Customer self-service software

Customer self-service software News

May 19, 2021 19 May'21
ServiceNow's vision for AI, customer service management

ServiceNow's John Ball discusses the Now Platform's approach to AI, customer service and field service management, and why he left Salesforce as EVP of product for Einstein.
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.
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.
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.

Bring yourself up to speed with our introductory content

How businesses can best build a WordPress knowledge base

A WordPress knowledge base can be useful for companies that want an easy-to-use and customizable product with many plugins that also connects with other systems. Continue Reading
Creating the right self-service content for customers

Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. Continue Reading
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

Weigh the pros and cons of technologies, products and projects you are considering.

Top 5 knowledge base products in 2020

One way to increase brand loyalty and customer satisfaction within a company is to have a knowledge base. These products can also help train customer support teams. Continue Reading
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
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

Learn to apply best practices and optimize your operations.

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
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