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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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Four Journeys One Destination Customer Experience Excellence
sponsored by Cisco Webex
EBOOK: PH
Posted: 13 Oct 2021 | Published: 13 Oct 2021

Cisco Webex

Computer Weekly - 12 October 2021: How AI - and puffins - are boosting renewable energy
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, we find out how an artificial intelligence system for tracking puffins could help boost renewable energy use. We examine the often-overlooked, but often damaging, diversity issue of age discrimination in tech. And we look at the key considerations when choosing enterprise cloud file services. Read the issue now.
Posted: 11 Oct 2021 | Published: 11 Oct 2021

ComputerWeekly.com

Computer Weekly – 5 October 2021: The most influential women in UK technology
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, we reveal the 50 women chosen as the most influential in UK technology for 2021, and talk to the 10th winner of our annual list – Poppy Gustafsson, CEO of Darktrace. Also, our latest buyer's guide looks at digital customer experience technologies. Read the issue now.
Posted: 01 Oct 2021 | Published: 05 Oct 2021

ComputerWeekly.com

5 Benefits of Developing Diversity in Customer Service
sponsored by Freshworks
EBOOK: PH
Posted: 27 Sep 2021 | Published: 27 Sep 2021

Freshworks

5 Strategies to Deliver Customer Service in Information Technology
sponsored by Freshworks
EBOOK: PH
Posted: 27 Sep 2021 | Published: 27 Sep 2021

Freshworks

Rightsizing Your Salesforce Spend
sponsored by ClearEdge
WHITE PAPER: Without an accurate assessment of your current environment and future needs, you can find yourself at an inherent disadvantage in negotiating the best deal. Access 'Rightsizing your Salesforce Spend and Deal Structure' to learn the mistakes that lead to overspending, discover how to accurately forecast licensing needs, and more.
Posted: 13 Sep 2021 | Published: 13 Sep 2021

ClearEdge

Salesforce Street Pricing & Sales Tactics
sponsored by ClearEdge
WHITE PAPER: This special report provides you with the actual discounts negotiated in more than 100 recent Salesforce deals on products like CRM, Marketing Cloud, Einstein and more.
Posted: 13 Sep 2021 | Published: 13 Sep 2021

ClearEdge

Top 3 Gotchas in a Salesforce Agreement
sponsored by ClearEdge
WHITE PAPER: This eBook identifies traps hidden in the standard language of your Salesforce licensing agreement and provides specific guidance to help minimize your company's exposure.
Posted: 13 Sep 2021 | Published: 13 Sep 2021

ClearEdge

Omnichannel_Support_Ebook
sponsored by Thankful
EBOOK: In this digital age, customers have much higher demands for what they expect from customer service. By offering omnichannel options, you can not only ensure each customer can reach you, but that they reach out in a way that is most convenient for them. Access this eBook to explore 5 omnichannel support options you can implement for your customers.
Posted: 05 Aug 2021 | Published: 05 Aug 2021

Thankful

Thankful_Blenders_Case_Study
sponsored by Thankful
CASE STUDY: In this case study, see why Blenders, an eyewear company, turned to Thankful to help handle email support, their busiest communication channel, as well as chat to manage ticket backlog. Open now to uncover key challenges, solutions, and results, and learn how you can get started implementing AI customer service into your organization.
Posted: 04 Aug 2021 | Published: 04 Aug 2021

Thankful

Thankful_Bonafide_Case_Study
sponsored by Thankful
CASE STUDY: Bonafide, a women’s health solutions organization, needed a way to handle the backlog of customer requests due to their new subscription service. Open up this case study to see the strategies Bonafide implemented with help from Thankful, and learn how you can do the same in your organization.
Posted: 04 Aug 2021 | Published: 04 Aug 2021

Thankful

Thankful_Future_of_Customer_Service_Report-1
sponsored by Thankful
RESEARCH CONTENT: This time for customer service innovation is now. Access this report to uncover the top six customer service trends emerging in the next 3 to 5 years, to help you prepare for what’s to come and stay ahead of the competition.
Posted: 04 Aug 2021 | Published: 04 Aug 2021

Thankful

Automate This, Not That
sponsored by IBM
RESOURCE CENTER: According to a recent survey, 75% of organizations point to the customer experience as the area where their digital initiatives deliver the greatest value. Click into this resource center to uncover six automation projects that can help you build an improved experience for your customers.
Posted: 29 Jul 2021 | Published: 29 Jul 2021

IBM

Second In The Series: You Still May Not Need A Cadillac
sponsored by Serviceaide
WHITE PAPER: Business must deliver excellent customer service—both internal and external – or risk falling behind. By applying smart automation to repeatable processes, companies can transform their operations to deliver the level of service customers expect. Open up this paper to learn more.
Posted: 22 Jul 2021 | Published: 22 Jul 2021

Serviceaide

OUA Increases CSAT with LivePerson's Conversational AI
sponsored by LivePerson
CASE STUDY: Examine this short case study to learn how Open Universities Australia partnered with LivePerson to scale automation across channels, boosting customer satisfaction scores by 20% and improving lead generation with a bot that resulted in 250% ROI within the first six weeks of its launch.
Posted: 15 Jul 2021 | Published: 15 Jul 2021

LivePerson

Four Ways To Transform Support For Franchisees
sponsored by Capgemini
WHITE PAPER: Digital technologies are driving change to traditional business models, and suppliers and stakeholders now want the same level of experience that consumers receive. Open this paper to learn how the service-delivery model should be governed to keep all parties happy, as well as a look at 4 ways to transform support for franchisees.
Posted: 14 Jul 2021 | Published: 14 Jul 2021

Capgemini

Reinventing Retail: How tech is Changing the Face of Customer Service
sponsored by LivePerson
WHITE PAPER: According to LivePerson, 71% customers have abandoned online shopping carts worth up to $3.17 billion. Read on to see how better messaging experiences, artificial intelligence augmented processes, and integrated applications are transforming online retail and helping organizations overcome the novel challenges e-commerce presents.
Posted: 13 Jul 2021 | Published: 13 Jul 2020

LivePerson

QR Codes are Having their Moment
sponsored by LivePerson
WHITE PAPER: The pandemic has accelerated QR code adoption, as even the most casual consumer has become familiar with using QR code menus, check-ins, tour guides, and more. Access this white paper to discover the top 5 breakthrough uses for QR codes and see how they can serve as simple, cost-effective customer engagement strategies for all companies.
Posted: 13 Jul 2021 | Published: 13 Jul 2020

LivePerson

Consumer Preferences for Conversational Commerce
sponsored by LivePerson
WHITE PAPER: Access the results of this LivePerson survey to learn how customer trends and expectations around messaging are changing and discover how advanced messaging capabilities can help you attract a wide range of customers across the buying cycle.
Posted: 12 Jul 2021 | Published: 12 Jul 2021

LivePerson

A Computer Weekly buyer’s guide to next-generation retail technology
sponsored by ComputerWeekly.com
EGUIDE: Customers' shopping habits were changing long before the coronavirus pandemic accelerated the e-commerce boom. In this 18-page buyer's guide, Computer Weekly looks at the tech innovations retailers are using to adapt and better serve customers.
Posted: 01 Jul 2021 | Published: 01 Jul 2021

ComputerWeekly.com

Driving innovation, retention and customer experience in the utilities sector
sponsored by Skedulo
BLOG: Growing populations, legacy IT infrastructure, and changing customer expectations are all serious problems for utilities. But with the right strategy, you can improve your customer experience while reducing your reliance on legacy systems. Read on to discover how Skedulo is helping utilities provides grow just as fast as the market changes.
Posted: 30 Jun 2021 | Published: 30 Jun 2021

Skedulo

2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas
sponsored by Aisera
WHITE PAPER: In this Gartner Strategic Roadmap, you’ll learn how you can develop a 3-year roadmap to deliver high impact business outcomes and superior experiences. Continue reading to discover 10 dilemmas you will face on this journey and explore how your roadmap can address these issues.
Posted: 10 Jun 2021 | Published: 07 Jan 2021

Aisera

Improves Case Efficiency By Prioritizing Customer Feedback
sponsored by Medallia Inc
CASE STUDY: Improving the efficiency with which you resolve customer help requests requires prioritization and automation across the board. Read this case study to find out how 7-Eleven leveraged Medallia to achieve, 600% increase in internal engagement, 93% increase in case efficiency, 2,000+ store support center employees.
Posted: 01 Jun 2021 | Published: 01 Jun 2021

Medallia Inc

Computer Weekly - 25 May 2021: Making data an asset, not a threat
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, we examine the latest developments in the UK government's National Data Strategy and what it means for the economy. Our latest buyer's guide explains the emerging technologies around computational storage. And we look at the advances in customer experience management during the pandemic. Read the issue now.
Posted: 24 May 2021 | Published: 25 May 2021

ComputerWeekly.com

Computer Weekly - 19 October 2021: Making the case for and against police use of facial recognition technology
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, as the Met Police enhances its facial recognition capabilities, we examine the pros and cons of law enforcement use of the technology. Three in five IT professionals want a new job – is there a tech exodus in the industry? And we take an in-depth look at the growth of the Nordic datacentre sector. Read the issue now.
Posted: 17 Oct 2021 | Published: 19 Oct 2021

ComputerWeekly.com
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