Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

A local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

Over the past five years, many CIOs have put significant effort into deploying customer relationship management (CRM) systems. These systems provide a single view of the customer for the sales ...

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

A few weeks ago at Harvard, some of the country's leading 311 directors, chief innovation officers, chief information officers and chiefs of staff convened under the sponsorship of Living Cities to ...

BT is to roll out an upgraded system for its online customer service after signing a multimillion dollar contract with CRM software company, RightNow. The five year deal will see RightNow provide BT ...

It’s taken longer than expected, but the state’s new SunPass customer service system is now online. An upgrade to Florida’s Turnpike Enterprise’s SunPass Centralized Customer Service System that began ...