Browsing Tag

customer service

ServiceNow, Adobe Pair Their Customer Service Software to Improve Apps

ServiceNow Inc and Adobe Inc said on Tuesday they will make their software systems work together in an effort to improve apps used by customer service representatives. ServiceNow has long made software that large businesses use to field internal requests from employees to their information technology departments, but in recent years has branched into selling similar software for use by customer service departments to handle requests from external customers. Adobe, once known for its Photoshop digital imaging software,…

New Data From Kustomer Reinforces The Critical Role Of Customer Service During The COVID-19 Crisis

-- Increased Customer Inquiries, Complex Issues And Demand For Greater Efficiencies Challenge Underprepared Remote Customer Service Teams -- Kustomer, the SaaS platform reimagining enterprise customer service, released new survey data revealing that customer service organizations play a vital role during the COVID-19 pandemic as companies are working remotely and forced to do more with less. Based on a survey of more than 150 customer service professionals across a variety of industries, Kustomer found that 90% of…

Pega Customer Service™ Unified Messaging Edition Solves Complex Problems for Agents and Customers

New fast-deploying SaaS solution centralizes messaging channels to help agents better handle today's increasing volumes of customer service inquiries Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced the launch of Pega Customer Service™ Unified Messaging Edition – a new SaaS-based application that helps customer service teams respond faster and more efficiently to customer inquiries flooding in across disparate messaging channels. Deployable…

KMS Lighthouse Expands Its Knowledge Management Solution via Native Integration With Zendesk

New access to KMS Lighthouse on the Zendesk Marketplace gives users the capabilities to easily search and find answers in one place KMS Lighthouse has officially launched its KMS Lighthouse Zendesk integration offering: Lighthouse for Zendesk Chat and Lighthouse for Zendesk Support. Integrating KMS Lighthouse with Zendesk improves agent and customer experiences, ensuring fast, accurate access for agents to search and retrieve answers to customers' questions instantly in Lighthouse Key aspects of the integration include…

Whatfix Named a Finalist for Business Intelligence Group’s 2020 Excellence in Customer Service Award

Leading Digital Adoption Solution recognized as a finalist under the 'Organization of the Year' category Whatfix, the leader in Digital Adoption Solutions ("DAS"), announced it has been named a finalist of Business Intelligence Group's 2020 Excellence in Customer Service Award as Organization of the Year. "We are thrilled to be recognized as a finalist by the BIG Excellence in Customer Service Awards for our endless efforts to provide the best customer support," said Khadim Batti, CEO and co-founder of Whatfix. "Our…

U.S. Men Are More Willing Than Women to Pay For Good Customer Service

Gender differences come to light in Genesys consumer survey on customer experience Mars and Venus are still in opposition in the realm of customer experience. A recent survey by Genesys, the global leader in cloud customer experience and contact center solutions, finds that men and women have different expectations when it comes to good customer support and communication methods. For instance, nearly 20% more men than women are open to paying extra to get the type of service they want. Marketing Technology News:…

RavenCSI Is Giving Their ‘Real-Time Feedback’ Technology to Companies Impacted by the Economic Downturn

RavenCSI Customer Service Intelligence, announced today they are giving free use of their survey platform’s “Pro” plan for the balance of 2020 for the first 10,000 new accounts. The purpose is to assist companies whose business models have been drastically altered due to the COVID-19 quarantine. Survey templates included with the now free “Pro” plan include pre-written questionnaires that proprietors can send electronically to gain valuable, real-time insight, from their customers, employees and vendors RavenCSI Customer…

Freshworks Integrates With Slack to Scale Rapid Customer Service for Enterprises

Market first customer support integration enables millions of users of popular communications app to accelerate collaboration and swiftly resolve soaring inquiries Freshworks Inc., the customer engagement software company, announced the integration of its customer support and engagement software Freshdesk with Slack, the leading channels-based messaging platform which counts over 12 million active daily users performing over five billion actions every week. This first-to-market customer support integration extends…

Popular ServiceNow Technology Partner to Showcase Leading Voice Platform for Customer Service, IT, and Employee Workflows

3CLogic to reveal latest Cloud Call Center and CTI Solution during Knowledge 2020 Digital Experience 3CLogic, a leading provider of cloud contact center solutions, announced its Select-level sponsorship for ServiceNow’s Knowledge 2020 Digital Experience event. The annual conference, recently converted to a five-week digital format due to COVID19, is considered one of the largest gatherings of professionals focused on digital transformation and delivering great customer and employee experiences. Marketing Technology…

Glia Recognized in Gartner Report “Market Guide for Digital Customer Service and Support Technologies”

Glia, a leader in enterprise Digital Customer Service solutions, announced that it has been named in Gartner's recent report, The 2020 Gartner Market Guide for Digital Customer Service and Support Technologies as a Representative Vendor for providing Digital Customer Service and Support Technologies solutions. With current world events changing the way all business is conducted, enterprises need tools to quickly address situations where both customers and service representatives are working remotely, and customers are…

Shopventory Integrates with BigCommerce to Enable eCommerce for Retailers

Shopventory Inventory & Sales Management Platform is Now Fully Integrated with BigCommerce Find Shopventory in BigCommerce’s Apps Marketplace Shopventory  announced a new integration with BigCommerce. This integration will allow Shopventory customers to sync their inventory with one of the leading eCommerce software platforms - BigCommerce. Shopventory's software makes it easy to integrate inventory and sales data between Square, Clover, PayPal Here and BigCommerce, using Shopventory’s interface. Shopventory’s customers…

Khoros Care Handles Over 2.5 Million Customer Service Messages Daily During COVID-19

Khoros helps brands efficiently manage high customer support volumes in digital channels and offers its technology to government health organizations in Facebook’s Messenger program Khoros, a global leader in customer engagement software, announced that its Khoros Care solution handles over 2.5 million customer service messages per day to support brands and their customer service teams during the COVID-19 crisis. The Care solution has also helped to increase customer service teams’ efficiency by over 30% and to improve…

Apttus is Positioned as 2019 Technology Leader in the Contract Lifecycle Management Market by Quadrant Knowledge Solutions

AI-enabled Apttus CLM platform is recognized for the strong performance across performance parameters of the technology excellence and customer impact in the SPARK Matrix Analysis Apttus, the leading provider of AI-enabled enterprise contract management, announced it has been named a technology leader in the SPARK Matrix analysis of the global contract lifecycle management (CLM) market by Quadrant Knowledge Solutions. Marketing Technology News: Cohesity Appoints Mike Houghton as Vice President of Americas Channels…

Business Intelligence Group Names Pipedrive a Winner of 2020 Excellence in Customer Service Awards

Business Intelligence Group has named Pipedrive a winner in the 2020 Excellence in Customer Service Awards. "Customer service is a total team effort in our entire company. I cannot thank our team members enough for their patience, compassion and mastery of our product suite," says Mara Vicente, Global Head of Customer Support at Pipedrive. "Our employees are called Customer Solutions Experts for a reason. Deep product knowledge empowers each skilled team member to be by the side of our customers – sales and marketing…

UiPath Announces ServiceNow Integration to Extend the Value of Automation Across the Enterprise

UiPath fuses industry-leading, end-to-end hyperautomation platform with the ServiceNow Now Platform and products to help enterprises become digital businesses faster UiPath, the leading enterprise Robotic Process Automation (RPA) software company, today announced an integration with ServiceNow to extend the value of automation across the enterprise. Leveraging the companies’ deep and dynamic integration to easily and securely automate complete and complex workflows in and around ServiceNow, UiPath and ServiceNow enable…

Ron Kasner Joins Board of Directors at Conductor

Kasner to help drive Conductor’s growth and innovation in the enterprise market Conductor, the leading SEO and content marketing technology company, announced today that Ronald Kasner has joined its Board of Directors. For the last decade, Kasner drove the strategy and operations of iCIMS, leading it to become the #1 cloud platform for recruiting. Under his leadership, iCIMS has grown to over 200mm in revenue with 900 employees. As iCIMS’s former CFO, President & COO, and interim CEO, Kasner brings a wealth of SaaS,…

Tap Air Portugal Selects Talkdesk to Quickly Move Hundreds of Agents to Work From Home on Cloud Contact Center Solutions

Talkdesk’s flexible, scalable and reliable cloud solution displaces legacy on-premises solution for more than 200 TAP agents to ensure business continuity through the coronavirus crisis Talkdesk, Inc., the cloud contact center for innovative enterprises, today announced TAP Air Portugal, selected Talkdesk as its contact center solution. Portugal’s leading airline and one of the world’s top 10 fastest growing airlines with more than 16 million passengers in 2019, TAP replaced an inflexible and unreliable on-premises system…

ActiveCampaign Wins G2 Best Software Companies 2020 Award, Ranks #12 on List of Best Software Companies

ActiveCampaign, the leader in Customer Experience Automation, announced today that it has ranked #12 on the list of Best Software Companies, #26 for Best Product for Marketers, #48 on the list for Software for Sales and #96 on the Fastest Growing Products List. Akin to The People's Choice Awards for tech companies, G2's Best Software Awards rank the world's best software companies and products based on authentic, timely reviews from real users. ActiveCampaign earned its place on the list thanks to its customer service…

Digital Transformation on WeChat for the Financial Services Industry: Whitepaper and Webinar

Enterprise WeChat management platform Chatly has just published a whitepaper titled "WeChat for Financial Services: Digital Transformation Catered to the Chinese Consumer". In the 42-page report, Chatly outlines how financial services firms are reimagining the customer experience using a WeChat-centric model in order to meet the needs of digitally-savvy Chinese consumers. Marketing Technology News: PagerDuty Data Reveals IT Teams Resolving Incidents Up To 63% Faster Than Before COVID-19 Pandemic Learn how firms are…

TechBytes with Matt Keating, Sales Director UK at VDX.tv

Hi Matt, please tell us about your journey within the Adtech industry and how you started at VDX.tv (formerly known as Exponential) My first ‘industry’ job was in the classified team at the London Evening Standard, selling print ads with a rudimentary upsell to online. Even then (c.2004) print was clearly in trouble, so it seemed perfectly natural for me to go into digital, working for online publishers and casual games developers before focusing specifically on mobile, when I headed up the UK office for a global mobile…