NanoRep, the developer of a help-desk application that employs a self-learning knowledge base, has just taken its fledging product global. An automatic language conversion feature now translates information into 34 languages, explained nanoRep CEO Doron Herzich. "The system can learn which language ...
CDC Software's Pivotal CRM Customer Service and Support has launched, with major changes to the application's integration with social media and email, and more configuration options. This module was developed for the Pivotal 6 platform, which was built on the .Net Framework. The biggest jump in func...
One of the more revealing things I heard from Marc Benioff at Cloudforce 2011 in New York last week was his idea about how his company will continue to build out its product line. Marc's never been super secretive about his general direction, though product specifics have always been closely kept.
Zendesk, a Web-based help desk software provider, has not shied away from the mobile market, despite the traditional view of a help desk or customer service rep working at a desktop. It has introduced applications for the iPhone, BlackBerry and Android and now, the iPad. This application is the...
It's amazing to me how we overuse words. Bothering to notice is an occupational hazard of the writing life, I suppose. For instance, consider the word "unique," which means one of a kind. If you add "very" or any other modifier to it, you get mush. Today's word might be "amazing." There is entir...
They say we have big brains because we have all needed to work better together over the past 150,000 years. The more people work together, the more tools they need to make collaboration a productive art, rather than a befuddled mess. Rather than wait for human evolution to keep up the pace, Salesfor...
Over the last couple of weeks, I have maintained radio silence, hardly blogging as I tried to prepare a manuscript for publication. This piece is not the usual analyst fare with charts and graphs and interpretations. It's a simple book of my writings from the last year and a half. Many things came...
Once a small business finds the perfect CRM solution for its needs, the owner or manager must then negotiate the appropriate legal agreements with the vendor. This can be a daunting task for anyone who is not familiar with the many types of contracts that may come into play with an IT purchase. The ...
For many e-tailers, online chat is a closer. Packaged and offered up to site visitors as a service, it provides an opportunity to close a sale when an uncertain customer wavers. Retailers were early adopters of this technology precisely because of the distinct return on investment, Conversive CEO Ro...
The competitive environment that characterizes today's broadband and value-added services landscape benefits the growth of many digital lifestyle products and services. Consumers are also primary beneficiaries of increased competition among carriers. Case studies reveal that when at least two servic...
In today's challenging economy and ultra-competitive marketplace, businesses simply can't afford customer churn; retention, engagement and overall experience are more important than ever. That's why business leaders are increasingly adopting and integrating the latest customer relationship managemen...
CorraTech, an open source software services firm, introduced Opensuite, a pre-beta release of its latest open source endeavor. The project is an open source-based integration of -- for now -- three of the leading open source applications in rich e-mail, document management and CRM. "This is a pre-pa...
The contact center has become the focal point of customer interaction. The method by which the customer interacts with the contact center dwarfs all other modes of interaction. Whether it occurs via phone, chat, e-mail, self-service Web or self-service IVR, the customer is inundating the contact cen...
Broadband providers have been pushing so-called triple play offerings as a means to fatten their coffers, but those services are also contributing to increasing support costs and drooping customer satisfaction. "The competitive environment that characterizes today's broadband and value-added service...
Last week, Oracle initiated a lawsuit against arch-rival SAP for allegedly stealing copyrighted software and customer support documents. The complaint, filed in a San Francisco federal court, details Oracle's charges, including claims that the illicit incursions were launched from SAP's recently acq...
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Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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Subscription Sales Spur Superior Selling
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Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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The Price Retailers Pay for Flawed Product Information
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AI Is Already at a Tipping Point
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