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Bettering the Customer Experience . . .
Staying on Top of Customer Satisfaction
Customer experience is paramount in customer retention, and technical glitches, even minor ones, can have an enormous impact on a consumer's perception of a company. Combine that with the undeniable fact that today's contact centers are extremely complex—featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment—and the result is companies that sometimes are unaware of an issue until it is reported by a customer. Frustrated customers take their business elsewhere, and with word of mouth as a powerful influencer, they're likely to take their friends' business with them. With the advent of social media, a complaint that a few years ago would have been aired to a small circle of family and friends can now easily reach thousands, and potentially even millions, of others. To illustrate this point, consider the global retailer that deployed a new CRM system in an attempt to provide better service with a CTI screen pop. . . . read more >>
VSI and SkyTrace to Expand Field Service Management Monitoring
Vertical Solutions, a developer of CRM/CXM and service management solutions, is partnering with SkyTrace, a developer of GSM-based fleet command and asset tracking solutions. With this integration, data from field service technician's global positioning system (GPS) devices now can transmit directly to VServiceManagement, improving tech's efficiency and management oversight. The SkyTrace integration enables technicians to interact with the VServiceManagement system via their onboard computer and GPS devices to send and receive information. . . . read more >>
Homebuilder CRM Provider Lasso Data Systems Acquires UFollowUp
Lasso Data Systems announced its plans to acquire UFollowUp, a Washington, DC-based provider of builder sales technology solutions. The acquisition joins the intellectual capital, technology and clientele of two CRM homebuilder software providers under Lasso Data Systems, which serves builders, developers and sales agencies throughout the United States and Canada. . . . read more >>
Clarabridge Adds New Release for Real-Time Customer Engagement
Clarabridge released a new version of their centralized customer experience management (CEM) solution that allows organizations to collect, analyze and operationalize customer feedback data across the enterprise. Clarabridge 5.5 also includes the new Clarabridge Engage module. Clarabridge Engage is a content driven CEM solution designed to intelligently capture, route and respond to customer feedback in real time. This allows companies to proactively interact with consumers and promote more meaningful customer relationships. . . . read more >>
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