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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
76 - 100 of 704 Matches Previous Page  |  Next Page
The Building Blocks of a Mobile-Friendly Omni-Channel Customer Experience
sponsored by Aspect
WHITE PAPER: While there are challenges to overcome when building a customer-focused mobile experience, many best practices can be accomplished without significant technology implementations. Access this white paper to learn what you can do to satisfy the mobile consumer.
Posted: 24 Dec 2015 | Published: 24 Dec 2015

Aspect

Failing to Meet Mobile App User Expectations: A Mobile App User Survey
sponsored by Hewlett Packard Enterprise
WHITE PAPER: A well-performing app turns mobile users into brand advocates. Access this report to find survey results from 3,011 mobile-enabled consumers regarding their preferences, expectations, and what makes them dump your app for good.
Posted: 24 Dec 2015 | Published: 27 Feb 2015

Hewlett Packard Enterprise

Learn How You could be Missing Customer Expectations
sponsored by Avaya
VIDEO: This video explores recent research on the changing needs of consumers when it comes to delivering the right customer experience. Learn how to help the 78% of customers who say their interaction with companies has evolved.
Posted: 24 Dec 2015 | Premiered: 18 Nov 2015

Avaya

Improve Customer Experience with Better Self-Service
sponsored by Aspect
WHITE PAPER: In this Forrester report, you'll learn how to increase the breadth of your organization's self-service channels -- as well as the depth of these channels. Read on and uncover best practices for doing so.
Posted: 23 Dec 2015 | Published: 31 Mar 2015

Aspect

Expert Advice for Boosting CRM: Stop Reading Infographics and Start Selling
sponsored by Microsoft
WHITE PAPER: In this infographic, you will discover how to optimize your valuable time as an enterprise CIO, and foster best-in-class CRM. Read on to discover how to better nurture leads and make the best use of your time in growing your business, and find out how to boost your CRM in just minutes.
Posted: 22 Dec 2015 | Published: 22 Dec 2015

Microsoft

Best Practices For Choosing CRM System Features
sponsored by Salesforce.com
EGUIDE: This e-guide examines key considerations when evaluating CRM tools, as well as insight into why one CRM expert chooses Salesforce over Microsoft Dynamics. Read on to learn more.
Posted: 21 Dec 2015 | Published: 21 Dec 2015

Salesforce.com

Deliver Secure, New Business Services and Improve the Customer Experience
sponsored by CA Technologies
WHITE PAPER: This resource discusses ways organizations can deliver secure, new business services with identity management in mind. By accessing, you'll find a checklist designed to help you simultaneously grow and protect your business.
Posted: 18 Dec 2015 | Published: 18 Dec 2015

CA Technologies

Top 4 Emerging Mobile App Strategies
sponsored by Magnet
WHITE PAPER: This e-book digs into the top 4 emerging mobile app strategies for 2016 that can help you win customer loyalty. Rely on this guide as your "cheat sheet" to enabling better mobile experiences for today's always on-the-go customers.
Posted: 18 Dec 2015 | Published: 18 Dec 2015


How to Maximize Sales Productivity in the Modern Workplace
sponsored by Microsoft
WHITE PAPER: This white paper presents a three-step strategy towards selling more effectively. Access now and get details on staying focused, winning faster, and building trust.
Posted: 16 Dec 2015 | Published: 16 Dec 2015

Microsoft

Turn Social Sentiment into Opportunity with CRM and Analytics
sponsored by Microsoft
WHITE PAPER: In this guide, you'll uncover tips on how to reach customers at the point of influence with social marketing. Learn why social engagement plays a critical role in bridging the gap between your digital campaigns and the conversations they spark.
Posted: 15 Dec 2015 | Published: 15 Dec 2015

Microsoft

A Guide for Driving Sales Leads: Social is for Closers
sponsored by Microsoft
WHITE PAPER: In 2012, social salespeople were 23% more successful at exceeding their quotas. Access this guide and learn how to emulate the best social salespeople by uncovering tips on boosting relationships, driving sales leads, and more.
Posted: 15 Dec 2015 | Published: 15 Dec 2015

Microsoft

7 Key Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
WHITE PAPER: With the right goals set in place, contact centers have the potential to be profit centers. Read on and you'll learn how to make the business case for transforming the contact center by understanding seven key trends.
Posted: 15 Dec 2015 | Published: 15 Dec 2015

Avaya

Infographic: Improving Customer Experiences in the Omnichannel Age
sponsored by Avaya
WHITE PAPER: This infographic denotes clear steps toward unifying all of your touchpoints to deliver exceptional customer service. Learn how to give your audience a consistent journey regardless of where or how they interact with you.
Posted: 15 Dec 2015 | Published: 15 Dec 2015

Avaya

Your Business Won't Make it to 2020 - Unless you Take These 3 Steps
sponsored by Avaya
WHITE PAPER: In this executive brief, you'll find survey results that point to significant improvement in companies who have implemented a customer experience management (CEM) strategy. Access now to learn how to define and execute your own strategy.
Posted: 14 Dec 2015 | Published: 31 Dec 2014

Avaya

Team and Customer Engagement Office IP
sponsored by Avaya
WHITE PAPER: This data sheet explores ways to offer engagement for employees and customers alike in an "always-on" world. From telephony and video to mobility and contact center applications, you'll learn strategies to help you improve your business communications.
Posted: 14 Dec 2015 | Published: 30 Nov 2015

Avaya

7 Requirements For Effective Customer Experience Management
sponsored by Kofax, Inc.
WHITE PAPER: In this white paper, learn how communication management software (CCM) can optimize scheduled and ad-hoc customer communications. Additionally, see 7 questions to ask before adopting CCM.
Posted: 14 Dec 2015 | Published: 14 Dec 2015

Kofax, Inc.

The Shift to Customer Centricity in the Contact Center
sponsored by Avaya
WHITE PAPER: In this infographic, you'll find statistics from one contact center research report that reveal new customer expectations. Learn how to address consumer needs by driving change in the contact center.
Posted: 11 Dec 2015 | Published: 11 Dec 2015

Avaya

5 Weird Myths You May Have Read About Customer Experience Management
sponsored by Kofax, Inc.
WHITE PAPER: This brief white paper uncovers the true benefits of customer communication management (CCM) tools and disproves 5 common myths that many organizations tend to associate with them. Learn how CCM technology is more than just a marketing tool, and can help your enterprise streamline processes and save costs.
Posted: 10 Dec 2015 | Published: 10 Dec 2015

Kofax, Inc.

Dutch Insurance Company Takes Control of Customer Service to Save Their Business
sponsored by Kofax, Inc.
CASE STUDY: Access this case study now to discover the solution that helped independent Dutch insurance company de Goudse transform the once complex and time-consuming process of document management into a straightforward, standardized way of managing customer communications.
Posted: 10 Dec 2015 | Published: 10 Dec 2015

Kofax, Inc.

Communicate through Multiple Channels for Greater Engagement and Retention
sponsored by Kofax, Inc.
EBOOK: Discover why adopting a CCM solution with passive and active multi-channel communication empowers your business to engage with your customers across multiple delivery channels and with minimal effort.
Posted: 08 Dec 2015 | Published: 08 Dec 2015

Kofax, Inc.

Google shift underscores importance of mobile Web design
sponsored by Bazaarvoice
EGUIDE: In this e-guide, learn about how Google is adding mobile performance to its SEO equation, and how that has companies reevaluating Web strategy to avoid losses in search rankings.
Posted: 07 Dec 2015 | Published: 07 Dec 2015

Bazaarvoice

Nine Ways Your WCM Platform Enables Customer Experience Management
sponsored by Sitecore
WHITE PAPER: In this guide, you will learn the 9 most important customer experience capabilities to look for in a WCM, why WCM should be the backbone of your customer experience management strategy, and how you can integrate WCM tools with other marketing systems.
Posted: 04 Dec 2015 | Published: 30 Sep 2015

Sitecore

Selling with Social: New Research to Improve Online Sales
sponsored by Bazaarvoice
WHITE PAPER: In this white paper you will examine who is generating and using consumer-generated content, where they are using it, and how it is impacting offline buying behavior. Read on to explore the findings of this study and recommendations on how to apply these insights to your own marketing endeavors.
Posted: 03 Dec 2015 | Published: 03 Dec 2015

Bazaarvoice

CRM & Manufacturing: Working Hand in Glove
sponsored by Microsoft
WHITE PAPER: This white paper introduces a Sales Transformation Pyramid (STP) model, a step-by-step methodology for effecting a positive transformation in your company's sales performance. Access this framework to learn how you can optimize your enterprise's sales performance and refine your internal processes, communication, and agility.
Posted: 24 Nov 2015 | Published: 24 Nov 2015

Microsoft

Selling with Social: How Social Curation Drives Engagement and Sales
sponsored by Bazaarvoice
WHITE PAPER: Access this white paper now to learn how your business can use rich social content and customer feedback to drive engagement trust and conversion.
Posted: 24 Nov 2015 | Published: 24 Nov 2015

Bazaarvoice
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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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