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IBM And Twitter Announce Big Enterprise Data Partnership

IBM And Twitter Announce Big Enterprise Data Partnership

By Chris Crum October 29, 2014

Twitter and IBM announced a new partnership to give enterprises Twitter data through IBM tools and services. Essentially, it’s a combination of Twitter’s “public pulse” of real-time data and IBM’s cloud-based analytics, customer engagement platforms, and consulting services. IBM will …

Canceling Cable Is a Hellish Ordeal, Exhibit A Canceling Cable Is a Hellish Ordeal, Exhibit A

You want to know how a company earns (and I mean really earns) the title of most hated company in America? Well, this is a start. Canceling one’s cable services is a nightmare, and most everyone who’s ever tried is …

Is Your Facebook Response Rate Up To Snuff? Is Your Facebook Response Rate Up To Snuff?

As social media engagement on Facebook rises, response rates from brands are slipping. Brands are struggling to get their messages in front of users thanks to a decline in organic reach of Page posts, but are they responding to their …

Salesforce Launches New Desk.com, Mobile App Salesforce Launches New Desk.com, Mobile App

Salesforce announced a new version of Desk.com on Tuesday complete with a mobile app, reporting engine, and “intelligent” agent console. The console can be personalized on a per agent basis to make each more productive, but still honor the rules, …

Amazon Gives Some Great Ideas on How to Abuse Mayday Amazon Gives Some Great Ideas on How to Abuse Mayday

Last year, Amazon launched their Mayday button – a 24/7/365 customer support hotline that allows Fire tablet users to contact a ‘tech advisor’ and speak to them, live. You know, like a real person. It’s a pretty novel idea, and …

Half Prefer Social Media For Customer Support Half Prefer Social Media For Customer Support

A recent study from Amdocs found social media to be an emerging channel of preference for consumers seeking customer-care assistance. Customers want to be helped through Twitter and Facebook, but they expect quick, personalized responses. Frankly, businesses aren’t delivering. The …

Microsoft Buys Parature For Dynamics CRM Microsoft Buys Parature For Dynamics CRM

Microsoft announced that it has reached an agreement to acquire cloud-based customer service software provider Parature. The company will add the software to its Microsoft Dynamics CRM suite. “Customers are more connected and better informed than ever before. Organizations are …

Guy Buys Promoted Tweets to Shame British Airways Guy Buys Promoted Tweets to Shame British Airways
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Lost luggage is a huge pain in the ass – we all know the feeling. But it happens. What one British Airways patron couldn’t deal with was the customer service he received after his luggage was lost (or lack thereof). …

Facebook, Twitter for Customer Service Facebook, Twitter for Customer Service

A new study from Sword Ciboodle, a customer service provider, and thinkJar, a customer service consulting firm, shows that most businesses are incorporating social media sites like Twitter and Facebook as an avenue for customer service. 75% of the nearly …

Social Customer Service Becoming More Widely Used Social Customer Service Becoming More Widely Used

More and more, when a consumer has a problem they are turning to the internet and looking for answers in the avenues of social customer service. If you haven’t heard of social customer service, just think back to the last …

ISP and TV Service Providers Earn Poor CSR Rating ISP and TV Service Providers Earn Poor CSR Rating

A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based …

Facebook Creating Preferred Access Facebook Creating Preferred Access

During a panel at the Facebook Marketing Conference on Wednesday, the company revealed that it will soon give page owners new options in assigning page admins different levels of access. Watch live streaming video from fbmarketingtalks at livestream.com Product Manager …

Tello Launches Customer Service Tool, Raises $2.7M Tello Launches Customer Service Tool, Raises $2.7M

A greater emphasis has been put on customer service as a growing number of consumers provide reviews and feedback to businesses on their mobile devices. In addition, companies such as Zappos have set the bar really high in terms of customer expectations.

Social Media Becomes An Inevitability Social Media Becomes An Inevitability

A new report by Pike Research shows that customers have been increasing their demand for communication with public utility providers via social networking. It is estimated that about 57 million customers engaged their providers via social networking in 2011, and …

Google Rep Gets Mouthy Google Rep Gets Mouthy
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Anybody who works in customer service will tell you that it can be a thankless job. Not to say that all days are bad but it can definitely be tiring. I noticed a post on Search Engine Roundtable about an …

AT&T Rated Lowest Service Provider By Consumer Reports AT&T Rated Lowest Service Provider By Consumer Reports
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In a year where AT&T was prevented from acquiring T-Mobile, dealt a lawsuit by Sprint, ran afoul with the FCC, and then got ensnared in the Carrier IQ debacle, they have to be eager to put this year behind them. …

Will iPads Lead to Better Customer Service? Will iPads Lead to Better Customer Service?

British Airways “revolutionises customer service using iPads,” says a BA press release on August 17 about a service trial that got quite a bit of attention this week. The airline says it’s trialling  iPads with 100 cabin crew to enable …