Stella Service Names L.L. Bean Top Retailer in Terms of Customer Service

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For the second quarter in a row, L.L. Bean reigns supreme on Stella Service's benchmark report of retailers' customer service performance. Stella Service evaluated retailers by looking at a number of service areas, including the speed with which customer service issues are handled, the efficiency of returns and exchanges, and the amount of missed opportunities for customer engagement. Most notable were L.L. Bean's prompt responses to both phone and email requests, according to the report.

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Salesforce.com Expands Its Service Cloud Footprint

Salesforce.com yesterday introduced the next generation of its Customer Success Platform, Salesforce Lightning, and previewed its product strategy for the first half of the year. Included in those plans is an upgrade to Service Cloud Lightning, the company's unified customer service platform and ecosystem.

Leonard Klie | Feb 03, 2016
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Customer Service Security Isn’t Always Airtight, Even for Amazon

Earlier this week, former Amazon employee Eric Springer shared his recent experience with Amazon customer service, revealing that the e-commerce giant unknowingly gave away his identity to hackers on three occasions. Springer was alerted to the situation after receiving an email confirming a recent interaction with customer service via Web chat that he did not actually have.

Maria Minsker | Jan 29, 2016
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iQventures Taps IBM Watson for Sentiment Analysis

iQventures, a provider of call center and call intelligence technologies, has joined IBM Watson's ecosystem, where it will leverage Watson's cognitive computing capabilities to bolster its SpeechiQ platform with speech and sentiment analytics.

Oren Smilansky | Jan 28, 2016
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Wise.io Introduces Auto Reply for Customer Support

Wise.io, a provider of machine learning applications to help enterprises provide better customer experiences, today launched Wise Auto Response, an intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of incoming tickets and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address customer issues without involving agents.

Leonard Klie | Jan 27, 2016
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Switching to Social: A Q&A With Conversocial CEO Joshua March

With messaging apps such as Facebook Messenger and WeChat staking a claim to how consumers communicate on mobile devices, brands are working to get in on the action. Mobile support is becoming a must-have for customer service, but in-app support and service via the mobile Web just aren't cutting it. Joshua March, CEO at Conversocial, sat down with Smart Customer Service to discuss the evolution of social support and how Sprint is tackling the growing demands of the space.

Maria Minsker | Jan 22, 2016
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Lionbridge Expands GeoFluent Real-Time Translation for Omnichannel Customer Care

Lionbridge Technologies has broadened its GeoFluent real-time translation technology to include new omnichannel customer care features for contact centers. With these new features, customers can deliver real-time multilingual interactions across all communication channels, from virtual and agent-assisted chat to email, in-call voice, social, SMS, forums, knowledge bases, help desks, and ticketing.

Leonard Klie | Jan 19, 2016
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InMoment Adds Predictive Analytics Capabilities with RapidMiner Partnership

Customer experience management solution provider InMoment has teamed up with predictive analytics vendor RapidMiner to deliver a more sophisticated Voice of the Customer solution that not only provides insight on what customers are doing at different phases of the customer journey, but also why they're taking certain actions.

Maria Minsker | Jan 15, 2016