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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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Watson in TSS
sponsored by IBM
VIDEO: This webcast offers information about a solution that harnesses cognitive computing to assist with customer support. It diagnoses service requests to identify the best resolution almost instantaneously. Access this webcast now to see some of the client benefits this system has to offer.
Posted: 15 Dec 2016 | Premiered: 01 Nov 2016

IBM

Provide Top Customer Experiences with Faster Customer Care
sponsored by Zendesk
WHITE PAPER: Constellation Research has compiled extensive research and in-depth interviews of businesses that have implemented agile customer care strategies. Discover what analysts have revealed to work for real organizations.
Posted: 07 Dec 2016 | Published: 07 Dec 2016

Zendesk

State of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Customer expectations have risen to all-time highs and show no sign of stopping. Access this white paper to learn about the current state of customer service and how to prepare your business to move forward alongside customer expectations.
Posted: 05 Dec 2016 | Published: 27 May 2016

Microsoft

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

Business Leaders: 5 Reasons Why It's Time to Ditch Your Interactive Voice Response (IVR)
sponsored by [24]7
WHITE PAPER: Can you save money without losing your customers? Interactive voice response (IVR) may be hurting the customer experience and sending your hard-earned customers to your competitors. Access this white paper for 5 significant reasons to dump your IVR and keep your customers.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

Business Leaders: Stop Making it Hard to Be Your Customer
sponsored by [24]7
WHITE PAPER: Instead of trying to increase customer loyalty, what if you could mitigate the causes of customer disloyalty? Customers shouldn't have to do any work in order to be your customers. Access this white paper to discover why efforts to increase customer loyalty are failing and what you can do to decrease customer effort.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

RBC Implements Virtual Agents to Improve Online Customer Experiences
sponsored by [24]7
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

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

How Lucy Locket Grew Their Online Presence With The Cloud
sponsored by NetSuite
RESOURCE: How did wholesale distributer Lucy Locket grow its online presence to constitute 50% of the business' revenue? Find out how they were 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

How to Embed Digital Transformation in Your Agency
sponsored by Infor
WEBCAST: Government agencies need to simplify their websites and the ways in which they interact with citizens and users. Reserve a seat for an online training session Thursday, September 22nd at 2pm ET/ 11am PT to learn how agencies can handle digital transformations and the challenges that come with it.
Posted: 14 Sep 2016 | Premiered: Sep 14, 2016

Infor

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

Case Study: Home Healthcare Company Drives Its Business and Improves Patient Care
sponsored by Salesforce.com
RESOURCE: In this IDC report, discover how an in-home nursing home implemented a CRM tool to retain patients for repeat business, increase referral acceptance from 10% to 75%, achieve 460% ROI, and more.
Posted: 25 Aug 2016 | Published: 30 Apr 2015

Salesforce.com

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

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

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

Is Online Video Chat the Path to a Personalized Customer Experience?
sponsored by BoldChat - LogMeIn
EGUIDE: In this expert e-guide, customer experience pro Scott Sachs, President of SJS Solutions LLC, examines the maturation of online video chat as an effective tool in contact centers. Discover tips for architecting personalized customer journeys, and learn how to address some of the challenges of video-based customer service.
Posted: 16 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

Reaching New Heights In Omnichannel Customer Service
sponsored by BoldChat - LogMeIn
EGUIDE: Today's customer service professionals need to be able to reach out on whatever platform the customer feels the most comfortable with. In this expert e-guide, discover some tips on how to manage successful omnichannel customer service, as well as strategies for employing data monitoring to handle potential problems directly.
Posted: 14 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

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

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

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
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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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