Customer Service

Zendesk, a Web-based help desk software provider, has not shied away from the mobile market, despite the traditional view of a help desk or customer service rep working at a desktop. It has introduced applications for the iPhone, BlackBerry and Android and now, the iPad. This application is the...

The cheapest available resources no longer necessarily come from the business next door. Any product or service that can be outsourced is more than likely being offered in some other region of the world for a competitive price, and it's up to consumers to decide where to spend their dollars. This m...

When Microsoft began demoing early betas of its newest CRM iteration, Dynamics CRM 2011, it used map-based examples to show off the functionality. Problem was, there were no robust mapping features actually embedded in the application, which got Paul Reitmeyer, senior CRM consultant at Planet Techno...

Wouldn't it be great if customers who had questions about your products could get the answer from other customers? Wouldn't it be wonderful if customers brainstormed on ways you could improve your service processes? Wouldn't it be tremendous if you could see trends in service needs and adjust your p...

CDC Software has released a vertical application based on its Pivotal CRM 6.0 platform. The upgraded application, Home Building and Real Estate -- one of Pivotal's few nonfinancial verticals -- targets an important buying constituency for CDC, said Steve Lewkowitz, director of professional services ...

McDonald's used to have a hamburger called the "McDLT." The peculiar selling point of this burger was that it was served in a two-compartment Styrofoam container that "kept the warm side warm and the cool side cool." The diner would then put the two halves together. I was blissfully unaware that war...

Pegasystems has introduced its second major cloud offering within the last year: Pega Cloud for CRM. It follows the company's release of Pega Cloud for BPM. While the functionality is different, the application's approach to cloud computing is the same. In both cloud applications, the company takes ...