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8/8/06 - Support That Works
Let's talk about self service. I'll try not to rant but why doesn't self service work better? This seems to be a common question in many companies today.
One reader wrote, "Too many companies implement online support systems -- typically a searchable knowledge base -- and pay very little attention to what a poor job that system does in fulfilling customer needs. Customers on the other hand DO notice. Jupiter reports that despite a strong customer desire to resolve problems via the internet, 92% of support volume still is handled via phone support. Self service solutions have been implemented in various flavors for the past 13 years. In general, it still stinks."
Customers have certainly voted. If more than 9 out of 10 customer service interactions are still handled via the telephone when so many powerful alternatives exist, something is not right. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Lynanda CS announced the availability of Ptimemo, a tool to stick contextual Post-its on electronic documents. The software is aimed at replacing paper-made Post-its.
SupportSoft announced the results of a national, independent survey(1) among users of online chat for customer service needs. Two-thirds of the people who use online chat for customer service have had a positive experience versus using the telephone for customer service. When it comes to resolving customer support issues, 95% plan to use online chat in the future.
Maximizer Software announced that it has begun shipping Maximizer Enterprise 9.5. The enhanced version offers new mobile capabilities, Microsoft Office integration, end-user-driven configuration and support for the latest Microsoft technologies. The company claims small and medium-sized enterprises can expect to deploy Maximizer Enterprise 9.5 as quickly as on demand CRM solutions.
Nextance announced a partnership with Alliance Consulting to deliver both best practices and best-of-breed technology to optimize contract management processes for pharmaceutical and life sciences companies.
CDC Software announced that it has partnered with Dashboard Enterprises to extend its reach and depth of experience in the UK mortgage sector.
Portal Software and Oracle announced that Liaoning CNC, a subsidiary of China Netcom (Group) Company Limited, completed the final phase of an effort to expand Liaoning digital media offerings and provide new, flexible rate plans and promotions to Liaoning's customers, while opening a revenue channel for content providers.
Unica announced the launch of its Internet Marketing Alliance Program. The alliance program will provide integrated internet marketing solutions based on Unica's industry-leading Affinium Suite and best-of-breed internet marketing services.
RightNow announced that consumer electronics leader Samsung Telecommunications America (Samsung) has selected RightNow Voice to provide its North American customers with fast, convenient phone service whenever they need it. The RightNow solution automatically routes callers to a self-service application, a return merchandise authorization (RMA) status inquiry application, or a live call center agent, based on their responses to scripted speech prompts.
Sage Software announced that the Louisiana Department of Economic Development (LED) has used Sage CRM since the 2005 hurricane season to manage recovery efforts and track relief inquiries collected by the state's Business Counseling Centers.
To enhance its next-generation Web presence, Business Wire turned to Vignette to help deliver custom news content to hundreds of thousands of online subscribers around the world.
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| CRMAdvocate Stock Index |
| CRMSI | 45.62 |  | 0.58% |
| Dow Jones | 11,219.38 |  | -0.19% |
| Nasdaq | 2,072.50 | | -0.61% |
| S&P 500 | 1,275.77 | | -0.28% |
| Top Gainers |
| Interact Intell | 12.85 | | 0.47 |
| HP | 32.74 | | 0.30 |
| ClickSoftware | 2.25 | | 0.28 |
| Top Losers |
| LivePerson | 3.71 | | -0.53 |
| salesforce.com | 25.66 | | -0.49 |
| SAP | 44.96 | | -0.48 |
| Complete Stock Index |
| As of close 08/07/06 | |
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 White Papers (more)
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Where are Your Support Dollars Going? Results of Parature's Nationwide Survey - Everyday you answer phones, update servers, and install patches - but do you know how much all of this costs? Or if your support costs are similar to those at other companies? To find out, read a new free white paper entitled "Where Are Your Support Dollars Going". In this report we review the resulting trends of a nationwide survey of support organizations, and discuss ways companies can reduce costs, while becoming more productive and efficient.(Parature)
| | | Real-Time Coaching Builds World-Class Contact Center - Coaching contact center agents yields impressive results - it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits.(DMG Consulting)
| | | Blinded by a Blizzard of Customer Interactions? See Clearly with Speech Analytics - You can be blinded by the blizzard of conversations that take place in your contact center, or you can see clearly with speech analytics from Verint.(Verint)
| | | SOA Has Yet to Arrive in the Contact Center - Ventana Research believes that Service Oriented Architectures are still a ways off. Learn more why they believe that SOA is not ready and what you should do about it today.(Ventana Research)
| | | The Proof is in the Call Center - Determining the ROI for contact center technologies can be a challenging task, particularly since it's so difficult to map direct correlations between a software implementation and intangible performance gains. In the paper, Richard Bucci, Associate Consultant, the Pelorus Group, interviews etalk customers to uncover tangible productivity gains specifically associated with the use of quality monitoring and recording products. (etalk)
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"OUR TAKE"