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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.  … 
Customer Service Reports
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Customer Experience Management (CXM) by Adobe
sponsored by Adobe
RESOURCE: CXM means orchestrating and delivering the end-to-end customer experience across every touch point, at any time, at scale. Hear from the digital leaders that are taking a CXM mindset to their content creation, marketing, advertising, analytics, commerce and more on this Adobe webpage.
Posted: 19 Oct 2020 | Published: 19 Oct 2020

Adobe

Adobe Experience Platform
sponsored by Adobe
WHITE PAPER: Download this white paper to explore a simpler way to deliver the service your customers expect with Adobe’s Experience Platform.
Posted: 19 Oct 2020 | Published: 19 Oct 2020

Adobe

Bank of New Zealand pioneers a pathway to transformation with Marketo
sponsored by Adobe
CASE STUDY: As they grew, financial institution, Bank of New Zealand, realized they would need to upgrade their marketing technology to meet customers’ evolving expectations. Read this brief case study to see why Bank of N.Z. chose to implement Marketo and how it helped them meet strategic goals.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

The Pathway To Contact Center Modernization
sponsored by DXC
EBOOK: This whitepaper provides best practices for achieving contact center modernization using a step-by-step approach. Data points referred to in this paper provide an Asia Pacific-centered perspective, based on findings from the global Ecosystm CX Study.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

DXC

Empathy in Customer Service
sponsored by Genesys
EBOOK: Recently, MyCustomer and Genesys commissioned Smart Survey to gather customers’ opinions on how well they think companies are responding to the need for empathy in interactions. Download this eBook to explore their results.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

Genesys

You’ve Uncovered the Weak Spots in Your Omnichannel Approach: Now What?
sponsored by Comcast Business
WHITE PAPER: Download this white paper to explore insights and strategies that can help you pivot to digital business, navigate new work environments, and manage changing customer expectations amid uncertainty.
Posted: 07 Oct 2020 | Published: 07 Oct 2020

Comcast Business

Creating A New Customer Engagement Model for Retail
sponsored by TATA Communications
WHITE PAPER: Read this white paper to learn about Tata Communications Store at Home and how it can help you provide a digital experience that retains the best features of shopping in person while ensuring the health and safety of your customer and employees.
Posted: 06 Oct 2020 | Published: 06 Oct 2020

TATA Communications

Driving Home A New Auto Purchase Experience
sponsored by TATA Communications
DATA SHEET: The value of an automotive retailer is to help customers make informed choices when they are purchasing a vehicle. However, the world of social distancing has made it this very difficult. In this brief, learn how you can address this challenge with Tata Communications’ Store at Home offering which can help deliver video-based interactions.
Posted: 02 Oct 2020 | Published: 02 Oct 2020

TATA Communications

AI isn’t Artificial in the Contact Center
sponsored by Avaya
RESOURCE: Contrary to its name, AI is anything but artificial; the technology enables contact centers to deliver more authentic and meaningful experiences than ever before. In one recent webinar, Avaya discussed the benefits of using AI before, during and after a customer interaction takes place. Explore the key takeaways in this blog post.
Posted: 30 Sep 2020 | Published: 30 Sep 2020

Avaya

The Essential Role of a Modern Contact Center
sponsored by Avaya
RESOURCE: The coronavirus pandemic has had lasting effects on the contact center. It’s motivated many vendors to shift focus and consider new areas of innovation. Explore Avaya’s take on how the contact center has—and will continue to—change as a result of digitization and business uncertainty in this blog post.
Posted: 30 Sep 2020 | Published: 30 Sep 2020

Avaya

Evolving your customer journeys to the next normal
sponsored by ServiceNow
EBOOK: Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.
Posted: 29 Sep 2020 | Published: 29 Sep 2020

ServiceNow

How AI enabled this Fortune 500 company to improve its customer care interactions and operational performance up to 20%
sponsored by Fractal
RESOURCE: Read this brief case study to see how using Fractal's AI-powered tool, dCrypt, helped one Fortune 500 retailer improve their overall customer care operations framework, and customer experience—while improving operational performance by 20%.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

Fractal

Not All Chatbots are Created Equal: The Intelligence Question
sponsored by [24]7.ai
EBOOK: Download this eBook for an in-depth look at the different types of chatbots available and their features.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

[24]7.ai

So You Think You Want a Chatbot?
sponsored by [24]7.ai
EBOOK: While the pressure to implement chatbots is intense, the fastest route to failure is to push out a request for proposals (RFP) when you haven’t fully researched the topic. Explore some of the key questions to ask about chatbots during the RFP process in this eBook.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

[24]7.ai

What Consumers Expect From the Customer Experience...and How You Can Deliver
sponsored by Kustomer
WHITE PAPER: Access this white paper for the highlights of a survey across 550 US-based consumers to understand what they expect from the customer experience, where organizations are falling short, and how expectations are shifting across generations.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Customer Experience, the New Challenge of Smart Monitoring
sponsored by Centreon Software Systems
WHITE PAPER: The list of essential processes that rely on IT structures and support to run is nearly endless. Read this white paper to know how innovative businesses are now positioning the customer experience as the main goal of IT; and see how monitoring plays into this shift of IT priorities.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Centreon Software Systems

Six Ways to Use AI for Intelligent Customer Service
sponsored by Kustomer
WHITE PAPER: Check out this white paper from Kustomer to learn 6 ways to leverage AI to deliver effortless and effective customer service and discover the future of the industry.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Conversational Commerce
sponsored by [24]7.ai
EBOOK: [24]7.ai defines Conversational Commerce as a tool that aims to replicate and automate a deep level of communication between company and customer found in traditional, face-to-face interactions. Get the basics about the “customer experience of the future” in this 35-page introductory guide.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020–21
sponsored by [24]7.ai
ANALYST REPORT: In this report, Ovum names the 9 market leaders—as well as 2 market challengers—that are making the most out of AI with their virtual assistants. Explore the key findings here.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020
sponsored by [24]7.ai
WHITE PAPER: In this exclusive Forrester Research report, Forrester evaluates the top 13 providers in the digital-first customer service market, which has seen tremendous growth this year. Download the report to learn about the 3 key takeaways to keep in mind for a successful customer service approach—and see if your vendor makes the list.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

[24]7.ai

Your Next Move to the Future
sponsored by Avaya
RESOURCE: For a large portion of companies, digital transformation takes shape in improving customer service and enhancing employee efficiency. Read this blog post to evaluate whether or not the contact center subscription model is the right approach for your business as you seek to embrace AI, cloud computing, and other rapidly evolving technologies.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Avaya

The Aragon Research Globe for Intelligent Contact Centers, 2020
sponsored by Avaya
WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Avaya

Pearson Refurbishes Their Customer Service and Boosts Email Support with Freshdesk
sponsored by Freshworks
CASE STUDY: Publishing company, Pearson Netherlands, had predominantly been using email to respond to customer queries. But as they grew, they realized they needed to implement a new support solution, like Freshdesk by Freshworks. Learn about their experience using Freshdesk in this case study.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Freshworks

Prepping for the Holidays
sponsored by Kustomer
WHITE PAPER: While the holiday season is a happy time for businesses and consumers alike, it can be stressful when customer service inquiries are spiking by almost 120%, like they did in 2019. Read this white paper to learn why omnichannel support is necessary for innovative businesses, how to best provide customers with the self-service they crave, and more.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

Rebounding with Charm: Fireside Chat with Kendra Scott
sponsored by ServiceNow
WEBCAST: As Founder & CEO of Kendra Scott Jewelry, jewelry designer Kendra Scott has worked hard to thoughtfully and safely re-open some of her 100+ retail locations. She was recently joined by Tracey Fritcher, ServiceNow’s Principal Strategist, Employee Experience Solutions, to discuss her experience. Watch the video to learn more.
Posted: 18 Sep 2020 | Premiered: Sep 18, 2020

ServiceNow
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