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TMCnet's Customer Service Software Week in Review

TMCnews Featured Article

October 06, 2012

TMCnet's Customer Service Software Week in Review

By Monica Gleberman, Contributing Writer

Customer service software helps companies stay in tune with the expectations of its customers. The solution can be personalized and changed, giving companies the ability to manage accounts, boost productivity, create business connections, analyze data, simplify contract management, and more.

Automating your customer service department enables the department to reach more customers as quickly and efficiently as possible. This can be vital for any company or organization to maximize its customer satisfaction.

KANA revealed this week that it plans on showcasing its latest customer service software at the Call Centre & Customer Management Expo, held at the National Hall in the London Olympia Exhibition Center.

“At the Call Centre & Customer Management Expo, KANA is showcasing the next generation of customer service capabilities – from Web and social, to agent, mobile and government – that combine the power of knowledge, process and multichannel experience,” reported Rajani Baburajan, TMCnet Contributor.

KANA plans on highlighting multiple products including its cloud-based SaaS (News - Alert) CRM and other suit products. The company said it’s all about bringing new and evolving communication solutions together. “By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA customer service software reduces handling time, increases resolution rates and improves net promoter score,” said Baburajan.

Read the full report here.

Customer service software has been seeing other new integrations as well, including features that work with social media. Nimble (News - Alert), a social relationship solutions provider, said more companies have begun to realize the importance of having and maintaining social relationships.

“Nimble enables social contact management by combining contacts with e-mail and other popular social communication platforms – Facebook, Twitter, LinkedIn (News - Alert), Google+, HubSpot, MailChimp and foursquare. Nimble helps businesses drive more revenue by achieving more efficient, effective and authentic engagement with prospects, partners and current customers,” said Tracey E. Schelmetic, a TMCnet Contributor.

Jon Ferrara (News - Alert), CEO at Nimble, said the core concepts of sales have not changed, but have evolved into a something more virtual. “The power of social is that your customers are telling you about themselves and their needs. Now instead of sales people spending most of their time on non-selling activities like researching customers and data entry, they can spend more time engaging customers,” he said.

Read more about Nimble and its features here.

Although these moneymaking customer service software solutions are out there, not all businesses are taking advantage like they should. A new survey report conducted by DMEautomotive showed that a lot of automotive businesses have ignored opportunities to bring in more revenue.

“The average car owner is not ever instructed by a mechanic or car dealer that his car needs work, which means that auto professionals are missing out on tons of opportunities to reach out to customers about possible revenues,” said TMCnet Contributor, Brittany Walters-Bearden. “The process of customer purchasing has changed vividly of late, shifting away from the traditional way in which car were sold…No longer is it enough for retailers to push a new brake system or certain tires on a customer – today’s clients are savvier than ever.”

 The automotive industry needs to come up with a way to take advantage of customer service solutions. Either due to the increase in technology usage or the hard economic times we’re facing, many have begun researching problems rather than bringing their vehicle in for maintenance, which means a decrease in revenue for those automotive companies.

Read more about DMEautomotive results here.

Read up on Customer Service Software news by visiting

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