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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 Reports
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Deflection, Defined and Measured
sponsored by Coveo
WHITE PAPER: Deflection is difficult to define for most organizations, but it is becoming a necessity to keep up with customer expectations. Learn about the different types of deflection and how to define it for your organization's needs.
Posted: 23 Sep 2016 | Published: 23 Sep 2016

Coveo

Scaling the Great Wall
sponsored by Catchpoint Systems Inc.
EBOOK: 22% of the world's web users live in China, representing the largest eCommerce market, but it poses several problems. Access this e-book to learn about the unique challenges facing Internet content providers looking to expand their presence in the Chinese market.
Posted: 22 Sep 2016 | Published: 31 Dec 2015

Catchpoint Systems Inc.

The CMO Perspective: Global C-suite Study
sponsored by IBM
EBOOK: In this research study, drawing from the responses of 5,247 C-suite executives, you'll learn what techniques a multitude of enterprises have found promising for honing their competitive edge in customer experience management such as experimenting with collaborative business models, increasing one-on-one customer communication and more.
Posted: 21 Sep 2016 | Published: 29 Jan 2016

IBM

How to Provide Global Support for Customer Service
sponsored by Zendesk
WHITE PAPER: The "follow-the-sun" support model was created to satisfy customers, regardless of time or location. This white paper explores this model and the different ways that it can be achieved. Discover how to deliver anytime, anywhere service and get global, fast with support team best practices – regardless of the size of your company.
Posted: 21 Sep 2016 | Published: 21 Sep 2016

Zendesk

Why is Customer Self-Service Critical for Contact Centers?
sponsored by ServiceNow
EGUIDE: Why is the customer self-service model a necessity? Today's customers are more empowered and informed than ever, and they expect self-service to be available. Explore the benefits of providing self-service options for customers and some of the challenges you will need to address.
Posted: 20 Sep 2016 | Published: 02 Sep 2016

ServiceNow

Case Study: Norwegian Cruise Line Success Story
sponsored by Catchpoint Systems Inc.
CASE STUDY: One major company saw a 60-70% reduction in the amount of time that they spend on diagnosing problems. Learn how Norwegian Cruise Line Holdings used an end-user experience management (EUM) tool to overcome several challenges and realize significant benefits in availability, time efficiency, and more.
Posted: 20 Sep 2016 | Published: 20 Sep 2016

Catchpoint Systems Inc.

Your Guide to Getting Omnichannel Customer Service Right
sponsored by Zendesk
WHITE PAPER: A comprehensive view of your customers' transactions and behaviors can help you answer their questions, and maximize personalization through multiple channels. Access this resource for insight into omnichannel service strategies and imperatives.
Posted: 20 Sep 2016 | Published: 20 Sep 2016

Zendesk

Trustpilot Uses 4 Key Consideration to Improve their Helpdesk
sponsored by Zendesk
WHITE PAPER: Trustpilot provides a forum for customer service-conscious online shoppers, so they knew their brand's reputation depended on a modernized helpdesk. In this Nucleus Research report, learn what strategy they implemented to console customers who have had bad experiences elsewhere, increase productivity, and more.
Posted: 19 Sep 2016 | Published: 19 Sep 2016

Zendesk

4 Ways to Drive Service Innovation with the Internet of Things
sponsored by IBM
WHITE PAPER: Explore how organizations across multiple industries are using real-time insights to deliver better services to clients with an IoT approach to data collection and use. Uncover 4 ways to improve services with IoT and get real-world examples of how organizations from around the world are already using analytics to unlock the power of IoT data.
Posted: 19 Sep 2016 | Published: 31 Dec 2014

IBM

How to Embed Digital Transformation in Your Agency
sponsored by Infor
WEBCAST: Government agencies need to simplify their websites and the ways in which they interact with citizens and users. Reserve a seat for an online training session Thursday, September 22nd at 2pm ET/ 11am PT to learn how agencies can handle digital transformations and the challenges that come with it.
Posted: 14 Sep 2016 | Premiered: Sep 14, 2016

Infor

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

Optimizing Customer Interactions with Analytics
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

Survey Report: Putting Customer Service First
sponsored by ServiceNow
WHITE PAPER: Top customer service providers are 53% more likely to significantly impact company revenue. Access this survey report to see what the top service leaders have in common and what you can do to make your business one of them.
Posted: 02 Sep 2016 | Published: 31 Aug 2016

ServiceNow

Customer Experience Analytics: Delivering More Personalized Customer Service
sponsored by zendesk (bime by)
EGUIDE: In this e-guide, explore several customer experience initiatives to help you discern which tactics have the staying power it takes to make a positive impact on your company's ability to integrate analytics into its CRM systems. Find out how to derive actionable insights that can help you create a more personalized customer experience.
Posted: 01 Sep 2016 | Published: 31 Aug 2016

zendesk (bime by)

Maximize the Potential of Your CRM Technology & Stay Ahead of the Masses
sponsored by Microsoft
PRESENTATION: The modern successful business stays ahead of the rest by making technology a business advantage and using CRM technology to differentiate themselves from the masses. Access this resource to learn why your clients need CRM to uncover insightful customer data and trends they would otherwise miss, 3 ways CRM online can drive efficiency, and more.
Posted: 01 Sep 2016 | Published: 01 Sep 2016

Microsoft

Improving the Patient Experience: Portal Adoption Strategies that Work
sponsored by Medfusion
WHITE PAPER: A patient portal is of little value if patients aren't signing up. Access this exclusive resource to leverage 15 proven strategies to develop your portal adoption action plan. Additionally, view an essential checklist as you formulate your strategies.
Posted: 01 Sep 2016 | Published: 01 Sep 2016

Medfusion

Connecting the Dots Between Marketing, Sales and Service to Nimbly Manage a Complete Customer Journey
sponsored by bpm'online
EBOOK: Most likely, your sales and marketing teams aren't quite on the same page. Learn how increasing collaboration between marketing, sales and customer service leads to an increased ROI, better customer tracking, and ensures that the right team is on the job at the right time.
Posted: 30 Aug 2016 | Published: 31 Dec 2015

bpm'online

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

Case Study: Home Healthcare Company Drives Its Business and Improves Patient Care
sponsored by Salesforce.com
RESOURCE: This IDC report analyzes the CRM tool one home healthcare provider implemented and how it improved patient tracking, enabled them to retain patients for repeat business and increased referral acceptance from 10% up to 75%.
Posted: 25 Aug 2016 | Published: 30 Apr 2015

Salesforce.com

Managing Patient Relationships, Not Records
sponsored by Salesforce.com
DATA SHEET: Learn how a cloud-based patient relationship management tool allows healthcare professionals to unlock data from legacy EHRs, collaborate more efficiently, and build better relationships with patients throughout their care journeys.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

Salesforce.com

85% of Customers are Dissatisfied with the Authentication Process
sponsored by NICE Systems, Inc
WHITE PAPER: This infographic reveals what you can do to reduce the burden of authentication for your customers. Learn how to prevent fraud in your contact center, while minimizing interrogation and saving money on every call.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

NICE Systems, Inc

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

Infographic: Keeping Customers Happy
sponsored by NICE Systems, Inc
WHITE PAPER: Retaining existing customers is significantly more cost-efficient than marketing to new ones. Uncover best practices for realizing the benefits of retention from improved word-of-mouth to maximized ROI.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

NICE Systems, Inc

How to Overcome Customer Experience Challenges with Key Best Practices
sponsored by NICE Systems, Inc
WHITE PAPER: Organizations often state that one of the main reasons their customer experience initiatives don't lead to action is because they lack clear direction. Learn how to overcome common customer experience challenges by leveraging three key necessary actions.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

NICE Systems, Inc
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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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