Customer Service Success and Knowledge Base Systems Go Hand in Hand
For most companies, and particularly the large enterprise, succeeding at customer service has always been challenging: operationally, cost-wise, and certainly from the perspective of customer...
View ArticleGet Smart! Avoid These Customer Service Mistakes with “Secret Agent-Approved”...
In Get Smart, the mid-1960s through early ’70s hit TV comedy series (as well as the 2008 movie featuring Steve Carell), secret agent Maxwell Smart had the right idea. Whenever he needed to contact HQ...
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3 Tips To Dazzle Mobile Customers with Knowledge Management Software
When the term knowledge management software had been spoken in the past, I instinctively thought about software that an organization uses to gather, store and access all kinds of unstructured...
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Self Service Software 101
If you’re a bit confused about the term self service software and what it actually is, know that you’re not alone. Self service software is quite simply software that enables users to serve themselves,...
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Virtual Agents: Just What the Doctor Ordered
Cardinal Health is a Fortune 19 company that improves the cost-effectiveness of healthcare. They help pharmacies, hospitals and ambulatory care sites focus on patient care while reducing costs,...
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Customers No Longer Have Patience for ‘Greensleeves’ in the Background!
The IQPC Spring 2013 Executive Report on Customer Experience defines customer service as such: the sum of all experiences a customer has with a supplier of goods or services, over the duration of their...
View ArticleBuilding on a Firm Foundation: Self-Service via the Omni-Channel
In my previous blog posts, we looked at the heavy price companies paid for offering poor web self-service, as well as the inadequacies of old school self-service tools like FAQs and site search. While...
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Location, Location, Location – Getting the Most Value from Your Online Self...
Location is the single biggest factor that influences real-estate valuations. But, the same principle can be applied to the world of knowledge management software. Consider online self-service...
View ArticleCan Knowledge Management Software Address The Challenge of Inconsistent...
Imagine, you’re all settled into your new home, and have some questions about how to pay your gas heating bill. You visit the utility’s website and find out your answer from their FAQ page, but you...
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Knowledge Base Software? What Is It? And Why Does It Matter?
Knowledge base software is a hot topic these days in the customer service industry. According to a recent blog posting by Forrester Research analyst Kate Leggett: “66% of customers say that valuing...
View ArticleIntelliResponse Chosen as Winner of Call Center Excellence Award For “Best...
IntelliResponse Chosen as Winner of Call Center Excellence Award For “Best Technology Solution Provider” The post IntelliResponse Chosen as Winner of Call Center Excellence Award For “Best Technology...
View ArticleIntelliResponse Named Finalist for Call Center Excellence Awards in “ Best...
IntelliResponse – Web Self Service & Knowledge Management Provider – Attends Call Center Week in L… The post IntelliResponse Named Finalist for Call Center Excellence Awards in “ Best...
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IntelliResponse Success Story: Knowledge Management & Online Self Service at...
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View ArticleWhat’s in a Name? Knowledge Management vs Web Self-Service vs Virtual Agents
The exciting thing about the enterprise software market (and technology in general) is that new products are always emerging while existing products are continually evolving, all for the purposes of...
View ArticleImprove Customer Service by Lowering Call Center Wait Times
I am quite certain there are over a hundred things you could do or change in an effort to improve customer service at your company. In a recent article by Practical eCommerce entitled: 5 Techniques for...
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What Do Frustrated Customers Do When Your Web Site Lets Them Down?
Have you ever wondered what frustrated customers do when they can’t find answers to their questions on your company’s web site? I’m sure you have some pretty good ideas, but global research and...
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Employee Spotlight: An Interview with Elisha Gaiptman
IntelliResponse’s Employee Spotlight this month features Client Success Specialist Elisha Gaiptman. An interview with Tim Peters, December 16, 2011, 2:25pm, Toronto. 1. How long have you worked for...
View ArticleVideo: 90 Second Showcase of IntelliResponse’s Experience in the Insurance...
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View ArticleNew Video: Overview of IntelliResponse’s Experience in Telecommunications
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View ArticleIntelliResponse Client Testimonial by EPCOR – An organization that deployed...
EPCOR (http://www.epcor.ca) is an Edmonton, Canada, based water and power utility provider with over 630,000 customers. The organization deployed The IntelliResponse Answer Suite on their website and...
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