A popular theme in e-commerce these days is that companies can leverage their Web sites to improve overall performance. Within this philosophy, self-service — using an Internet presence to help ...

Year after year, consumer surveys reconfirm the fact that the quality of customer service is a critical requirement for repeat business. In a 2008 research study of 4,100 consumers in five continents ...

The gap is wide: According to SSPA Research 2006, 32 percent of customers prefer Web-based support and 81 percent of customers believe they can initiate their own cases online. Yet in her paper ...

Support has become an essential component of IT. As products become increasingly complex and feature-rich, support is often the essential ingredient to get technology to work, or to work optimally.

Mobile-optimized Self-Service Allows Companies to Engage Customers by Providing Relevant Knowledge Throughout the Customer Journey and Across Devices SUNNYVALE, Calif.--(BUSINESS WIRE)--Moxie Software ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. The report, "Web Self-Service: Helping Consumers Help ...

Until 2006, Minneapolis city government was burdened with an inefficient calling system. The Minneapolis Blue Pages telephone book listed more than 270 city government phone numbers. The city received ...

When consumers access a customer service channel, they crave relevant information that will guide them to the right purchase, regardless of the device they’re using to shop. Web Self-Service from ...

Every company would like to reduce the cost of customer service. Migrating service-oriented calls and e-mails to self-service channels is a low-cost, high-impact way to achieve this goal. The Bottom ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. New software from Witness Systems Inc. enables companies ...

Building an ad hoc e-mail management system didn't help Remington Arms Company, the nation's oldest firearms manufacturer, control its growing customer service woes. A more targeted approach, using ...