Dec 2014

ServiceMax
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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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