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Bettering the Customer Experience . . .
Convergys Adds Optimization Solutions to its Analytics Portfolio
Convergys announced the availability of multiple customer experience optimization solutions delivered by its analytics team. These new solutions leverage Convergys’ proven proprietary consulting methodology to evaluate all facets of a customer’s end-to-end experience, uncover and isolate root causes of low performance and eliminate interaction challenges through process-improvement recommendations. . . . read more >>
KANA Introduces Web Customer Service That Sells
KANA introduced new capabilities in its next-generation customer service solution, designed to support customer acquisition. Web Customer Service (WCS) is the term frequently used to characterize the interactions between a customer and a company via online channels — to obtain information or resolve an issue before, during, or after a purchase. Through the combination of Contextual Knowledge, Experience Flows and Social Analytics, KANA makes the prospect of servicing customers via the web more intuitive, enabling a richer customer experience. This enables organizations to distinguish their brands by offering service in the days and months even before a sale is made, resulting in relevant and meaningful customer journeys that help convert website visitors into paying customers. . . . read more >>
Scribe’s Integration Solutions to Ease Migration to Salesforce
Providing fast, reliable communications for emergency responders is the whole reason InterAct exists – which is why they selected Scribe Software to improve data integration for their internal IT systems. InterAct installs and maintains 9-1-1 emergency incident response systems for cities, counties and states, and they were in need of a fast, effective solution to help them deal with the increasing complexity of the demands of their customer base. InterAct had been using an internally developed MySQL database in lieu of simple and robust cloud-based CRM applications. The company eventually realized that they needed to migrate to Salesforce.com and complete the complicated systems integration without dedicating IT staff to the task. . . . read more >>
Racetrac Wows Guests With New Feedback System
RaceTrac Petroleum recently joined forces with feedback management provider Mindshare Technologies to roll out a new guest survey program. The new system, RightTrac, allows RaceTrac to continuously gather feedback and respond to customer needs in real time to further its mission of making guests’ lives simpler and more enjoyable. . . . read more >>
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