Customer self-service software
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Customer self-service software News
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November 04, 2019
04
Nov'19
Microsoft Power Platform adds chatbots; Flow now Power Automate
Microsoft changes name of Flow to Power Automate, adds virtual agents to Power Platform among host of robotic process automation tools in latest release.
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May 08, 2019
08
May'19
Einstein Analytics for Financial Services enhances banking CX
Salesforce's new analytics tools for financial services follow AI advancements from IBM Watson and Acquia upgrading customer experiences in retail banking and wealth management.
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May 02, 2019
02
May'19
Hertz app causes legal pain for Accenture developers
Hertz e-commerce system for consumers at the center of $32 million suit; analysts looking at the detailed complaint spread plenty of blame over both parties.
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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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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
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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