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?
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.
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.
Workforce Management Software: Driving the Future of Field Service
NOVEMBER 10, 2014
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. .
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.
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.
HPE Software On How To Close The Loop & Drive Revenue Growth [Interview]
APRIL 26, 2017
NPSBenchmarks.com 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.
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
How LiveChat Approaches Software Development
JULY 20, 2016
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.
Essential Features of Enterprise-Grade CCM Software
APRIL 26, 2017
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 SalesForce.com (SFDC) plugins to complex and powerful (and costly ) multifunctional enterprise-grade platforms.
The Best Reputation Management Software: 4 Features to Look For
FEBRUARY 21, 2017
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.
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.
HPE Software : Moving NPS® Beyond “Just A Metric” [Interview]
APRIL 18, 2017
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 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.
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.
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. enterprise marketing software suites. Customer Insights Marketing technology customer insights enterprise marketing software suites marketing clouds
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.
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.
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 can be a significant investment.
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.
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.
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. I grew up on a wheat farm in the 70s.
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?
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.
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.
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.
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.
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.
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. In the last four to five years, we’ve seen a plethora of new tools emerge in the digital experience (DX) delivery space, particularly in martech.
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. Cons of On-Premise Call Center Software.
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.
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.
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.
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.
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 software