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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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Microsoft Dynamics CRM: Comparing 2016 to 2015
sponsored by TechData Corporation
WHITE PAPER: What are the latest features in Microsoft Dynamics CRM to help you deliver exceptional customer experiences? View a side-by-side features comparison for the 2016 and 2015 versions of Microsoft Dynamics CRM Online. Uncover the differences for features, like: information discovery, SMS marketing, social CRM, and more.
Posted: 05 May 2016 | Published: 05 May 2016

TechData Corporation

Service Excellence Innovation in the Digital Age
sponsored by Oracle Corporation
WHITE PAPER: Exceptional customer experiences are essential to building brand loyalty and increasing revenue. Download this white paper now to learn how your organization can harness the power of the Internet of Things to connect with your customers.
Posted: 05 May 2016 | Published: 05 May 2016

Oracle Corporation

Delivering a Digital Customer Experience for Today’s Mobile Consumer
sponsored by Mitel Networks Limited
WHITE PAPER: Today's customers demand flexibility from their digital interactions. Discover how you can provide seamless, satisfying digital experiences to your customers through email, text, web chat, and social media by downloading this white paper now.
Posted: 04 May 2016 | Published: 04 May 2016

Mitel Networks Limited

Solving Today's Top Customer Service Demands Across Channels
sponsored by Dimension Data
VIDEO: Dynamic changes are making customer service more complex than ever before. In this video, explore how an integrated, omni-channel contact center can solve today's top customer service demands and technology challenges.
Posted: 03 May 2016 | Premiered: 08 Dec 2015

Dimension Data

Customer Experience in the Digital Age
sponsored by Dimension Data
VIDEO: In program "Raising the Bar," newsreader Natasha Kaplinsky explores the importance of customer service as a brand differentiator, and how an integrated, omni-channel approach to customer interactions yields the most benefit. Gain ideas on how you can keep up with customer demands across all channels.
Posted: 03 May 2016 | Premiered: 07 Dec 2015

Dimension Data

Value Creation in a Digital Economy
sponsored by SAP
WHITE PAPER: In a world every business must become a tech business, you won't want to miss this report on the digitized consumer. Learn how the rules have changed, how to evolve with disruptors, and ways to survive and thrive in the digital economy.
Posted: 03 May 2016 | Published: 03 May 2016

SAP

Case Study: Empowering Customers with an Omni-Channel Contact Center
sponsored by Dimension Data
VIDEO: Explore how Reliance Securities leveraged integrated, omni-channel contact center tools that help them become more agile, responsive, and make better use of their agents' skills. Discover how this transition let them use the same number of agents to engage with more customers – without compromising customer satisfaction.
Posted: 03 May 2016 | Premiered: 15 Dec 2015

Dimension Data

Australian Digital Experience Report
sponsored by SAP
WHITE PAPER: This report explains why delivering engaging omnichannel experiences is an imperative for businesses today. Read on for case studies of companies that got it right, and how to improve customer loyalty and ultimately revenue.
Posted: 03 May 2016 | Published: 03 May 2016

SAP

Analytical Capabilities Stop Document Management Stress for Birla Sun Life Insurance Company Ltd.
sponsored by IBM
WHITE PAPER: In this case study, you'll learn how Birla Sun Life Insurance Company Ltd. was able to automate their document management system and extend their focus to improving customer service and generating more sales. Discover ways you too can reduce document management costs and customer churn using near-real-time reporting and dashboards.
Posted: 29 Apr 2016 | Published: 29 Apr 2016

IBM

Global Contact Center Benchmarking Report 2016
sponsored by Dimension Data
WHITE PAPER: Explore this global benchmarking report to uncover trends and statistics for contact centers in 2016, as well as tips on delivering a better customer experience.
Posted: 29 Apr 2016 | Published: 29 Apr 2016

Dimension Data

7-Eleven Cuts Campaign Lead Times by 80%, Optimizes Customer Experience
sponsored by Splunk
CASE STUDY: Discover in this case study how 7-Eleven overcame their manual data analysis and operational burdens, delivering a comprehensive overview of all internal data and analyzing the performance at every point-of-sale to optimize customer experience. Read on to experience an 80% reduction in lead time for promotional campaigns.
Posted: 28 Apr 2016 | Published: 28 Apr 2016

Splunk

Case Study: Increased Storage Performance Boosts Customer Satisfaction
sponsored by Kaminario
CASE STUDY: In this case study, witness how DAS Health eliminated application performance bottlenecks with an all-flash array solution that improved their data management and I/O speeds. Read on to learn how you can manage your future storage growth and provide seamless customer service with this flash storage system.
Posted: 26 Apr 2016 | Published: 26 Apr 2016

Kaminario

Six Tips to Use Social Media to Win Leads, Make Friends, and Influence Your Community
sponsored by Solarwinds N-able
EBOOK: Proper social media usage can spell amazing success for your organization. Access this eBook to learn six strategies to improve how your organization utilizes the most popular communication channels and reach more customers than ever.
Posted: 25 Apr 2016 | Published: 30 Dec 2015

Solarwinds N-able

Golden Rules to Developing a Winning Sales Strategy
sponsored by Solarwinds N-able
EBOOK: To ensure your business's success, your sales team needs to have the best possible strategy. Access this eBook for five rules your strategy needs to follow to ensure your team's success.
Posted: 25 Apr 2016 | Published: 30 Dec 2015

Solarwinds N-able

Trends 2016 The Future Of Customer Service
sponsored by Genesys
WHITE PAPER: This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.
Posted: 25 Apr 2016 | Published: 25 Apr 2016

Genesys

Navigating The Data Quality Challenges of CRM
sponsored by Trillium Software
WHITE PAPER: This white paper examines why data quality is essential to effective CRM initiatives and provides ideas on how you can achieve customer data integrity.
Posted: 25 Apr 2016 | Published: 25 Apr 2016

Trillium Software

5 Customer Engagement Technologies to Focus on Through 2020
sponsored by Zendesk
RESOURCE: Uncover recommendations from Gartner on how to prioritize CRM investments through 2020. Discover 5 CRM technologies to help you engage your customers today and beyond.
Posted: 21 Apr 2016 | Published: 21 Apr 2016

Zendesk

Why Application Delivery Matters in the Digital Economy
sponsored by Citrix
WHITE PAPER: Users are demanding instant access to apps and data from any device and any location. As a result, application delivery defines your organization's ability to generate growth, revenue and profit. This white paper highlights the four factors determining your success and the challenges surrounding them.
Posted: 20 Apr 2016 | Published: 30 Sep 2015

Citrix

Eight Essential Helpdesk Tools Every MSP Needs
sponsored by Solarwinds N-able
WHITE PAPER: Everyone knows that you need the right tools for the job. The problem is that there are so many tools on the market that it is hard to determine which are best for your business. Access this white paper to learn about the eight must-have tools for your MSP business.
Posted: 20 Apr 2016 | Published: 06 Apr 2016

Solarwinds N-able

Improving Cash Flow and Customer Service with e-invoicing
sponsored by Netsend
WHITE PAPER: It's critical to invoice quickly and accurately, encouraging prompt payment to bring cash into the business. But many enterprises still use inefficient processes that rely on print and postage, creating inconveniences for customers. Discover how e-invoicing can improve free cash flow and optimize the customer experience.
Posted: 20 Apr 2016 | Published: 31 Oct 2015

Netsend

Self-Service 2016: Is It Time to Appoint an Omnichannel Guru?
sponsored by Genesys
WEBCAST: In this upcoming webinar happening on May 4, learn how omnichannel customer engagement will change the way you offer self-service and interact with your customers. Register now to learn about Irish telecom company eir's journey to delivering a great customer experience through personalization.
Posted: 15 Apr 2016 | Premiered: May 4, 2016

Genesys

Real-Time Operational Insights Enable Proactive Management and Performance Visibility at 2degrees
sponsored by Splunk
CASE STUDY: New Zealand telco company 2degrees needed to increase operational visibility to optimize their customer care services. Discover what software helped them get real-time insights by downloading this case study now.
Posted: 13 Apr 2016 | Published: 13 Apr 2016

Splunk

Guide to Selecting a Phone System Call Center
sponsored by Mitel Networks Limited
WHITE PAPER: This step-by-step guide can help you select a phone system for your call center. Follow 6 steps to enable enhanced customer satisfaction, improved agent retention, and increased agent productivity.
Posted: 12 Apr 2016 | Published: 31 Dec 2015

Mitel Networks Limited

Tesco.com Accelerates Development Through Deep Understanding of Customer Behavior
sponsored by Splunk
CASE STUDY: British grocery and general merchandise retailer Tesco wanted to better track and understand customer behaviors on their website Tesco.com. They turned to one platform to help them improve customer satisfaction and reduce revenue loss. Learn more now.
Posted: 12 Apr 2016 | Published: 12 Apr 2016

Splunk

Global State of Multichannel Customer Service Report
sponsored by Microsoft
WHITE PAPER: This global report shows that, on average, consumers regularly use at least 4 different channels when interacting with a brand or organization for customer-related questions and issues. Download now to tap into other insights.
Posted: 11 Apr 2016 | Published: 11 Apr 2016

Microsoft
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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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