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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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Virgin Atlantic Soars to New Heights with Windows 10
sponsored by Microsoft
VIDEO: Find out how Virgin Atlantic teamed up with Microsoft to create an Immersive Digital Adventure (Ida) built as a Windows 10 universal app, to showcase the advantages that they can provide to their business customers.
Posted: 27 Oct 2016 | Premiered: 08 Dec 2015

Microsoft

RBC Implements Virtual Agents to Improve Online Customer Experiences
sponsored by [24]7 Customer, Inc.
CASE STUDY: RBC, a large financial services institution, wanted to improve customer relations while reducing the number of calls coming into its contact centers. Access this case study to learn how they implemented virtual agents across their banking, direct investing, and insurance websites to enhance the customer experience and improve their bottom line.
Posted: 24 Oct 2016 | Published: 24 Oct 2016

[24]7 Customer, Inc.

What? Crackle. Drop. The Cost of Weak Online Conferencing for Business and IT
sponsored by ReadyTalk
WHITE PAPER: Every conference—online or in person—is an investment your company makes of time, money and resources. This white paper highlights the risks and costs that weak, online conferencing can bring to your business and IT if it isn't remedied soon.
Posted: 24 Oct 2016 | Published: 31 Aug 2016

ReadyTalk

Three Steps to a Winning Consumer Loyalty Strategy
sponsored by Marketo
EBOOK: Customer loyalty, or retention, isn't just the key to success, it's vital and your business' continuation depends on it. Access this e-book to learn how to reimagine your customer loyalty strategy in three easy steps. You'll also learn how to identify your most loyal customers, personalize experiences just for them, and more.
Posted: 21 Oct 2016 | Published: 21 Oct 2016

Marketo

The Path to 2020: Marketers Seize the Customer Experience
sponsored by Marketo
WHITE PAPER: Access this expert report to learn what is in store for customer experience over the next three years. Take away the top 5 insights gained from almost 500 CMOs and senior marketing executives and what you can do to future and what they are doing to pioneer the future.
Posted: 21 Oct 2016 | Published: 21 Oct 2016

Marketo

E-Commerce Leader Improves Customer Service
sponsored by [24]7 Customer, Inc.
CASE STUDY: A leading US online retailer needed to find a way to improve the quality and effectiveness of its chat customer experience. Access this case study to learn about the two-pronged approch they took to improve customer service, experience, personalization, and more.
Posted: 21 Oct 2016 | Published: 21 Oct 2016

[24]7 Customer, Inc.

Case Study: 50% of Wholesale Distributer's Revenue Comes from Online
sponsored by NetSuite
RESOURCE: How did one wholesale distributer grow its online presence to constitute 50% of the business' revenue? Find out how Lucy Locket was able to increase their flexibility, scalability, and real-time visibility to expand their online presence.
Posted: 14 Oct 2016 | Published: 14 Oct 2016

NetSuite

The Value of Cloud ERP to Your Business
sponsored by NetSuite
WHITE PAPER: Finding the right ERP strategy is critical because it helps perform and improve critical functions like automating core business operations, improving financial compliance, enhancing customer service, and more. Access this buyer's guide to help decide if on-premise ERP is right for your needs or if it's time to consider migrating to the cloud.
Posted: 13 Oct 2016 | Published: 31 Dec 2015

NetSuite

Cox Automotive Turbocharges Cloud Customer Experience
sponsored by Red Hat
RESOURCE: Create a private cloud that provides a self-service IT portal for its resource provisioning—unlocking the potential to support development of new products while avoiding the risk of shadow IT.
Posted: 13 Oct 2016 | Published: 13 Oct 2016

Red Hat

Baking and the Digital Revolution: Meeting the New Customer Expectation
sponsored by Magenic
WHITE PAPER: Banking is undergoing a digital revolution, due largely to mobile capabilities, in order to keep pace with customer expectations. Discover which services your customers expect to be handled digitally or in-person, and how to deliver the speed and agility they demand without stretching yourself too thin.
Posted: 06 Oct 2016 | Published: 30 Sep 2016

Magenic

Plug-and-Play POS: How Point-of-Sales is Entering a New Market Model
sponsored by Intel
WEBCAST: Discover how POS is entering the new IoT market model, and take advantage of plug-and-play POS to vastly improve the customer experience. Tune in as experts demonstrate 3 simple steps to POS implementation, and more.
Posted: 06 Oct 2016 | Premiered: Oct 6, 2016

Intel

Measuring Customer Support Case Deflection & Self-Service Success
sponsored by Coveo
WEBCAST: Access this webinar to learn how to measure case deflection and self-service success, the differences between the two, and provide customers with the support they expect in order to grow and maintain retention rates.
Posted: 28 Sep 2016 | Premiered: Sep 28, 2016

Coveo

40% Boost in Customer Case Deflection: A Case Study
sponsored by Coveo
WEBCAST: Watch this webinar to learn how Brocade was able to boost its case deflection by 40%, and why this supported revenue growth without having to increase the support budget.
Posted: 28 Sep 2016 | Premiered: Sep 28, 2016

Coveo

Taking the First Step Towards Omnichannel? Key Insights From the Experts
sponsored by Genesys
WEBCAST: Omnichannel is the new norm in self-service, but not everyone is quite on board yet. In this webinar, experts including Kate Leggett, vice president and principal analyst at Forrester Research Inc., provide insights into omnichannel opportunities you can approach to improve the experience for your customers.
Posted: 28 Sep 2016 | Premiered: Oct 19, 2016

Genesys

6 Ways Intelligent Customer Service is Transforming Support Organizations
sponsored by Coveo
RESOURCE: 67% of customers would rather resolve their issues through self-service than call a contact center. Learn more about this and 5 other ways that intelligent customer service is changing the way support organizations work.
Posted: 27 Sep 2016 | Published: 27 Sep 2016

Coveo

Redefine Your Customer Service: 10 Trends to Consider
sponsored by ServiceNow
RESOURCE: In the age of the customer, executives don't decide how customer-centric their companies are — customers do. In this Forrester report, learn the top 10 trends for application development and delivery pros supporting customer service operations. Write your company's roadmap and redefine customer service success in the age of the empowered customer.
Posted: 27 Sep 2016 | Published: 05 Jan 2016

ServiceNow

Guide to Mastering Intelligent Customer Service
sponsored by Coveo
EBOOK: Today's customers are more empowered than ever, so naturally their expectations are changing across every industry. Use this e-book to explore the intelligent customer self-service approach, the balance between improving self-service and agent skills, and best practices.
Posted: 26 Sep 2016 | Published: 26 Sep 2016

Coveo

Survey Report: Insights from Today's Customer Service Leaders
sponsored by ServiceNow
WHITE PAPER: Customer service is difficult to master, but this survey report offers insights from 200 U.S. customer service leaders. Inside you will learn about common practices among these leaders and see how you can apply them within your organization.
Posted: 26 Sep 2016 | Published: 31 Aug 2016

ServiceNow

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

What Exactly is Deflection and How Do You Measure It?
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: How to Deliver Superior Web Performance to End Users in China
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

Limitations of Customer Self-Service for Contact Centers
sponsored by ServiceNow
EGUIDE: Today's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.
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.

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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