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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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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.

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

Maximizing Moments of Truth: Optimizing Customer Interactions
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

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

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

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

Demonstrations: How To Deliver Superior Customer Interactions
sponsored by IBM
RESOURCE CENTER: Your customer service reps need to be able to engage customers in real-time with a coordinated response across all channels. These demonstrations show how to effectively engage with and respond to customers, accelerate onboarding, cut costs and improve service, and handle customer complaints before they become public.
Posted: 15 Aug 2016 | Published: 22 Jul 2016

IBM

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.

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.

Customer Marketing: How to Keep Your Customers Coming Back for More
sponsored by Marketo
EBOOK: Customer retention is more important than ever. This e-book will explore what customer marketing entails and the value of developing a solid strategy around it. Learn how to implement a customer marketing strategy for your organization.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

Marketo

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)

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

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

Service Cloud Brings Intuitive UI to Customer Service and Support
sponsored by Salesforce.com
EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
Posted: 21 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

Improving Customer Service with Knowledge Management Systems
sponsored by Salesforce.com
EGUIDE: Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

Improving Omnichannel Customer Service with Salesforce IoT Cloud
sponsored by Salesforce.com
EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

Service Cloud: New Capabilities Aiming to Unify Fragmented CEM
sponsored by Salesforce.com
EGUIDE: Did you know that 61% of consumers must interact with a company on multiple channels to resolve a customer service issue? And did you also know that Salesforce has brought new capabilities to Service Cloud, aiming to help unify fragmented customer journeys? View this guide to learn about them, it's pricing and availability.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

ENT and Allergy Associates Prescribes Improved Focus on Customer Service
sponsored by Avaya TSG
CASE STUDY: Two years ago, ENT and Allergy Associates, LLP (ENTA) created a Patient Rapid Response Center to quickly answer and respond to patient inquiries. Find out how they were able to significantly decrease wait time, and maintain service levels, for both voice and multimedia calls.
Posted: 15 Jul 2016 | Published: 14 Jul 2016

Avaya TSG

Case Study: Streamlining Customer Service in Dental Care
sponsored by Avaya TSG
WHITE PAPER: This case study examines the strategies one chain of dental practices adopted to streamline its patient service processes, including automated call redirection, reduced call center staff and phone lines, and more.
Posted: 14 Jul 2016 | Published: 14 Jul 2016

Avaya TSG

Healthcare Case Study: Improving Customer Experience and Cost-Efficiency
sponsored by Avaya TSG
WHITE PAPER: In this case study, learn about a global pharmaceutical company improved its customer service and the productivity of its contact center while also achieving significant cost savings in communications.
Posted: 14 Jul 2016 | Published: 31 Dec 2015

Avaya TSG
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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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