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 ...

The Market It's an undeniable fact that consumers are turning to the Web to solve their problems. From prepurchase research to postpurchase service, the Web has become the preferred channel in ...

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 ...

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 ...

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 ...

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.

Building an ad hoc e-mail management system didn't help Remington Arms Company, the nation's oldest firearms manufacturer, control its growing customer service woes. A more targeted approach, using ...

When consumers access a customer service channel, they crave relevant information that will guide them to the right purchase, regardless of the device they’re using to shop. Web Self-Service from ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. The report, "Web Self-Service: Helping Consumers Help ...

eSpeaks host Corey Noles sits down with Qualcomm's Craig Tellalian to explore a workplace computing transformation: the rise of AI-ready PCs. Matt Hillary, VP of Security and CISO at Drata, details ...