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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
26 - 50 of 706 Matches Previous Page  |  Next Page
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

Why CRM is Critical for Value-Selling
sponsored by Infor
WHITE PAPER: Today, salespeople have less control over the sales process than ever before. Discover ways to help salespeople continue to be a valuable part of a transaction with value-selling and CRM by collecting, analyzing, and sharing customer data.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Infor

Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST: Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016

Genesys

The Social Customer Service Playbook
sponsored by Lithium Technologies
WHITE PAPER: 40% of customers switch loyalty because a competitor offers better customer service. With customers ready to switch to competitors for better service, you can't afford to fall behind. This white paper will help you improve your customer service for the new digital age.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

Lithium Technologies

Close the Customer Communication Gap: How to Use Notifications
sponsored by Twilio
WHITE PAPER: Learn how to keep customers informed and up-to-date with notifications, as well as why you need to incorporate them into your applications. Access this white paper now to discover how Uber and 4 other successful companies have used notifications to deliver superior customer experiences.
Posted: 19 Aug 2016 | Published: 19 Aug 2016

Twilio

Your Guide to Social Customer Service Success in 2016
sponsored by Lithium Technologies
WHITE PAPER: 47% of customers seeking service have gone through social media. Social customer service teams are becoming a necessity. Learn how to build your team, find where both your business' and your customers' needs intersect, and more.
Posted: 19 Aug 2016 | Published: 19 Aug 2016

Lithium Technologies

Location-Based Services Transforming Real-Time Sales and Marketing
sponsored by SearchCRM
EBOOK: Mobile location-based services offer a treasure trove of customer data, but companies must walk a fine line between sound marketing and personal privacy.
Posted: 18 Aug 2016 | Published: 16 Aug 2016

SearchCRM

Demonstrations: Deliver Superior Customer Interactions
sponsored by IBM
RESOURCE CENTER: Good customer service means real-time engagement and a coordinated response. Access these demonstrations to learn how to effectively engage with and respond to customers, accelerate onboarding, cut costs and improve service, and how to handle customer complaints—before they become public.
Posted: 15 Aug 2016 | Published: 22 Jul 2016

IBM

Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: CRM isn't enough anymore. Improving customer service is a top concern for most businesses, and we all know that acquiring new customers is more expensive than retaining existing ones. In this guide, find a checklist for modernizing your customer service and the benefits of doing so.
Posted: 12 Aug 2016 | Published: 12 Aug 2016

ServiceNow

The Key to Improving Customer Experience and Decreasing Disloyalty
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Providing customers with a "delightful" experience has become a focus for business differentiation. It's garnered a lot of attention, but is it actually worthwhile? Discover the key to improving customer loyalty and 8 questions that are essential to decreasing disloyalty through reducing customer effort.
Posted: 10 Aug 2016 | Published: 10 Aug 2016

[24]7 Customer, Inc.

Benefit from Automated Services Without Sacrificing Customer Experience Using Enterprise Intelligent Assistants (EIAs)
sponsored by [24]7 Customer, Inc.
RESOURCE: Enterprise intelligent assistants (EIAs) are growing in popularity but do you have the knowledge that you need to choose the right one? In this Opus Research report, learn 8 core characteristics of highly successful EIAs. Discover how you can benefit from automated services without sacrificing quality customer experience.
Posted: 09 Aug 2016 | Published: 31 Aug 2015

[24]7 Customer, Inc.

Trends 2016: The Future of Customer Service
sponsored by ServiceNow
RESOURCE: This Forrester Report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations should know to deliver customer service excellence.
Posted: 05 Aug 2016 | Published: 05 Jan 2016

ServiceNow

Data Sheet: Uncover Complex Issues & Optimize the Customer Experience
sponsored by Catchpoint Systems Inc.
DATA SHEET: Website and application user experience is the diff¬erence between success and failure in digital business, making it more critical than ever to measure and analyze real user experience. Access this data sheet to learn how continuous customer experience monitoring drives results and revenue.
Posted: 03 Aug 2016 | Published: 03 Aug 2016

Catchpoint Systems Inc.

The Future of Retail Customer Experience
sponsored by [24]7 Customer, Inc.
WHITE PAPER: 71% of in-store shoppers who use smartphones say the device is more important than the in-store experience. Uncover the future of retail shopping with 5 key predictions based on current trends and the changing perception of shopping experiences for you to consider.
Posted: 28 Jul 2016 | Published: 28 Jul 2016

[24]7 Customer, Inc.

Transform Work in the Cloud with Secure Content Management
sponsored by IBM
VIDEO: Countless hours can be wasted navigating content siloes when looking for the right files to share with customers. Watch this video to learn how you can quickly scan, classify, and tag documents to enhance the security of your content collaboration and improve customer relationships.
Posted: 27 Jul 2016 | Premiered: 21 Mar 2016

IBM

Secure, Scalable Content Collaboration
sponsored by IBM
VIDEO: This short video highlights how a CIO of a national leading bank improved critical steps of a loan application process to ensure sensitive customer information and documents are being handled in the best way. Gain ideas on how you can improve your content management processes to keep important information secure and help improve customer service.
Posted: 27 Jul 2016 | Premiered: 17 Mar 2016

IBM

Designing a Marketing Organization for the Digital Age
sponsored by Marketo
RESOURCE: More than 90% of smartphone users look up information while they are in the middle of another task. Read on to learn more about the urgent need for fundamental changes needed for digital marketing success and how waiting to make these changes could be hurting your organization.
Posted: 25 Jul 2016 | Published: 25 Jul 2016

Marketo
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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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