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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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How to Create Compelling CX with Online Personalization
sponsored by Cxense
WHITE PAPER: In an environment where 62% of customers prefer to receive offers and promotions based on previous experiences, learn how to influence purchasing decisions for your demanding audience.
Posted: 04 May 2017 | Published: 04 May 2017

Cxense

15 Steps (And More) to Improve the Customer Experience
sponsored by Zendesk
EGUIDE: Customers – they're the lifeblood for many organizations. Which is why keeping up customer experience with the right CRM tools is a necessity. In this expert e-guide, learn 15 steps to improve the customer experience and how to use social CRM tools to your advantage.
Posted: 03 May 2017 | Published: 28 Apr 2017

Zendesk

Improve The Customer Experience Through New Technology, Better Insights
sponsored by Zendesk
EGUIDE: In the age of the customer, the term customer experience is highly charged and constantly changing. What adds to this is the new technology being used in contact centers to improve the customer experience. In this e-guide, learn how artificial intelligence, chatbots, and better data insights are used to improve CX and increase customer loyalty.
Posted: 03 May 2017 | Published: 28 Apr 2017

Zendesk

E-Commerce Technologies & Trends Changing the Customer Experience
sponsored by Adyen
EGUIDE: When it comes to customer experience, companies either make over-the-top statements or heavily discount products and product quality. But what do customers really want? In this e-guide, learn about the e-commerce key technologies and trends that defined 2016 and are continuing into this year.
Posted: 26 Apr 2017 | Published: 26 Apr 2017


Roll Out and Manage Multiple Customer Service Channels
sponsored by Zendesk
WHITE PAPER: In this guide, uncover the different communications channels you could be using to provide customer service as well as considerations for your roll out of these channels.
Posted: 24 Apr 2017 | Published: 24 Apr 2017

Zendesk

Customer Service Lessons from Disney
sponsored by Zendesk
WEBCAST: 20+ year customer service expert Dennis Snow reveals, focusing on relationships -- not tasks -- yields higher customer retention. Learn more tips from Snow on how to exceed customer expectations.
Posted: 23 Apr 2017 | Premiered: Apr 21, 2017

Zendesk

Customer Experience Leader DirecTV Modernizes to Maintain Their Lead
sponsored by Capriza
CASE STUDY: In this concise case study, learn how DirecTV decided on a mobile app that streamlined processes by enabling real time box activation.
Posted: 20 Apr 2017 | Published: 30 Dec 2016

Capriza

From Cost Center to Profit Center: The Potential ROI of Zendesk
sponsored by Zendesk
WEBCAST: In this 30 minute webinar, Forrester Senior Analyst, Ian Jacobs, discusses the financial impact of Zendesk, a study conducted by Forrester Consulting that examines the costs and benefits of Zendesk to reveal its ROI over a three year period.
Posted: 19 Apr 2017 | Premiered: Jan 31, 2017

Zendesk

Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships
sponsored by Zendesk
VIDEO: Join Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist to learn how machine learning can help improve your customer relationships, and how predictive analytics can further improve support and raise customer satisfaction.
Posted: 19 Apr 2017 | Premiered: 30 Dec 2016

Zendesk

2017 Customer Service Trends: Operations Become Smarter And More Strategic
sponsored by Zendesk
WHITE PAPER: This analyst report summarizes the top 10 customer service trends for 2017 that contact center leaders must pay attention to in order to deliver customer service excellence.
Posted: 19 Apr 2017 | Published: 27 Jan 2017

Zendesk

The Multichannel Customer Care Report
sponsored by Zendesk
RESEARCH CONTENT: Today's customer wants the personalized experience of human communication but expects the speed and ease of automated services – thereby creating a paradoxical conundrum for businesses. Uncover the key findings of this 2017 customer care report to learn about multichannel strategies for meeting rising expectations.
Posted: 19 Apr 2017 | Published: 19 Apr 2017

Zendesk

Using Chatbots, Live Chat, and Messaging To Interact With Customers
sponsored by [24]7
RESEARCH CONTENT: Gone are the days of just email and phone for connecting with customers. Research reveals that chat — including online chat tools and messaging apps — is now the most popular way for consumers to interact with retailers. In this research report, discover how customer service has changed with the adoption of chat channels.
Posted: 12 Apr 2017 | Published: 12 Apr 2017

[24]7

Investing in the Data Center to Meet Modern Customer Demands
sponsored by Red Hat
VIDEOCAST: Data center modernization is one way to boost digital transformation and innovation efforts. Learn about the problems with the current IT landscapes and how to go about solving them with in-memory data management.
Posted: 28 Mar 2017 | Premiered: Mar 14, 2017

Red Hat

Project Nightingale: An API-Led Revolution in Retail IT
sponsored by MuleSoft
EBOOK: This e-book presents a hypothetical retail business and follows their journey to meet customer expectations and deliver business agility. Discover how to take a new approach to integration with API-led connectivity and microservices architectures to tackle digital transformation challenges and deliver modern, personalized customer experiences.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

MuleSoft

Predict Customer Behavior With the Power of Big Data
sponsored by [24]7
WHITE PAPER: How do you delve down into data to discern customer behavior patterns and discover what content will provide focused and personalized experiences? Explore how to leverage big data and predictive analytics to turn customer data into critical opportunities in order to enhance decision-making and architect a truly unique, positive customer journey.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

[24]7

10 Rules For An Efficient Contact Center
sponsored by West UC
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Why Your Contact Center Needs Closer Integration With Marketing
sponsored by West UC
WHITE PAPER: Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Achieve A Single View Of The Retail Customer For Deeper Insight
sponsored by Hortonworks
WHITE PAPER: Consumer behavior changes constantly, threatening retailers' business objectives. But there are new opportunities for retailers willing to capture and analyze this behavior to gain insights and maintain their edge. Discover how to push your company to adapt to the evolving customer. Plus, learn about the role big data plays in this new landscape.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

Hortonworks

10 Hidden Costs of Quoting with Spreadsheets
sponsored by TechData - Connectwise
WHITE PAPER: Many companies shy away from investing in a professional quote and proposal automation platform because they think it's too expensive, or that spreadsheets are just as good. Unfortunately, spreadsheets weren't designed with quoting in mind. Learn about the 10 hidden costs of quoting with spreadsheets, so you won't get caught off guard.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

TechData - Connectwise

Gartner: Rethinking CRM Customer Service Fundamentals
sponsored by ServiceNow
ANALYST REPORT: To survive in the changing business landscape, your entire enterprise now needs to be involved in customer service, not just one department. This Gartner report takes an in-depth look at the 3 guiding principles of renewing your CRM and customer service strategy for the next generation of customers.
Posted: 19 Apr 2017 | Published: 08 Mar 2016

ServiceNow

The Essential Checklist for Modernizing Customer Service (ebook)
sponsored by ServiceNow
EBOOK: One survey revealed that companies with the best customer service are 127% more likely to enable inter-departmental collaboration than the average company. Access this e-book to see what else this survey revealed and how you can modernize your organization's customer service.
Posted: 18 Apr 2017 | Published: 30 Sep 2016

ServiceNow

IDC Market Spotlight - Maturity Model
sponsored by ServiceNow
WHITE PAPER: Any organization can make a good product. One way modern organizations are using to differentiate themselves is excellent, differentiated customer service. Read this white paper for information on new demands that technologies such as IoT are placing in customer service, and how you can utilize them to create proactive service in your organization.
Posted: 17 Apr 2017 | Published: 31 Jan 2017

ServiceNow

A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

ServiceNow

Creating Personalized Experiences with Real-Time Insights for CEM
sponsored by OpenText
EGUIDE: Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
Posted: 28 Mar 2017 | Published: 21 Mar 2017

OpenText

5 Ways Every Sales Rep Can Accelerate Success with Analytics
sponsored by Salesforce.com
WHITE PAPER: This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.
Posted: 27 Mar 2017 | Published: 31 Dec 2016

Salesforce.com
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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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