Customer service technology

Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.

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Free Guide: Acquia Lift v. Evergage v. Google Optimize

As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.

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Customer service technology News

September 18, 2019 18 Sep'19
Salesforce search about to get smarter with Einstein AI

Salesforce will add Einstein AI to its cloud search functionality in hopes of better assessing context, personalization and reducing false hits for end-user queries.
September 16, 2019 16 Sep'19
Nectar launches Customer Experience Assurance platform

The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner.
August 19, 2019 19 Aug'19
LivePerson Inc. adds new capabilities to Maven AI

Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs.
August 14, 2019 14 Aug'19
Updates to Infor Concierge aim to improve customer access

With updates to Infor Concierge, the vendor intends to improve customer access to Infor ERP services and products to expedite the problem-solving process.

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Customer service technology Get Started

Bring yourself up to speed with our introductory content

Evolving contact center services reshape engagement strategies

As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
The difference between autodialers and predictive dialers

Some people don't know that a predictive dialer is a type of autodialer. There are, in fact, five broad categories of autodialers contact centers need to know about. Continue Reading
8 live chat best practices for organizations to consider

Organizations find that live chat can be a means to improve customer experience -- when implemented correctly. Here are some best practices to put into action. Continue Reading

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Evaluate Customer service technology Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

Upselling customers adds ROI gold to contact center channels

AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
SAP CX tools evolve in the face of data privacy, AI

'Experience data' from Qualtrics will help SAP boost its customer experience offerings. The company is also considering how AI can help and where privacy concerns fit into the CX landscape. Continue Reading
Chatbots in customer service find success with focused goals

Chatbots can be a great adjunct to customer service, but a successful rollout requires careful planning, flexibility and clear objectives. Continue Reading

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Manage Customer service technology

Learn to apply best practices and optimize your operations.

How a punk rocker would go about simplifying CX

When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview. Continue Reading
5 must-read CX trends uncovered at Adobe Summit

As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years. Continue Reading
4 ways to use chatbots to improve Gen Z customer experience

More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others. Continue Reading

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Problem Solve Customer service technology Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

How to deal with the lack of chatbot standards

A lack of standards around chatbot development has created a situation in which enterprises are building and rebuilding bots. But that could change in the near future. Continue Reading
Best practices for creating chatbot scripts

The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading

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