Customer Service
1092 Stories
Contact center by phone still popular in Asia
News Calling contact center still preferred method for Asian customers seeking tech help, even with emergence of new media tools, says market specialist.
Tags: Customer support, Customer resource management (CRM), Business development/management, Contact Center, Nagi Kasinadhuni, Datacraft/Dimension Data, Toni Ruotanen, Phone, Microsoft Corp., Asia
Cloud, consumers give Skype enterprise boost
News Cloud computing revolution and consumers driving IT adoption provide opportunity for VoIP player to shake off non-enterprise grade label, says Asia-Pacific exec.
Tags: Skype Technologies S.A., Phone, Small And Medium Enterprise, IP, Cloud Computing, Small And Medium Business, telephony, customer service, SIP, online application
Pacnet centers call operations in M'sia
News Internet communications provider, Pacnet, chooses Malaysia as its base for its new all-IP customer center facility, which will handle the bulk of its global call workload.
Tags: Customer support, IP, Tool, Malaysia, Pacific Internet, video IM, video instant messaging tool, Pacnet, network, Kuala Lumpur
Salesforce.com adds Twitter to cloud services
News Company's Service Cloud 2 option brings Twitter-based customer service options to its clients now and will bring knowledge bases and forums later.
Tags: Software-as-a-service (SaaS), Web services, Cloud computing, Marc Benioff, InStranet Inc., Software-as-a-service (SaaS), Cloud computing, business software company, Facebook, knowledge
Facebook's mounting customer service crisis
News It's unclear how many members still can't access their accounts after Facebook acknowledged a database issue, but one thing's for sure: the ones locked out are steaming mad.
Tags: Web 2.0, Facebook, Web 2.0, Robert Scoble, screen name, Plaxo Inc., Cable, e-mail, IM, customer service
Facebook's COO: Response to disabled accounts was 'too slow'
News Sheryl Sandberg says the database failure was a consequence of the social network's rapid growth, which sometimes causes unexpected snags.
Tags: Web 2.0, Web sites, Facebook, Social Networking, Database, Palo Alto, network, California, Web sites, Web 2.0
Google tries its own take on customer service
News Not surprisingly, the search giant thinks automation and innovation are important. But as CEO Eric Schmidt says, everyone wants to wring a neck when things go wrong.
Tags: Customer support, Software-as-a-service (SaaS), Services, Google Inc., Phone, sales team, Customer support, Services, Software-as-a-service (SaaS), Sales
Facebook database outage cut off about 150,000
News Downed Facebook database left a small but vocal percentage of its userbase without access to the social network for as long as 10 days.
Tags: Web 2.0, Web sites, Facebook, Social Networking, Database, Phone, network, Web sites, Web 2.0, photograph
Salesforce jumps on the Twitter-for-CRM bandwagon
News The software-as-a-service company has added Twitter to the lineup of social media sites that clients can keep tabs on using its Service Cloud product.
Tags: Cloud computing, Web services, Web 2.0, Twitter, Blogger, CRM, Cloud computing, Facebook, customer service, senior vice president
Green is in for wireless companies
News Wireless operators and handset makers are all going green, but Sprint Nextel and Samsung say they want to lead pack with the new Reclaim handset.
Tags: Green IT, Sprint Communications, Device, Manufacturing, Cell Phone, Wireless, Environment, phone, Samsung Electronics Co. Ltd., customer service
Customer support, the new sales force
News During downturn, support agents' expertise at satisfying customers can also be tapped to generate sales leads, says service operations head.
Tags: Customer support, Support, Training, Asia-Pacific, Sales, Customer, agent, sales force, customer service, call-center
Salesforce.com rolls out Service Cloud
News While the details of the initiative seem a bit fuzzy, the main pitch here is that the company is trying to link up social networking and customer service.
Tags: Software-as-a-service (SaaS), Google Inc., InStranet Inc., social networking, Facebook, network, customer service, ZDNet, blog, monitor
Wireless in Singapore...NOT!
Blogs I was in Singapore recently for an overnight stay. While waiting for my meeting to start, I hung around at the airport. ...
Hiccups in Dell's Windows 7 upgrade program
News Some customers who recently bought PCs at U.S. retail stores were unable to sign up for free upgrade to Windows 7, but Dell says it's now resolved.
Tags: Microsoft Windows, Personal Computers, Microsoft Windows 7, computer, Florida, retail company, Microsoft Windows, Best Buy Co. Inc., customer service, Dell Inspiron
Banks drop, tech firms rise in privacy trust rankings
News American Express takes top place in new privacy survey, though most financial firms fall down the list and tech companies, including Facebook, climb.
Tags: Authentication and encryption, Network security, Security Management, Web sites, Domain names, Microsoft Corp., IBM Corp., Google Inc., Survey, Privacy
