Customer Service Online, Items 1 to 50

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"Customer Service Online" includes 561 items
This page contains items 1 to 50

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1. To Be or Not to Be Transparent, Part 2, by Bryan Eisenberg, ClickZ, 5-8-2009 Following a snafu regarding hiding the "out of stock" line, the merchant fixes the webpage, but gives a defensive response. He should have tried to save the sale and mollify the customer.
2. Dish Network Gets Proactive About Online Customer Interactions, by Elizabeth Glagowski, 1 to 1, 6-15-2009 Using live chat and co-browsing tools, Dish Network provides a personal and relevant experience for its customers, Glagowski writes.
3. Chat Your Way to Customer Service Excellenc, by Jeremy Nedelka, 1 to 1, 6-1-2009 Companies that embrace chat find that for sales or support using click-to-call voice chat or text-based chat reduces calls to the contact center and increases repeat Web visits, Nedelka writes.
4. In More Ways Than One, by Christopher Musico, Destination CRM, 5-1-2009 Companies recklessly adding new channels for service outreach risk damaging the customer experience, Musico warns. Establish a cohesive strategy before blindly adding on the latest and greatest in communication technologies.
5. Four Cheap or Free CRM Tools for Marketers, by Sean Carton, ClickZ, 3-16-2009 Salesforce.com leads the pack in terms of paid customer resource management (CRM). But there are free options, which the author describes: FreeCRM, CiviCRM, Salesforce Free edition, and ZohoCRM. Of these ZohoCRM can integrate with ad campaigns.
6. Web Content Management Staying Strong in Recession, by Chris Kanaracus, CIO, 4-16-2009 Kanaracus tells how a redesigned portal containing a company's technical manuals, technology tips and downloads improved customer satisfaction for the portal from the "mid-40s to the high 80s."
7. E-tailers Rank Highest for Customer Satisfaction, by Taylor Pratt, Marketing Pilgrim, 2-24-2009 E-consultancy reports a study by the UK National Customer Satisfaction Index found that e-commerce sites (82 on a scale of 100) scored substantially higher than retail stores (which scored 74 to 76).
8. Fortify Your Website from Customer Service Disasters, by Charles Nicholls, iMedia Connection, 2-3-2009 Small website problems often amount to big headaches for a few unlucky visitors. Nicholls presents tips to ensure every consumer has a satisfactory online interaction with your brand.
9. Conversation As Behavior, by Steve Smith, Media Post, 2-6-2009 Online support chat systems is an interesting layer of generally unused data about site visitors, Smith writes. Explains how a chat session on a site is itself a response to a set of defined behaviors.
10. Contact Centers in the Web 2.0 World, by Donna Fluss, Beth Eisenfeld, Destination CRM, 2-10-2009 Companies that implement social technologies are broadening their customer relationships by offering service in each customer's preferred channel. Table of communication preferences by culture generation.
11. Put Your Money Where Your Mouse Is, by Joseph De Avila, CRM Daily, 12-30-2008 Web-based financial-services sites are hoping people will use their services to aggregate all aspects of their finances such as tracking expenses and income, as well as credit cards, bank balances and retirement accounts, De Avila reports.
12. Market Focus: High-Tech -- The Complexity Chasm, by Lauren McKay, Destination CRM, 11-1-2008 The customer doesn’t care how their issue is being tracked or how you’re dealing with contact information, writes McKay. They care about how you can solve their issue.
13. E-Commerce Sites Are Focusing on Customer Service, by Patricia Resende, CRM Daily, 12-1-2008 In a rocky holiday season, e-commerce sites need to focus more on customer service, says Resende. Examples of BestBuy.com's new feature called Click-to-Call, Overstock.com's use of Smart Assistance technology.
14. Customer Disservice, by Brian Sprague, Destination CRM, 10-23-2008 A growing number of customers are more dissatisfied with, and less loyal to, corporate sites. Disenchanted customers are abandoning the corporate sites entirely, in favor of independent Web sites such as blogs, wikis, and message boards.
15. Logging In: Going With the Flow, by Jean Pascal Mathieu, OMMA, 11-1-2008 Flow Marketers anticipate and predict the ways new technologies can enhance their customers' well-being, explains Mathieu. Examples include
16. Where Customers Go to Praise (or Bash) You, by Ricky McRoskey, Business Week, 8-15-2008 Take a look at the dozen or so Web sites that review local businesses across the country, and read what people say behind your back, McRoskey advises, as their new visitor growth is 4 times higher than the growth rate of overall Internet use.
17. Do Contact Centers Need a Unified Front?, by Christopher Musico, Destination CRM, 8-14-2008 Musico explains the move to unified communications (UC), defined as the convergence of such technologies as instant messaging, email, Web conferencing, voicemail, Voice over Internet Protocol, presence, and e-commerce in real time or near-real time.
18. How Companies Use Twitter to Bolster Their Brands, by Rachael King, Business Week, 9-6-2008 Microblogging lets an airline, for instance, monitor customers' gripes—and tweet back. King wonders: Is this a creepy trend, as a growing number of companies are keeping track of what's said about their brands on Twitter?
19. Can Avatars Replace Humans?, by Jeremy Nedelka, 1 to 1 Media, 9-3-2008 Web-based avatars can interact with customers, answer basic questions, and navigate a company’s site, but are they smart enough to replace a knowledgeable customer service rep? Nedelka reports on a city's decision to find out.
20. Customer Service by Committee, by Jeremy Nedelka, 1 to 1 Magazine, 9-8-2008 As employees and customers get younger, companies find that hard-to-use information storage systems just aren't practical, leading to increase adoption of wikis.
21. A New Business Model Requires a New Service Model, by Peter Sianchuk, destination CRM, 7-3-2008 Use your own technology to find what you’re after, Sianchuk suggests. If it takes more then 2 clicks, chances are it’s not meeting the needs of your customer, who expects instant gratification.
22. Five Steps to Understanding Customer Retention, by Elana Anderson, ClickZ, 7-3-2008 To retain customers best: (1) establish a baseline for current average retention, (2) understand the timeline to customer profitability, (3) set a target retention rate, (4) define marketing tactics to improve retention, and (5) measure results consistently.
23. The Invisible Hand, by Diana Kyser, destination CRM, 7-1-2008 Good customer service dictates that when founding a dot-com company you must employ the human element. Online customers' needs must be the top priority, empowering them with the tools and information that put them in control, says Kyser.
24. Customer-Service E-Mails: Getting It Right, by David Sims, CRM Daily, 6-9-2008 Sims offers an example of how to provide good customer service via email and examines all the things wrong in a bad example.
25. Overcoming Customer Interaction Roadblocks, by eremy Nedelka, 1 to 1, 6-16-2008 To achieve a one-to-one communication strategy in Kuwait, financial services firm Gulf Bank uses an innovative ATM messaging system to connect with customers and prospects when those people use the machines.
26. Invest in the Online Customer Experience, by Cid Jenkins, Destination CRM, 3-28-2008 Jenkins lists some anti-customer ecommerce examples, evidence connecting profitability and customer satisfaction. Discusses Web-based tools that make use of available resources.
27. Virtual Brand Ambassadors Bring Online Interactions to Life, by Jeremy Nedelka, 1 to 1, 3-27-2008 The biggest challenges for any company using an avatar as a customer service representative is ensuring accurate information, and having a response ready to nearly any question, Nedelka reports.
28. Contact Centers Aren't Yet Ready for Web 2.0, by Christopher Musico, Destination CRM, 3-27-2008 Foreseeing a "revolutionary" future for the contact center customer service market, Gartner reports both large and small vendors continuing in importance. Predicts the more pervasive adoption of software-as-a-service (SaaS).
29. 10 tips for employing live chat profitably, by Don Davis, Internet Retailer, 3-1-2008 Knowing how and when to invite a customer to chat and which customers to chat with can turn live chat from a customer service convenience into a sales-generating tool.
30. Multiplicity Means More, by Barton Goldenberg, Destination CRM, 2-1-2008 Discusses multichannel buying: after beginning a purchase at a Web site, the customer may call its contact center (which should know, in real time, her pre-call Web-site moves); then, to finalize her purchase, she visits the brick-and-mortar store.
31. Help Them Help Themselves, by Coreen Bailor, Destination CRM, 10-1-2007 Web self-service means having your customer become her own customer service rep, explains Bailor, without her resenting doing what a real customer service rep can do in a fraction of the time.
32. U.S. E-tailers Failing in Key Areas of Customer Service, by Helen Leggatt, BizReport, 9-26-2007 A mystery shopping exercise, conducted across one hundred of the U.S.’s top online retailers, revealed key areas in which online retailers are failing: email response, lack of accuracy, lack of online help.
33. The Things People Talk About: How Not to Stand Out, by Dave Evans, ClickZ Experts, 9-26-2007 Anecdote about shopping online at Williams-Sonoma illustrates the danger of not giving customers what they really want in the online shopping experience. The negative word-of-mouth costs much more than the expense of satisfying a customer.
34. Retention Marketing Primer, Part 2, by Heidi Cohen, ClickZ Experts, 9-13-2007 An important aspect of customer retention is to support the buying decision by making customers feel good about their purchases, providing more information to help use the product, and aiding returns if the order doesn't meet their needs.
35. The Things People Talk About: How Not to Stand Out, by Dave Evans, ClickZ Experts, 9-26-2007 Anecdote about shopping online at Williams-Sonoma illustrates the danger of not giving customers what they really want in the online shopping experience. The negative word-of-mouth costs much more than the expense of satisfying a customer.
36. Retention Marketing Primer, Part 3, by Heidi Cohen, ClickZ Experts, 9-27-2007 Customer advocacy is a key part of the retention marketing mix. This comprehensive discussion describes dozens of tactics you can use to provide support and an advocacy venue for customers to express their opinions and refer friends.
37. McAfee Automates Online Service, by Colin Beasty, Destination CRM, 8-1-2007 Describes how the software security giant leverages chat and remote assistance in its call center to differentiate themselves from the competition
38. Customers raise their voices, by Bill Siwicki, Internet Retailer, 8-1-2007 Web 2.0 gives consumers a megaphone they never had before and provides retailers a new source of shopper feedback that can be transformed into strategies that make customers happy. Examples from The Ferret Store, Drs. Foster and Smith, Abebooks, Roxio, etc.
39. 7 Golden Rules of Online Customer Service, by Donna Gunter, SiteReference, 7-6-2007 (1) Don't hide behind the legalese, (2) walk a mile in your customer's shoes, (3) make it simple to do business with, (4) don't do customer support via e-mail, (5) make it easy to contact you, (6) make it easy to stop doing business with you, and (7) if in doubt, ask your customer what to do.
40. Coffeecakes.com Creates Kinship With CSRs, by Mila D'Antonio, 1 to 1, 6-8-2007 Discusses strategy of online retailer's interactions with their outsourced agents: teach reps the company's philosophy and give them the authority to make decisions for the customer on the spot.
41. false, by Peggy Bresnick Kendler, Insurance & Technology, 6-20-2007 By enabling a higher level of user empowerment, Web 2.0 tools promise to revolutionize business collaboration and consumer interactions. But adoption has moved slowly, Bresnick Kendler reports.
42. TV Guide’s Online Video Guide: Cutting Down on Clutter, by Jared Bernstein, eContent, 5-15-2007 TV Guide’s online video guide is a video search and browse product that lives on the TV Guide website. “You have to be able to sort by many different parameters and different axes to allow users to find what they want in an on-demand world.”
43. Poor Customer Service Creates New Opportunity, by Paul Gillin, B to B, 4-2-2007 Generation Y doesn't know or care about going through channels. When they're angry, they turn to their keyboards and to each other, says Gillin. Customer service is changing dramatically and it's becoming a marketing function.
44. E-Tailers Beat Offline Stores in Customer Satisfaction, by Enid Burns, ClickZ Stats, 2-20-2007 According to ForeSee Results' American Customer Satisfaction Index (ACSI), e-commerce's overall score measured 80 on the 100-point scale (up 2.5% from last year), compared to offline retail at 74.4.
45. Serving the customer, by Mark Brohan, Internet Retailer, 2-1-2007 Results of a survey by Internet Retailer on customer service. Studies of e-mail response time, service call volume,
46. Is Your Brand A Ticking Time Bomb?, by Martin Lindstrom, ClickZ Experts, 12-26-2006 Dare to test how your company responds to public inquiries. Chances are, it will fail the test, either failing to respond at all, or providing an inadequate or inflammatory answer. In today's communication environment, with consumers in control, you can't afford to fail.
47. Survey: Customers Want Flexible Return Policies, by Erika Morphy, E-Commerce Times, 1-8-2007 Special offers and low prices were not the big attraction for holiday shoppers in 2006. 75% of online buyers surveyed say that a simple return policy was a deciding factor, while only 19% were swayed by price. With a discussion of return policy best practices.
48. The Day After: Many Happy Returns, by Lena West, ECommerce-Guide, 12-21-2006 How to make the best of post-Christmas online merchandise returns. Offer discount deals instead of straight refunds, make the return process easy for the consumer, be flexible and relax your returns policy, and track your metrics so you can improve the sales vs. returns ration next year.
49. The Power of "Thank You", by Al DiGuido, ClickZ Experts, 11-16-2006 With all the tactics and talk about improving customer retention, it's surprising how seldom online retailers use the simplest and most powerful approach: a sincere thank-you.
50. The Smart Assistant, by Jason Compton, 1 to 1, 9-1-2006 Discusses virtual agents, including an animated contact center representative used for both Web and mobile applications.