Customer self-service software
New & Notable
New: 4 Ways WCM Tools Have Evolved
Uncover 4 ways WCM has evolved into digital experience management (DEM), 4 steps to help you plan your own DEM initiative that drives action on your sites, how AI-assisted image and video search is the next content frontier, and more.
Customer self-service software News
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August 03, 2018
03
Aug'18
Google Contact Center AI makes early inroads in industry
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
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August 08, 2011
08
Aug'11
Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market.
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November 29, 2010
29
Nov'10
Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.
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August 28, 2008
28
Aug'08
Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.
Customer self-service software Get Started
Bring yourself up to speed with our introductory content
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How can content producers capitalize on Google micro-moments?
Here are the three steps content producers and publishers need to take to ensure effective delivery of Google micro-moments. Continue Reading
Evaluate Customer self-service software Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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6 reasons why self-service options fail
Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated. Continue Reading
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Where's the beef? Wendy's chooses an open source WCMS
Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system. Continue Reading
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ECM gets a show of support from Zendesk Guide Enterprise
Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading
Manage Customer self-service software
Learn to apply best practices and optimize your operations.
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Leading brands see the need for personalized content
Content personalization continues to expand within companies as maturing technologies make it a viable marketing option for customer engagement strategies. Continue Reading
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How can the Twitter acquisition of Periscope change the enterprise?
Expert Scott Robinson discusses the effect of the latest Twitter acquisition of Periscope and how it can shake up the enterprise. Continue Reading
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Conversica cloud AI software tackles sales leads
The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. Continue Reading
Problem Solve Customer self-service software Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call ... Continue Reading