A popular theme in e-commerce these days is that companies can leverage their Web sites to improve overall performance. Within this philosophy, self-service — using an Internet presence to help ...

Until 2006, Minneapolis city government was burdened with an inefficient calling system. The Minneapolis Blue Pages telephone book listed more than 270 city government phone numbers. The city received ...

Year after year, consumer surveys reconfirm the fact that the quality of customer service is a critical requirement for repeat business. In a 2008 research study of 4,100 consumers in five continents ...

Mobile-optimized Self-Service Allows Companies to Engage Customers by Providing Relevant Knowledge Throughout the Customer Journey and Across Devices SUNNYVALE, Calif.--(BUSINESS WIRE)--Moxie Software ...

WEB SELF-SERVICE EXCELLENCE DEMANDS RAPID ENGAGEMENT OF CONSUMERS. Web self-service is a critical component to any organization. As a customer service channel, you need to focus on ensuring that your ...

While phone-based interactive voice response (IVR) systems are still the largest channel for customer interactions, self-service via the Web and mobile channels are quickly gaining ground, according ...

Every company would like to reduce the cost of customer service. Migrating service-oriented calls and e-mails to self-service channels is a low-cost, high-impact way to achieve this goal. The Bottom ...

Support has become an essential component of IT. As products become increasingly complex and feature-rich, support is often the essential ingredient to get technology to work, or to work optimally.

Customer relationship management (CRM) software vendor eGain Communications Corp. announced an improved version of its Assistant 5.0 Web self-service software, which has an expanded ability to build ...

Companies believe self-service has the ability to reduce call center costs and relieve pressure on customer service agents, but it doesn't always go right. Many companies are turning to self-service ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...