Software Solutions for Touchpoint Management


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Choosing My Solution: A Customer Engagement Software Checklist


Choosing a customer engagement software solution can be daunting. Customizing Your Software. Guaranteeing Software Protections. Additional Considerations for Live Chat Software. Additional Considerations for Social Media Software. Customizing Your Software.

Executive Panel Q&A: User-Adoption for the Future of Field Service Software


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?

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

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.

4 Tech Trends Driving CRM Software in 2018

Smarter CX

Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. Our devices, cars, and homes are more connected than ever, and IoT platforms for managing these connected devices are now mature and ready to be integrated with CRM software.

Four Strategies For Successfully Implementing Software


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

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software


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.

Talkdesk vs. Five9: Contact Center Software Review


When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. The biggest difference between Talkdesk and Five9 was on the question of which contact center software was “heading in the right direction.”

All about Panel Management Software

QuestionPro Audience

What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel. Using this software makes it easy for companies to recruit, segment and maintain their panels. Why Should You Use Panel Management Software?

How to get buy-in—and budget—for customer intelligence software

Vision Critical

They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. The speakers said many departments now recognize the need for real-time customer insight, making it critical to involve them early in the software buying process.

HPE Software On How To Close The Loop & Drive Revenue Growth [Interview]

CustomerGauge is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

Customer Journey Mapping Software Review


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

Workforce Management Software: Driving the Future of Field Service


As technology and information continue to advance at a rapid rate, it is critical for business leaders to adopt workforce management software and mobile field service software tools to stay one step ahead. Key tips from the report include: Nearly 8 out of 10 organizations have sampled workforce management software; however utilizing technology tools such as mobile field service software are also necessary for optimal field service performance. .

The Rise of New Online Training Softwares


The relatively new option is online software that specializes in employee training and user onboarding. The benefit of online training software is that it erases the need for ‘tick box’ training. The post The Rise of New Online Training Softwares appeared first on

Why Is It Important to Have Customer Service Knowledge Base Software?

Provide Support

Why Is It Important to Have Customer Service Knowledge Base Software? So, let’s see how you can make your customer service better by relying on customer service knowledge base software, and also why this is so important nowadays.(.).

The On-Demand Economy Demands Better Call Center Software


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.

Using Software and Savvy to Create Relationship Intelligence


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.

How LiveChat Approaches Software Development


There are a ton of different ways you can take on software development. See how we tackle software development at LiveChat, what methodology we use to prepare our customer service software and what results we are getting. How other companies are doing software development.

What’s the Best Call Center Software for Your Business?


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 can be a significant investment.

4 Key Benefits of Enterprise Social Media Software


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.

Buyer’s Guide: 9 Tips for Choosing the right User Feedback Software


Choosing the right user feedback software, or any type of software for that matter, is a very delicate process for many businesses. Typically, the team (or role) appointed to choosing the software will start by gathering key criteria that is considered important for the business.

Why Five9 Customers Choose Talkdesk’s Call Center Software


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.

Benefits of Integrating LiveChat with CRM Software


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.

Everything You Ever Wanted To Know About Marketing Clouds - Introducing The Forrester Wave: Enterprise Marketing Software Suites

Forrester's Customer Insights

Today, my co-author Rusty Warner and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. enterprise marketing software suites. Customer Insights Marketing technology customer insights enterprise marketing software suites marketing clouds

Avaya Software-Defined Networking 1.0 — Doing it differently


The post Avaya Software-Defined Networking 1.0 — Doing it differently appeared first on Avaya Connected Blog.

The Pros and Cons of On-Premise Call Center Software


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. Cons of On-Premise Call Center Software.

Astea Infographic: Keeping Pace with Service Technology


Selecting the right field service management software , deploying it effectively, and measuring its results can all pose challenges. And after you do implement a new field service dispatch software , how do you measure its effectiveness?

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?


Out of all the customer engagement software tools that are out there, which one is right for your company? Popular Customer Engagement Software Tools and Who They’re Good For? Company with Reliable CRM Seeks Hassle-Free Live Chat Software. OS : Check for each individual software.

HPE Software : Moving NPS® Beyond “Just A Metric” [Interview]


CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. The post HPE Software : Moving NPS® Beyond “Just A Metric” [Interview] appeared first on CustomerGauge.

The Best Reputation Management Software: 4 Features to Look For


If you’re looking for a tool or software product to help you protect, manage, and build your company’s reputation, you’ll quickly realize that there are so many providers to choose from. Also keep an eye out for the software’s response features.

Vendor Landscape: Enterprise Marketing Software Suites In Asia Pacific

Forrester's Customer Insights

More marketers in Asia Pacific (AP) are investing in an enterprise marketing software suite (EMSS) to better engage empowered customers and drive contextual marketing — but EMSS vendors’ solution availability and localization efforts vary across the region. My recently published report, Vendor Landscape: Enterprise Marketing Software Suites In Asia Pacific, helps marketers understand EMSS vendors’ […].

An S.O.S. for Your Contact Center Software


Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together. Smart contact center software should recognize the caller instantaneously.

5 Bad Arguments for Staying with Your Current Call Center Software


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. I will assume that your current call center software solution is not meeting your needs.

Best Customer Service Software for Small Business


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.

3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

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.

Essential Features of Enterprise-Grade CCM Software


Not all customer communications management (CCM) software is created equal. In fact, there’s a fairly broad spectrum of solutions, ranging from lightweight Microsoft Word and (SFDC) plugins to complex and powerful (and costly ) multifunctional enterprise-grade platforms.

Intelligent Digital Service: What to Consider When Exploring Virtual Agent Software


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?

What Data Does Online Chat Software Offer to Help Increase Customer Service ROI?


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.

ROI 21

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service


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.

Can Help Desk Software Help Improve Customer Experience?

Win the Customer

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.