Customer Self-Service

and to meet these demands, many organizations turn to customer self-service strategies. Check out this presentation transcript to learn how Los Angeles Department of Water and Power implemented a customer self-service portal to standardize customer service levels.

Today's customer has more access to technologies than ever before, and they're demanding easier, faster access to answers and problem solutions.  They no longer want to wait around for lengthy customer service calls.

To solve these...

resource for you as you develop, implement, and refine your customer self-service strategy.

In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing the most valuable asset of an enterprise—...

This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. Give a man a fish and he'll eat for a day. Teach a man to fish, and he'll eat for a lifetime. In spite of general acknowledgement of this ancient wisdom, it's not a practice commonly applied to today's enterprise. Yet, in the face of demands to cut costs, while maintaining high levels of customer satisfaction, the concept of equipping...

for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a...

one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short.

Business intelligence is a hot topic in 2010, especially with the upcoming release of Microsoft’s SQL Server 2008 R2 being dubbed as the "BI release." Self-service BI is the crux of the company’s long-developed BI technology. In this e-zine, one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short. We’ll also dig deeper into SQL Server...

one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short.

Business intelligence is a hot topic in 2010, especially with the upcoming release of Microsoft’s SQL Server 2008 R2 being dubbed as the "BI release." Self-service BI is the crux of the company’s long-developed BI technology. In this e-zine, one SQL Server expert breaks down exactly what goes into self-service BI, where it works and where it falls short. We’ll also dig deeper into SQL Server...

satisfaction and save money with initiatives in web self-service, live chat, email management, and more.

Customers today hate calling representatives on the phone - they want answers fast, online, and easy to access.  When your business can provide mobile- and internet-friendly touchpoints, you can help customers get their answers when self-service isn't enough

Check out this white paper to learn how your company can go the extra mile in CRM to drive customer satisfaction and save money...

informative paper addresses how your company can enhance service, lower costs and increase revenue by taking advantage of these new mediums and expanding the ways in which you communicate with your customers.

In today’s digital age, consumer expectations for speed, convenience and on-demand information continue to skyrocket. Smartphones and tablets are now the norm, and information is transmitted through texts, social networks, and countless virtual mediums with which companies...

The need for self-service business intelligence (BI) is greater than ever. And while the market is filled with BI tools, they don't readily enable everyone to access and work with data

Quest Software, now a part of Dell

The need for self-service business intelligence (BI) is greater than ever. And while the market is filled with BI tools, they don’t readily enable everyone to access and work with data.

Read a paper to gain a deeper understanding of self...

networking, and access to content-rich, user directed, self-service experiences through the internet, consumers expectations are expanding as well.  These trends bring either risk or opportunity to companies looking to build relationships that cultivate loyalty.

To keep pace with evolving customer needs and to take full advantage of emerging technologies, companies should understand the essential capabilities that a next-generation contact center must deliver and begin...

through improved customer care, provide the convenience of self-service web applications and support green initiatives all while reducing the cost of communicating with and providing superior service to customers.

make sure you're choosing the right partner.

The Software-as-a-Service (SaaS) market continues to explode. And as a way to stay competitive, SaaS providers are presenting more strategic offerings, such as advanced business intelligence (BI) functionality.

Such cutting-edge functionality is an exciting concept, but, as this informative white paper warns, the successful addition of BI into your current SaaS offering is only possible with the right partner. There are countless BI vendors out...

This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact...

the indirect costs as part of overall costs are growing. And customer self-service business models rule, so that organizations even bear the risk of losing grip on their direct cost in their business processes. Economic pressures complete the picture. In short, to preserve margins and ensure profitability, organizations need to keep their eye on the ball and monitor their business processes continuously.

Most organizations go through a maturity lifecycle for PCM. This profitability maturity...

To truly meet the demands of the informed consumer, self-service solutions must have fully integrated e-commerce and e-billing systems that accommodate every aspect of the online customer experience. Read this free white paper to learn about all-in-one systems that build your brand and keep customers coming back.

To truly meet the demands of the informed consumer, self-service solutions must have fully integrated e-commerce and e-billing systems that accommodate every aspect of...

Phenomenal customer service has never been more critical. A 2011 CEI report shows that 89% of customers will stop doing business with a company after a single bad experience. Inside this resource, learn more about the role of customer service in delivering a great customer experience and find out what strategies market leaders are using.

Exceptional customer service and support has never been more critical to your company. According to a...

can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.

An integrated contact center is a complex contact center. With various systems linked together in one way or another, things like reporting and administration, as well as troubleshooting become quite difficult. Accurate, comprehensive reporting is essential for managing a successful contact center operation. Supervisors and managers need to know about the status...

your business deliver an engaging, personalized online customer experience, starting with your web content management strategy.

Most customers today interact with businesses on the web - whether for problems, inquiries, bill payments, purchases - so it's crucial that your organization's web presence meets their expectations.  In order to set your business apart from the pack, you need to ensure personalized, engaging, consistent customer service experiences across all channels of...

from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.

As social and mobile commerce emerges and fuses with physical stores and contact centers, e-commerce has gone from fringe to foundation. Now, business must engage, sell to and serve customers across all channels and devices, tailoring their customer serivce...

contact center and eight tips for enhancing the customer service in your contact center.

According to Gartner's Magic Quadrant for CRM Customer Service Contact Centers, by 2013 at least 35% of customer service centers will integrate community or social capabilities as a part of the contact center solution. As customers expect more social media from customer service, contact centers are seeking ways to infuse social CRM into their strategies.

Read this SearchCRM.com e-guide...

Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.

Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because...

they were using social channels to engage customers from a service perspective. Learn how you can leverage these findings to transform your own efforts to integrate social and traditional methods of communication with your customers.

In June of 2010, TheSocialCustomer.com and Society of Consumer Affairs Professionals (SOCAP) partnered to survey industry professionals to gain insight about how organizations were using social channels to engage customers from a service...

In today's tough economic times, businesses face a daunting challenge: do everything possible to attract and retain customers. This paper examines eight strategies for creating a relationship with your customers that will keep them coming back. In today's tough economic times, businesses face a daunting challenge: do everything possible to attract and retain customers. This paper examines eight strategies for creating a relationship with your customers that will keep them...

to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.

American Express and Yahoo Inc., claim to be spending less than in the past on their customer relationship management (CRM) efforts, but have managed to improve their customer service. How?

Read this tip guide to learn from industry leaders and discover how you can streamline your business' CRM strategies.

technology to power service differentiation and improve customer relations.

Interactive voice recognition (IVR) technology has come a long way from its roots as a cumbersome, difficult-to-navigate tool derided by customers. When properly deployed with industry best practices, modern IVR has the potential to positively transform customer service through the contact center.

Watch this webinar with Tim Harris, Director of Professional Services for inContact and Nick Newsom...