Once upon a time, a consumer could walk into a store and become cared for at a level that has since almost deteriorated. Salespeople and customer service staff were incredibly attentive and efficient – making recommendations, acting as personal shoppers…
LOS ANGELES–In a just released survey, top customer service managers, operations directors and business development executives were asked to name their most pressing customer service issues. 70% cited either service quality or cost control. The survey, conducted by PeopleSupport, Inc.,…
Any site enhancements that increase visitor interaction can improve customer satisfaction. And content consumers can be very profitable. But, for small e-businesses, some of the better customer relationship management tools, such as live chat, can often be cost-prohibitive. With GetMeLive…
TROY, MI & AUSTIN, TX–Syntel, Inc., an e-Business and applications outsourcing firm, and Motive Communications, Inc., a online customer care solutions provider, have announced the formalization of a partnership to deliver high-performance online services to Fortune 1000 customers. According to…
PARIS–Oracle Corp., a provider of software for e-business, has unveiled Support.Oracle.com, a new offering it says delivers the customer care applications of the Oracle E-Business Suite as an online service. Oracle says Support.Oracle.com is accessible via a web browser from…
BURLINGAME, CA–Active Decisions Inc. (ADI), a provider of eCRM decision support applications, has launched Active Sales Assistant, an interactive decision guide for e-commerce sites that they say helps consumers decide what to buy in over 120 product categories. ADI says…
STAMFORD, CT–Developing lasting and profitable customer relationships may be as simple as giving customers the ability to choose the time, place and channel of contact, according to study findings released by Pitney Bowes Inc., a provider of integrated mail, messaging…
LOS ANGELES–When top customer service managers, operations directors and business development executives were asked to name their most pressing customer service issues, 70% cited either Service Quality or Cost Control. Forty percent identified Service Quality as their organization’s number one…
ORLANDO, FL–Paladyne Corp. has announced it has completed the acquisition of e-commerce support centers, inc. (“ecom”), a privately held provider of electronic Customer Relationship Management (CRM) solutions based in Jacksonville, NC. Paladyne says John Foster will remain as Chairman and…
So many e-commerce and corporate Web sites that I visit these days just seem to go out of their way to irritate me. And my No. 1 peeve (well, today’s pet peeve, at least) has to do with the telephone…