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Social Customer Service

The Silent Rise of Chat in Customer Service Adoption

The Silent Rise of Chat in Customer Service Adoption

By Esteban Kolsky on January 28, 2015

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) […]

Posted in Featured Posts, Technology / Software | Tagged chat, customer service, Social Customer Service, Twitter

The Baffling Advances of Social Customer Service

The Baffling Advances of Social Customer Service

By Esteban Kolsky on January 6, 2015

I shared with you the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company).  If you have not read them, you can read the high level entry here. I am today going to start sharing the first of four […]

Posted in Business, Featured Posts | Tagged $KANA, customer service, Social Customer Service, Survey

Jive Offers Social Customer Service; Battles Lithium for Market

Jive Offers Social Customer Service; Battles Lithium for Market

By Esteban Kolsky on March 7, 2012

Earlier today  Jive announced they launched a new product: Social Customer Service, extending their community platform for external communities.  The offer includes an OEM integration with Bunchball, and will be available to the public at the end of March. I distributed this morning a note to my clients and certain interested parties, here is a summary of […]

Posted in Featured Posts, Technology / Software | Tagged BunchBall, customer service, getsatisfaction, Jive, lithium, Lithium Technologies, social business, Social Customer Service, Uncategorized

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