About Us

SmartCustomerService.com’s mission is to help organizations improve their customer service efforts. To do this, SmartCustomerService.com provides news, news analysis, and columns about the latest customer service and support strategies and technologies. Common themes include how to streamline customer service and support processes, cut costs, increase productivity, bolster revenue, and better respond to changing customer behaviors, attitudes, and expectations.


Topics Covered

SmartCustomerService.com aims to help customer service and support departments improve the speed, sophistication, agility, accuracy, relevance, and breadth and depth of their customer service and support efforts. Topics include, but are not limited to, the following:  

  • The Cloud/Hosted Contact Centers
  • Social Media Strategies
  • Mobile Technology Strategies
  • Multichannel/Cross-channel Strategies
  • Analytics
  • Big Data
  • Automated Support
  • Live Support
  • CRM/CX
  • Infrastructure/Hardware
  • Voice of the Customer Strategies
  • Workforce Optimization
  • Quality Monitoring
  • Training
  • Data Security and Privacy


Email Newsletter

Smart Customer Service eWeekly 

Once a week, Smart Customer Service eWeekly delivers timely and original news, trends, and analysis to help organizations deliver the best customer service experiences. To start receiving your copy of the newsletter, enter your email address in the box on the right and click "Subscribe." 


Smart Customer Service Bulletin 

Occasional promotional announcements sent by SmartCustomerService.com, or on behalf of our advertising partners, on important offers, developments, publications, and events in customer service. To start receiving these occasional bulletins, type your email address in the box on the right and click "Subscribe." 


Smart Customer Service Conference

SmartCustomerService.com is the online publication for the annual Smart Customer Service conference, which focuses on the multichannel customer service environment and the effective use of traditional and new communications channels. At the event, analysts, consultants, project leaders, and vendors come together to share the latest strategies and trends in customer service and support. The conference is part of the Customer Solutions Expo, a showcase of strategies and solutions from the leading sales, marketing, customer service and speech recognition providers, and includes CRM Evolution, SpeechTEK, and the Digital Experience Conference.


About Information Today, Inc.

Information Today, Inc. (www.infotoday.com), is a leading publisher and conference organizer in the field of technology and technology applications in today's enterprise.  In addition to publishing SmartCustomerService.com, Information Today also publishes CRM magazine, Speech Technology magazine, and their corresponding Web sites (www.destinationCRM.com and www.speechtechmag.com). The company also publishes Streaming Media magazine, KMWorld magazine, Database Trends and Applications magazine, and EContent magazine.