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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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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

Why Tech Firms Must Translate Service Into Sales
sponsored by Oracle Corporation
RESOURCE: Customers demand not only great products at great prices but also great service and support--But how can you provide this? Access this concise resource to learn more about why high tech firms aren't translating great service into great sales and what can be done to change this.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Oracle Corporation

Building Brand in Retail With Service Tools
sponsored by Oracle Corporation
RESOURCE: Read now to learn more about how cloud based approach to your customer service could modernize your customer service practices and boost customer loyalty and revenue.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Oracle Corporation

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

Empowered Customers Expect More: Oracle vs. Salesforce
sponsored by Oracle Corporation
WHITE PAPER: In this resource, Oracle and Salesforce go toe-to-toe in a comparison of 10 key capabilities for delivering outstanding customer service.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Oracle Corporation

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 Positive Multi-Channel Customer Experiences
sponsored by Teradata
EGUIDE: This e-guide offers top CEM trends to watch for, as well as 6 customer engagement strategies that ensure seamless results. Learn how to use the customer voice to define multichannel engagement.
Posted: 05 Mar 2015 | Published: 05 Mar 2015

Teradata

10 Ways to Give Customers A Prime Online Experience
sponsored by Sitecore
ANALYST REPORT: This analyst report rigorously assesses 10 vendors' web content management solutions to help you to select the best fit for your business' needs, ensuring that your customers get the experience that they deserve.
Posted: 05 Mar 2015 | Published: 29 Jan 2015

Sitecore

Are You Outpacing Your Executive Peers in Customer Service?
sponsored by Oracle Corporation
ANALYST REPORT: Access this in-depth white paper to learn more about common ways your organization could be overestimating the efficacy of your current customer service strategy and how you can spice up your CRM to reach more customers more effectively.
Posted: 05 Mar 2015 | Published: 05 Mar 2015

Oracle Corporation

Good Service, Happy Customers: Oracle Cloud Customer Service and Support
sponsored by Oracle Corporation
VIDEO: Watch this quick video to learn more about the benefits of using Oracle customer service and support platforms to deliver impeccable customer experiences that drive sales and increase revenue with the ease of cloud technology.
Posted: 04 Mar 2015 | Premiered: 28 Sep 2012

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

Empowered Customers Expect More: Oracle vs. Kana
sponsored by Oracle Corporation
RESOURCE: Discover the differences between leading customer service platform Kana and Oracle in a head-to-head comparison. Access this concise fact sheet to discover which software could help you manage your customer experience and engage the empowered customer.
Posted: 03 Mar 2015 | Published: 03 Mar 2015

Oracle Corporation

Empowered Customers Expect More: Oracle vs. eGain
sponsored by Oracle Corporation
RESOURCE: Discover the differences between leading customer service platform e-gain and Oracle in a head-to-head comparison. Access this concise fact sheet to discover which software could help you manage your customer experience and engage the empowered customer.
Posted: 03 Mar 2015 | Published: 03 Mar 2015

Oracle Corporation

Mastering the New Customer Experience Mangement in the Era of the Empowered Customer
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

How Effective Content Mangement Systems Attact and Keep Cusomters for Life
sponsored by Sitecore
WHITE PAPER: In this in-depth white paper, learn how to choose the best CMS for customer experience management. Understand this entity from the perspective of the marketer and developer.
Posted: 02 Mar 2015 | Published: 31 Dec 2014

Sitecore

Empowered Customers Expect More: Oracle vs. Salesforce
sponsored by Oracle Corporation
WHITE PAPER: Learn more about the needs of the empowered consumer and what type of platforms are available to help you foster outstanding customer service. Read on to get an in-depth comparison of leading CRM systems, Oracle and Salesforce.
Posted: 27 Feb 2015 | Published: 27 Feb 2015

Oracle Corporation

Operational Intelligence Adds to Business Smarts
sponsored by SearchBusinessAnalytics
EBOOK: In this 3-part guide, SearchBusinessAnalytics explores organizations' operational intelligence initiatives and their impact on business processes in customer service, logistics, energy, and manufacturing.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

SearchBusinessAnalytics

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Take Advantage of Multi-Channel to Improve Your CEM
sponsored by IBM
EGUIDE: In this e-guide, explore the business-driving benefits of integrating your data across all channels. Additionally, discover the latest contact center technologies that will boost customer service with multi-channel support.
Posted: 05 Mar 2015 | Published: 05 Mar 2015

IBM

The Adobe EchoSign advantage for media and entertainment
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper for information about e-signatures in the media sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

The Adobe EchoSign advantage for heatlhcare
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper to learn more about e-signatures in the healthcare sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

The Adobe EchoSign advantage for financial services
sponsored by Adobe EchoSign
WHITE PAPER: E-signatures offer financial institutions sustainable competitive advantages while meeting high industry standards. Access this white paper to learn more.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign
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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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