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Web Self-Service
This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on

customer self service  This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on investments (ROI). The key is to understand your customer, your products and services, and the tools available to deliver service to maximize customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service Read More...
Quote-to-Order (Q2O) Systems
Quote-to-order (Q2O) solutions (sometimes known as configure, price, and quote or CPQ) enable manufacturers to mobilize their mass customization initiatives. These systems can reduce time-consuming...
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Documents related to » customer self service


KANA Attempts the Union of Customer Acquisition and Service
KANA Software is a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for

customer self service  Attempts the Union of Customer Acquisition and Service KANA Software is a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for customer journeys across agent, Web, social, and mobile experiences. The vendor’s solutions have reduced handling time, increased resolution rates, and improved net promoter score (NPS) at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies. The KANA Read More...
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

customer self service  Knowledge Base to Improve Customer Interactions Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VSS works effectively when it is integrated with the overall service strategy, encompassing not only web self-service, but also assisted (i.e., e-mail, chat) and full-service (i.e., agent) strategies. Consumers desire to interact in multiple ways when dealing Read More...
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer self service  Technologies Resources Related to Customer Focused Self-service: Building the Balanced Business Case : Self Service (Wikipedia) Business Case (Wikipedia) Customer Focused Self-service: Building the Balanced Business Case Balanced Business is also known as : Balanced Business Systems , Balanced Business Program , Balanced Business Accounting , Balanced Business Scorecard , Balanced Business Services , Balanced Business Advisors , Balanced Insight Business , Business Balanced Budget , Balanced Sectoral Read More...
The Insider’s Guide to Great Customer Service on the Web
Companies that provide superlative service keep their customers satisfied and loyal. It’s particularly important to deliver great customer service on the web

customer self service  Insider’s Guide to Great Customer Service on the Web Companies that provide superlative service keep their customers satisfied and loyal. It’s particularly important to deliver great customer service on the web—which is why great web self-service should be a company’s top priority. Unfortunately, many executives who would have a heart attack if their call centers were unresponsive don't show the same concern about having an unresponsive web site. Read More...
Identify and Leverage Your Existing Service Life Cycles
Service management has become critical for today’s organizations. To remain competitive, businesses need more appropriate services to support their customers

customer self service  users and suppliers. The customer structure itself should also be examined closely, since there is rarely a simple, one-to-one correlation between a customer and a service. Services are sometimes exposed by complaints, queries or the seeking of advice, so the service desk is a valuable source of information about services. This includes the type, number and characteristics of services, customer expectations and how well these expectations are being met. Existing service catalogs and service portfolios Read More...
6 Secrets to Simplify Field Service
Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts

customer self service  service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits. Read More...
Epicor for Service Enterprises
Epicor for Service Enterprises is an intuitive and comprehensive enterprise service automation (ESA) solution. It manages and streamlines virtually every

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Improving Customer Engagement with Social CRM
In a previous post I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive

customer self service  Customer Engagement with Social CRM In a  previous pos t I discussed how the social revolution impacted customer relationship management (CRM) and underlined that while processes designed to derive value in CRM remain valid, they are far from being sufficient in the context of social CRM (SCRM). Yet most organizations need structure to conduct their activities. As far as CRM is concerned, the social aspect has brought to the surface what already existed but had been dodged by businesses, for a Read More...
Understanding Service-oriented Architecture and Its Impact on Small Manufacturers
Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented

customer self service  data and provide automated customer service information to keep their customers happy. By using technology that ties in with their customers’ business operations, small manufacturers can lock in key relationships. Without a common way to share data across the enterprise and with their partners, small manufacturers are incurring costs to maintain redundant internal systems and participate in electronic data exchange networks. Figure 1. Summarizing the SOA Development Process To define SOA, it is useful Read More...
Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?
In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged

customer self service  enterprise resource planning,ERP,software as a service,SaaS,SaaS business model,small to medium business,SMB,service-oriented architecture,SOA,professional services automation,PSA,on demand,customer relationship management,CRM,extensible markup language Read More...
SAP field service
SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and

customer self service  such as skills, location, customer preferences, and service commitments (as defined by contracts and SLAs). Using optimized schedules and automated processes, dispatchers can decide the most suitable resources for each task. SAP delivers its field service solution particularly to the high-tech, utilities, and industrial manufacturing industries. The solution can be delivered both on premises and in the cloud. Read More...
Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

customer self service  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More...
7 Ways Service Culture Can Drive Revenue
Every field service manager and executive strives for the same goal: delight customers while increasing profits. But achieving this holy grail of field service

customer self service  the same goal: delight customers while increasing profits. But achieving this holy grail of field service often proves elusive. Why? Because service companies often take a tactical perspective to solving issues while ignoring cultural changes that are equally important. Know 7 ways to build a strong culture in your service business so you can achieve your business goal. Read More...
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

customer self service  service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their Read More...

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