Executive Panel Q&A: User-Adoption for the Future of Field Service Software
JANUARY 19, 2015
As workforce management software and mobile field service software continues to drive the future of field service, it is critical to ensure that the proper training, user adoption and compliance takes place. 3. What are some motivational solutions to increasing software adoption? Typically a representative from the operations services group, accounting and IT is ideal.
Four Strategies For Successfully Implementing Software
DECEMBER 1, 2015
One weekend I decided I would be the “Fun Dad.” ” Rather than make the normal oatmeal or scrambled eggs for breakfast, I started to make pancakes for my kids. Batter mixed, ready to pour onto the griddle, my 7 year old daughter said, “What color are you going to put in?” ” What a fun idea, View Article
How customer intelligence software helps companies fight the survey epidemic
APRIL 7, 2016
Despite of advances made in the customer intelligence software space, many companies are still relying on surveys. Unfortunately, most ad-hoc survey software in the marketing technology landscape are not up to these tasks. Companies need a more robust customer intelligence software that will allow them to build on what they already know about their customers over time.
46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software
DECEMBER 1, 2016
Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. For the software to be adopted correctly, it requires training. Anna Morrish. Chip Bell.
Avaya Software-Defined Networking 1.0 — Doing it differently
JUNE 28, 2016
The post Avaya Software-Defined Networking 1.0 — Doing it differently appeared first on Avaya Connected Blog. Let’s start with a few figures that explicitly demonstrate the unparalleled scale and diversity of devices to the Internet of Things: Number of connected devices worldwide in 2016: 5 billion. Projected number of connected devices in 2020: 50-75 billion. At Avaya, we get it!
How LiveChat Approaches Software Development
JULY 20, 2016
There are a ton of different ways you can take on software development. Depending on whether you are preparing your own product or you offer software development outsourcing services for specific business customers, you can either use various agile methodologies or devise a plan with a customer and stick to it over the course of the development. Software development tips.
CX Q & A with Gartner's Software Advice Expert Craig Borowski
SEPTEMBER 23, 2015
Borowski a well-respected researcher and analyst for the tech analysis and recommendations company Software Advice ™, breaks the process down into four steps and helps to demystify the much-discussed, but often misunderstood, field of customer experience management. CX CEM software advice
The On-Demand Economy Demands Better Call Center Software
FEBRUARY 9, 2017
The communication landscape is changing rapidly and the most successful brands are the ones that use call center software to adapt the quickest. That’s where the right call center software can be a valuable tool. Moreover, companies need call center software that makes that information available to an agent the instant a customer calls. Messages Need to be Personalized.
Customer Journey Mapping Software Review
OCTOBER 19, 2015
With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and the resulting maps. In this post I review a wide range of software tools that can be used to document the maps you create and make a suggestion on which to […]. Customer Journey Mapping
How A Software Giant Enhanced The Customer Experience Using Advocacy
JUNE 12, 2015
When you are one of the largest software vendors on the globe with thousands of employees and tens of thousands of customers, it can be incredibly challenging to maintain personal connections with each and every individual customer. But Chris Peltz , Chief of Staff of HP Software’s Service Portfolio Management Customer Success team, thought it could be done. Download the eBook now.
4 Key Benefits of Enterprise Social Media Software
SEPTEMBER 2, 2015
Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. Enterprise software usually comes at a certain price. State-of-the-art, enterprise software does just that.
Everything You Ever Wanted To Know About Marketing Clouds - Introducing The Forrester Wave: Enterprise Marketing Software Suites
Forrester's Customer Insights
OCTOBER 21, 2014
Today, my co-author Rusty Warner and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. Forrester defines an enterprise marketing software suite (EMSS) as: an integrated portfolio of marketing technology products that provide analytics, automation, and orchestration of insight-driven customer interactions to support inbound and outbound marketing.
Using Software and Savvy to Create Relationship Intelligence
JUNE 8, 2016
As such, it’s a little ironic that, despite all the data at their disposal, and the $36 billion they’ll collectively spend on CRM software in the next 12 months, many companies haven’t a clue about what is happening with their customer relationships. Too many companies fall prey to the belief that the combination of software, data, and analytics is the answer.
Benefits of Integrating LiveChat with CRM Software
MARCH 16, 2016
Integrating LiveChat with CRM software. Integrating LiveChat with CRM software allows you to gather and store the information from all the customers that you have been chatting with. The post Benefits of Integrating LiveChat with CRM Software appeared first on LiveChat. Imagine you’re working in a restaurant and you have several customers who keep coming back to you. Save time.
Should Your Company Use Helpdesk Software?
MARCH 12, 2015
Helpdesk software today, has many functions. Below is some analysis over the usage and benefits of help desk software. Majority operate On-Premise Help Desk Software. A significant decision that software buyers have to make is about the deployment model. Deployment Models (Software Advice Research). Impact of Help Desk Software on Department Performance.
What’s the Best Call Center Software for Your Business?
JULY 18, 2016
Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales. Call center software can be a significant investment. General.
Why Five9 Customers Choose Talkdesk’s Call Center Software
FEBRUARY 16, 2017
Choosing a call center software solution is a big decision. Every company wants to offer outstanding experiences during sales and service conversations and the right call center software is a huge part of that strategy. Most of Five9’s call center software is built on Java, which means that users have to deal with frequent updates and challenges caused by version discrepancies.
5 Reasons Why Use Help Desk Software On Your Website
JANUARY 8, 2014
Current helpdesk software, such as LiveAgent , can handle all kinds of communication. Customer service software – LiveAgent can handle and manage requests with same issues. 5 Reasons to use helpdesk software on your website: 1. Let help desk software assign and distribute tickets to agents, see how the requests are processed and what’s the progress on each ticket.
Time for a New Network Engine: Start Running on a Software-Defined Network
NOVEMBER 3, 2016
I spent much of my teens and early 20s working on farm machinery, before starting my career in software and computer technology. We’re trying to modernize the 90s network technology by adding Software-Defined Network (SDN) controllers. The post Time for a New Network Engine: Start Running on a Software-Defined Network appeared first on Avaya Connected Blog. See point No.
Intelligent Digital Service: What to Consider When Exploring Virtual Agent Software
FEBRUARY 24, 2016
There are some advantages to this software, but there are also drawbacks. If we look around to see how the digital age is taking over, we?ll ll see that customers are choosing self-service over every other channel. Without the adaptable characteristics of live human interaction, how does customer service accommodate this new trend? There are hundreds if not thousands of solution options out there that address this rising trend, and over the last five years, virtual agents have been among the more popular of them.
Best Customer Service Software for Small Business
AUGUST 12, 2016
What I think could help you is having a customer service software on your website, like LiveChat. I bet it’s important for a business owner to not miss any opportunities and that’s what LiveChat, our customer service software, ensures. The immediacy of the software gives our busy families answers quickly. Sorry to disappoint you but it won’t be. you may ask. Of course not.
3 Reasons Customer Service Management Software is More Critical Today
Win the Customer
DECEMBER 30, 2013
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […]. Customer Service
What Data Does Online Chat Software Offer to Help Increase Customer Service ROI?
APRIL 8, 2016
Online chat software data can inform improvements across a customer service organization. Basic Data from Online Chat Software. Most online chat software products offer several types of data, captured automatically from the activity of your website visitors. Taking Online Chat Software Data Further. But online chat software can go even further than that.
Simple, Powerful, Affordable Customer Communications Management Software
MARCH 13, 2017
But customer communications management software (CCM) has largely been left out of the big DX platforms. Though CCM vendors haven’t been standing still and have been developing new iterations of their offerings or acquiring other companies’ solutions, dedicated CCM software has largely remained monolithic and siloed in nature. Customer Experience Customer Communications INTOUCH
Multichannel Support Will Burn Out your Customer Support Team in 2016
FEBRUARY 3, 2016
B2B Blog customer service Featured Innovation customer support linkedin research software technologyManaging time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively.
Collaborating on Digital Experience Software Development
MARCH 3, 2016
In case you missed it, my most recent article for CMSWiRE, “ A Look at How Your Software Is Made ,” provides a little peek behind the curtains of software development, including how we at Topdown are developing our newest customer communications management (CCM) solution. Customer Experience
Can Help Desk Software Help Improve Customer Experience?
Win the Customer
MARCH 16, 2015
The ultimate goal of help desk software is to collect, prioritize, close, document, and report on issues in order to achieve the maximum positive customer experience from customer service. In a recent report by Software Advice on the current state of help desk software (i.e. software used to manage the relationship of a service or product and its […].
The Pros and Cons of On-Premise Call Center Software
MAY 16, 2016
If you are considering investing in call center software, it’s worth your while to think about whether or not an on-premise solution is right for you. Let’s weigh the pros and cons: Pros of On Premise Call Center Software. Many of the most adamant defenders of on-premise software harp on the difference in reliability between softphones and hardphones. Reliability. Inertia.
5 Simple Ways to Measure Customer Service Software Effectiveness
Win the Customer
FEBRUARY 2, 2015
The right software can streamline key processes and improve satisfaction. But implementation is the key to impact for your customers and those who serve them. Virtually all companies say that customer satisfaction is their top priority. But the true depth of their commitment can often be measured by how broadly the organization shares responsibility for […].
Picking Hardware and Software for Customer Service Success
Win the Customer
NOVEMBER 17, 2015
Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […]. Communication Customer Experience Customer Service Technology
6 Things Every CEO Should Know about Customer Service
JUNE 26, 2015
Quark Software Vice-President of IT and Customer Support, Mark Lawler, also joins the conversation to share how Quark is building its brand around and has doubled its Net Promoter Score through a strong investment in customer service and engagement. Let’s face it. Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite.
10 Ways to Improve Customer Experience using CCM Software
MAY 13, 2016
Customer experience (CX) is all about how your customers perceive the interactions they have with your company. There are three main factors to customer experience: ease, effectiveness and emotion. How easy is it for customers to achieve their goals? How effective , efficient and comprehensive are you at meeting their needs? And how does the customer feel about your company as a result?
13 Shocking Customer Service Statistics
OCTOBER 9, 2015
Customer Service Trends 2015 customer service statistics customer service blogs customer service software customer service statistics Forrester Research knowledge management for customer service knowledgebase software Microsoft Dynamics CRM Parature customer service software76% of consumers say they view customer service as the true test of how much a company values them.
Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service
JULY 22, 2016
Although there have been substantial technological advances and correspondingly transformed expectations, the heart of Customer Service Management is a lot like it used to be, even for companies that sell software or platform as a service, like Salesforce, Airbnb, PayPal, Infusionsoft, and WalkMe. It is no doubt that excellent customer support is crucial to success. Shep Hyken.
What's The Best Way To Handle Software Outages?
MARCH 15, 2017
SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? There are some best practices you should learn now, while your software is up and running, to help you deal with those high-pressure, stressful situations when they happen. Stuff happens. It's unfortunate, and it's hard for everyone. Sometimes it's your fault, sometimes it isn't. Best tip?
5 Bad Arguments for Staying with Your Current Call Center Software
APRIL 29, 2016
In love and call center software, breaking up is hard to do. Businesses may keep trying and trying to make it work with their inadequate call center software. First things first: You’re here on this blog post because for a moment, maybe just a fleeting one, you were thinking about leaving your call center software. Get a free trial of Talkdesk cloud-based call center software.
Seamless UX across Customer Experience Management Software Is Possible
FEBRUARY 19, 2016
Ideally, users would have a seamless experience among digital experience (DX) delivery solutions in their organizations’ customer experience management (CXM) software portfolios. However, we’ve established that there is no single end-to-end DX delivery solution on the market, and there isn’t likely to be for some time to come (if ever). Customer Experience